Tuesday, May 7, 2013

Teenage Mutant Ninja Turtle is a Contradiction in Terms


character-donatelloEvery day when my teenage daughter gets home from school, I ask her,  "How was school?" She always says, "Good". Then I ask "What did you do today?" And she says, "Nothing". So then I ask if she has any homework and she says, "No". Earlier today after the same series of questions and answers I said to her, "It makes me wonder if I should even be sending you to school. It's never exciting, you never do anything, and you never have any homework". Further confirming her belief that her mother is a complete nerd.
Now I am certain that not only is school more than good, it can be fun and eventful. I am also sure that she doesn't do nothing all day. And when she has homework she usually gets it done during school or right after school.
But it made me wonder, what actually does happen at school every day? I mean, if she doesn't tell me I can really only find out a little bit of information from her teachers. I am obviously interested in what my daughter does in school but unless she tells me what she does I really have no idea. Hmmm......
I think it is important that as business owners we share at least to some degree what we do all day long. It is important to business owners to be able to relate to each other, tell war stories so to speak. On another level I also think it is important we tell customers and potential clients as well. If they don't know what we do and are capable of doing for our current customers how will they know what we can do for them?
Social media, Facebook in particular, is a great place to share success stories of your business. If you are in the habit of collecting testimonials from your customers, possibly on Linked In, then you should be sharing those on your business Facebook page as well. These types of posts lend credibility to you and your business. It's okay to tell people what you have been doing all day. It isn't boasting, it is building your reputation through marketing. Big difference.
If you don't tell them what you are doing then you are  like the teenager who has a good day doing nothing with nothing to show for it.  And dude, that's lame.

Joanne Randall
joanne@leapyearmarketing.com
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

Friday, April 26, 2013

Find Your Balance


In the 1970's and 80's when I was a kid, my family really got into sports. Especially the Boston Bruins. I still remember hearing the announcer yelling, "O'Reilly SCORES!!!!" Nearly knocked me off the couch more than once. I got to meet Terry O'Reilly in 2009, as well as Rick Middleton, and Brad Park. So cool.
If it were possible to get more excited about anything sports related, my family did when it came to the Olympics. I was fascinated by women's floor gymnastics.  Cursed with terrible balance, I couldn't peel my eyes off the athletes on the balance beam. How was someone able to walk on that thing, let alone do flips on it? And those dismounts! Don't get me started! These days I don't watch the Olympics as closely, mainly because I don't really watch TV. But I can't get those balance beam pictures out of my head.
The older I get the more I can appreciate balance.  Physical balance, and life balance.  Good balance takes practice, and lots of it. Just scheduling time for family, spiritual, mental, and physical growth, does not mean that you will have balance. Following through in those commitments does not guarantee any increase in balance either.
Here's why. Balance isn't a thing. It is an experience. It takes effort and focus. And through repetition comes experience and better skill. Eventually balance becomes effortless, and when you experience the peace of balance you will find yourself longing for more.
Honor yourself by experiencing those things that bring balance to your life. How will you know if it is working?
You'll know.  It feels like this.  Randall SCORES!!!!!!

Terry O'Reilly of the Boston Bruins
Joanne Randall
www.LeapYearMarketing.com
724-603-LEAP
joanne@leapyearmarketing.com

Saturday, November 10, 2012

Joanne Randall quoted in Recent article

Recent article from NHEconomy.com

NH WOMEN IN BUSINESSES

Building the Network

The Guardian Life Small Business Research Institute has projected that “Women small business owners will create 5 to 5.5 million new jobs across the U.S. By 2018, transforming the workplace of tomorrow into a far more inclusive, horizontally managed environment.”

In New Hampshire, women business owners are already making significant contributions to the state’s economy, thanks in part to a supportive business environment.

Leslie Sturgeon, founder of Women Inspiring Women (www.wiwnh.com), the state’s largest organization promoting women’s empowerment, networking and personal and professional development, started to support women in business when she was 22. “The biggest pluses of doing business in New Hampshire are the support and resources that are available here. People are so very helpful. Whether I needed assistance, information, or a referral, no one’s ever said no when I’ve asked for help,” she says.

In the four years after Sturgeon launched Women Inspiring Women in May 2007, the organization had grown to more than 250 members with 1,000 followers on Facebook, and four times that number on her mailing list. More than 2,000 people had attended the organization’s events. “I’ve seen lots of women start following their passion and dreams-and so much of that is about relationship building, which can begin at events,” says Sturgeon.

In October 2010 and November 2011, Sturgeon partnered with the New Hampshire Division of Economic Development and Public Service of New Hampshire to present the New Hampshire Conference for Women. According to Sturgeon, the conferences-which included five educational sessions, an exhibitor expo and networking-“were filled with inspiration, education and transformation, as well as fun surprises, exhibitors, door prizes and great networking.”

Joanne Randall, host of local radio show, “NH Women In Business,” (www.nhwomeninbusiness.com) sees networking as key to the development of entrepreneurs. “When the economy is down, personal communication and networking become more important. Entrepreneurs- or those just thinking about starting a business-need to network to develop a support system. The purpose isn’t to sell to the other people you network with. Instead, the people you’ve connected with become your board of directors, your resource network, and even your sales force. People want others to succeed-and to feel that they contributed to that success-and they’re willing to help without the expectation of a return.” The third annual conference is planned for fall 2012.

One of the state’s leading women in business, Dr. Deborah Osgood, is an expert in entrepreneurial education and development, and co-founder and CEO of Knowledge Institute, based in Exeter. Osgood’s Institute offers small business educational initiatives that serve millions of entrepreneurs on a monthly basis through on- and off-line resource and referral networks. Osgood says, “What distinguishes New Hampshire is the accessibility of decision-makers and programs tailored to supporting venture startup and growth. There are very powerful networks here to support entrepreneurs, and programs, like those offered by the Division of Economic Development, means that you’re one phone call away from sitting down with someone who can help.”

Women, Osgood says, are typically receptive to networking and collaboration. “Unlike men, women aren’t afraid to ask for directions-a trait that serves them well when honing in on defining their business purpose, target market and profitability objectives. It’s all about working well with and through others.”

The Knowledge Institute, through BUZgate.org, helps small businesses locate free resources and referrals available from the US government and nonprofit small business assistance agencies. Access the NH section at www.buzgate.org/8.0/nh/state_home.html?st=nh

NH networks for women in business:


Business and Professional Women of Greater Nashua www.bpwnashua.com
Monadnock Women’s Network www.monadnockwomen.com
Center for Women's Business Advancement Center at Southern New Hampshire University http://www.cwbanh.com
Seacoast Women’s Network www.seacoastwomensnetwork.org
Women’s Rural Entrepreneurial Network (WREN) wrencommunity.org
Trade associations to help women in business in specific industries or career paths:

NH Insurance Women’s League naiw.net/nhiwl.htm
NH Women’s Bar Association www.nhwba.org
NH Chapter of the National Association of Women in Construction www.nawicnh.com
National Association of Women Business Owners www.nawbo.org



- Accessorizing the business world, one woman at a time.

Wednesday, November 7, 2012

Business Coaching

I used to wonder why business people would ever need a business coach. I mean, they're already in business. Why do they need coaching?
The answer to that question has become painfully clear to me in the last six months. It can be extremely difficult to get outside of your own head when you are running your business yourself. Stretching yourself and your business beyond your normal limits can be very uncomfortable, but with the right coach helping you along the way it can be done.
I am using a coach for myself for the first time in my life and even after a few short sessions with him I cannot believe the difference it has made for me and my business.
Leap Year Marketing uses coaching in our consulting process with our clients. It helps to set goals and keep people on track.
I highly recommend a coach. If you would like more information about receiving coaching or my own experience having a coach, please contact me. I would love to share my experience with you.


- Accessorizing the business world, one woman at a time.

Location:Black Hall Rd,Epsom,United States