Showing posts with label relationships. Show all posts
Showing posts with label relationships. Show all posts

Tuesday, June 18, 2013

Accept No Substitutes

You can read, listen, and watch all you want, but there is no substitute for experience. Too bad.
Experience can be very costly; money, time, relationships, and reputation.Embarrasement
We have all lived life's embarrassing moments. I have had my share as well. No one likes to play the fool and embarrassing situations are certainly some of the hardest lessons learned due to pride.  Most people can eventually laugh at themselves and their inexperience and move on. If I can't be an inspiration, I can at least be an example (of what NOT to do).
Loss of time spent on foolish endeavors is a toughie since you can't get that time back. But usually the lesson learned has enough intrinsic value that it doesn't seem like a complete loss. And there is usually a good story to tell afterwards. Long afterwards.
Loss of money certainly hurts, and is akin to loss of opportunity. The good news is that you can always make more money. These lessons are often repeated as they usually represent an underlying problem of self-control to some degree or another.  If you kick yourself regularly, just know you are in good company.
The cost of one's reputation can be tricky. If it is a public matter, all parties involved will never recover completely, but most can usually summon up enough support from their loyal fans to gather momentum and start fresh. How many comebacks have you witnessed? Music, business, financial, politics, you name it.  The bigger they are the harder they fall.
The last category is the most important. Relationships are crucial in life, and in business. No person in their death bed ever said, "I wish I had spent more time at work." Once damaged, a relationship has the potential to go in any direction.  It could end, possibly resulting in damage to reputation. There is no such thing in relationships as damage control. Once damaged, it is nearly impossible to restore, sometimes you can't even restore it to be in existence. Nothing is more important than relationships. Quality of life depends on them. We seek them out. Nurture them. Cherish them. Then take them for granted.
No amount of success in business is worth one iota of damage to a personal relationship. Always put them first and everything else falls into place.
Joanne Randall
724-603-LEAP

Saturday, May 4, 2013

What is the Big Deal About Social Media?


With all the items that fall under the umbrella of marketing I have found that people are most fascinated with social media. I think this is mainly because it is so popular in the mainstream and yet so simple it makes me wonder why no one came up with the idea sooner.
social-media-marketing2
Jump on!
So why is social media so popular? My theory is that people crave relationships, friendships, and leadership. Deep down we all want to feel that we are needed and that we have value.
I believe that people spend time on social media to fill those gaps in their lives that are not being filled by people in their physical space. This is important because social media is the most effective way businesses can talk to people about solving their problems. If the business understands human nature and the psychology of purchasing habits, they can be extremely effective in growing their sales.
You may not care about someone posting that they are STILL waiting for their Maytag repair man to show up, but you should care that there are businesses out there not providing good customer service and customers react by posting it to the world.
How much time do you spend on Social Media each week for personal reasons? How about for your business? I would like to know.

Joanne Randall
Leap Year Marketing
joanne@leapyearmarketing.com
724-603-5327
www.leapyearmarketing.com

Wednesday, May 1, 2013

Do You Know What Good Customer Service Feels Like?


Why do we bother to create a positive customer service experience?
All buying habits are psychological in nature. Sure, people need or want to buy something because of the product, but where they buy and if they return are based on their customer service experience during and after the transaction. We want to be able to control the loyalty of our customers. So how does that happen?
Excellent customer service LEADS TO Customer Satisfaction, which ultimately drives loyalty, sales, and the bottom line.
You probably remember a time when you experienced good customer service. That is because every customer service experience is just that - an experience. I could give you a textbook definition of customer service, but you would likely forget it and just remember an experience you had and how it made you feel.  The good news is that you can control the experiences your customers have and therefore create a positive one that will likely bring them back. Remember ALL customer experiences are experiences. Even the good, the bad, the ugly, and the neutral. Let's explore a little.
customer service
Bad-Bad experiences are really just experiences that are below the expectations the customer had when they walked in, but still may be somewhat acceptable. This happens when only a small portion of the experience goes awry. You may not  lose the customer for good, but for them to return there will need to be another factor to draw them in, possibly location, or more likely price. Really bad experiences will cost you that customer and will damage your reputation. In the world of Social Media, this is disastrous. People have on average 230 friends on Facebook alone and if they post something about you, you're done. 
Ugly- The difference between BAD and UGLY is that in BAD, there is no real attempt by the company to rectify the situation. In an UGLY experience, you will not see this person again unless you are able to rectify the situation and make it right. This however, does not guarantee the return of the customer, it might save your reputation in the sphere of the customer and they may refrain from telling all their friends about their poor experience. An ugly experience, if handled properly, may end up turning into a great experience if the customer is open. You won't know until it is all over. 
Neutral-This is a very dangerous experience because the business will never know if the customer had a good enough experience to make them come back. A neutral experience is what the customer expected or it was satisfactory. This will not win you loyal customers. If you do not create a compelling reason for them to return, there is a good chance that next time they will go somewhere based on another factor, maybe location or price. Neutral experiences are damaging because there is no added value to their experience that will make you stand out over your competition. 
Good-people may or may not share their experiences, but you have created an experience that their subconscious will remember the next time they need or want to buy something you offer. There will need to be a compelling reason for them to not return. Good, positive experiences even allow for small future mistakes.
What memorable customer experiences have you had? How did they affect your future buying decisions.
As mentioned in my podcast, communication is the real driving factor behind customer service and satisfaction. Tune in to hear the rest of the discussion and visit Leap Year Marketing or Marketing Mojo Radio Facebook pages to tell us about your own experiences.

Joanne Randall
joanne@leapyearmarketing.com
www.leapyearmarketing.com
724-603-LEAP
Marketing Mojo Radio Podcast

Monday, April 29, 2013

Seasons

happy new year
Happy New Year!


Do you ever feel like you need a fresh start? I know I do.  I love that feeling of setting goals and shedding bad habits in order to move forward.
Most people feel this way around New Year's Eve. That is always a good time to reflect on successes and opportunities from the past year and learn from them.  This is what I would call an annual season. How long does that good feeling last beyond New Year's Eve however? Ask anyone who has made a New Year's resolution to lose weight. I will admit that the 2 to 3 week period following New Year's eve, I am pretty pumped to work toward new goals.
I have found that in addition to the New Year's eve annual season, there are two other seasons in the year that produce the same effect. One is Spring, when Winter finally dies a slow and painful death and we all get outside and in the dirt. The other is Fall, when we are ready to send the kids back to school for a new year of learning and fun. These are the three seasons of fresh starts.
But what if you could regenerate that New Year's resolution feeling more than three times a year?
I have good news. You can!
New Year's is just an arbitrary day that really in itself has no meaning. We tell ourselves that that date means something. Think about it. January 1st is really no different than April 29th. So if we can create that resolution scenario for January 1st, guess what? We can do it for any day of our life. Every day is January 1st.  How awesome is that?!?
Start by asking yourself,"If today were New Year's Eve, what resolutions would I make?" Then decide on one that is significant and go for it. Renew your resolution as often as you need to to keep moving toward the change you are looking for.

Happy New Year!

p.s. Another great way to keep pumped about achieving your goals is by working with a high quality Business Coach. I use a coach and it has made an incredible difference.  Feel free to contact my Coach, John.  www.truechoicecoaching.com or https://www.facebook.com/pages/True-Choice-Coaching/138535236162890. 

Joanne Randall
www.LeapYearMarketing.com
iTunes Marketing Mojo Radio
724-603-LEAP
joanne@leapyearmarketing.com

Tuesday, March 13, 2012

Business Page "LIKES"


There is a very good reason why businesses should all LIKE business pages of our professional associates. When one business LIKEs another on Facebook, it is considered a professional courtesy. It is what I refer to as a gentle recommendation. It lets other people and businesses know that you recommend the other business from your own business, not just yourself personally. This is just like walking into your client’s office and referring one of your networking group members while you are there. It also reflects your attitude around your business community by showing that you recognize the importance of businesses working together.

So this week, log into your business page as the business (not as yourself personally) and visit pages of businesses that you would recommend. Click the LIKE button to show your support. And while your LIKE button finger is warmed up, if you feel so moved, please visit and LIKE NH Women In Business and Leap Year Marketing.

Tuesday, March 6, 2012

Happy Birthday to Me!


Thank you to everyone this week for all the birthday wishes. I think the best app Facebook has is the ability to see who’s birthday it is. Facebook is a relationship developer and whether you see a person face to face or not, you can build a level of understanding about people. Watching interactions of words, photos, and stories allows you to comprehend people individually and as a whole. Just dropping a quick hello or happy birthday may not seem like a big deal but it is meaningful to the recipient. I received over 200 messages on Facebook this week and it really gave me a boost. If you want to make a difference to someone this week, take a minute to chat with them, even if it is for just a minute online. If you want to make a difference to a client this week, connect with them on Facebook and allow them to get to know you. Oh yeah, and ask them to like your page.
p.s. Please like my page!