If You Didn’t Have Any Problems…..

Years ago I worked with a gentleman by the name of Bob Feeney.  Typically when people would start to complain about the problems in their work day Bob would respond with:

“If you didn’t have any problems, you wouldn’t have any business.”

When you grow your business you are bound to have more problems.  When you deal directly with the public you are more than likely going to have problems.  The trick is to not have repeat problems.  Most of all, treat each problem with respect.  Your reputation will grow based on your ability to resolve the issues that come up.  Grow your business by managing your problems.

Could This Be Trouble?

Recently I have heard from members of the legal profession regarding recomendations that are posted on Linkedin.  The concern is that these postings could be used against a past employer in the event an employee is released from their job.  There is an additional concern that this practice is a violation of a companies printed reference policy (if the policy is to not provide references). 

It seems to me that as social media moves further into the work place that we as employers should re-think the topic of references and how they can be regulated.  If we all end up putting disclaimers on our various sites, does the message become diluted?  Can we change the definition of what constitutes a reference?  It’s worth asking the questions.

There is a common belief that a candidate would never give a bad reference to a prospective employer so why would a recomendation on Linkedin be any different?  We have the opportunity to review the post prior to release.  The person we asked can decline.  So really what does it matter and is this simply another aspect of the world around us being over thought? 

My preference is to take these testimonials for what they are.  Use common sense both when asking for a recomendation and when providing one.  Let’s keep this social and not make it legal.

Where Are You From?

It seems that many conversations engage the one general question, where are you from?  It is a great way to open up the discussion and to learn more about the person we are speaking with.  It’s an easy question and generally a safe one.  The answer can be interesting, informative and at times amusing.  Still, would we be better served changing the context of this approach?

A different approach (and at times more difficult) is, where are you going?  I try to build this into my conversations both at work and at home and find the responses to be interesting.  From clear and precise answers to “what do you mean?” I have heard a full range of resposes to this query.  Still, it generally provides insight and an opportunity to build a conversation and understanding.

Good sales people do this intuitively.  Others don’t and are surprised when they lose a contract and/ or are left holding unpaid invoices.  To better understand where our clients are going is to better understand where we ourselves are headed.

Accountabilities

Why are people afraid of accountability?  Setting standards is a way of marking progress.  It can be a way of identifying areas of improvement.  Perhaps it simply boils down to a fear of success. 

Being measured is an aspect of life.  Live well!

Staying Visible

Just a quick thought.  Recently my home page changed due to the addition of several tools that I am using for work.  Due to these changes a blog that I have followed for some time was pushed down lower on my page.  It didn’t seem like such a big deal but several weeks later I realized that I am not reading that blog on a daily basis.  In fact I am not reading it at all.

The same is probably true for our clients.  If we are not visisible to them we will be forgotten.  Also, if they are not visible to us are they still receiving the attention and service that was originally proposed?  Probably not. 

Visibility is key to longer and beneficail business relationships.  Yes there are other factors at play but the need to stay in front of our customers is central to our success.

Tag Lines and Expectations

Perhaps I am more sensitive to tag lines having recently gone through the process of changing one.  The question for me became, do I deliver what is advertised or is it just a catchy statement?  Now I am evaluating my customer experience based on the tag line of a banking firm that I recently engaged.  They proclaim  ”where people matter more than money”.  There were two people out of seven that I spoke withthat truly reflected this statement.  Not great odds.

A tag line can mean something to the person/ team that creates it.  How do we get buy in from all staff?  We can promote it, hammer it home and even post it for all to see.  Still, do all staff live the tag line that they work under?  The good odds are probably not.

Pickles and Problems

Yesterday I had lunch at a local place.  One of the reasons I go there is that I can depend on consistency and the staff doesn’t have to ask what I want.  My order came and there was a problem.  My side order of pickles had virtually no flavor (or at least not a flavor that I like).  When I brought my problem to the attention of the server the answer was “let me get you a new side of pickles”.  She did and the taste was just like the first batch.

Turns out the resturant buys pickles in bulk and that the server just got more from the same batch.  When I asked if she could try a new can of pickles she responded that “the manager won’t open a new can until the old one was finished”.  Just my luck, the manager was on break and not available to listen to my thoughts.

In the scheme of things, so what.  So I didn’t get the pickles I wanted.  My lunch was ok aside from this one small aspect.  I’ll go back in the future.  So what. 

Years ago I worked with an individual by the name of Bob Feeney.  When any of us would start to gripe about our problems he would always respond “if you didn’t have any problems, you wouldn’t have any business”.  The point is that it’s not the problem per say but rather how we deal with the problem.  If we are prepared to resolve issues in a fashion that benefits the customer as well as our respective organization we should be enabled to make good on any problem that confronts us.

I really would have liked a different batch of pickles………….

Pest Problem

I just returned from a vacation that was outside of the United States.  It was a great trip with warm weather, good food and great accommodations.  Still I didn’t enjoy the trip as I had anticipated.  The problem (for me) was that from the moment I cleared customs and until I returned to the airport I was bombarded by individuals selling everything from time share to jewelery.  A simple walk down the street turned into a verbal mugging and I got to the point of not wanting to go out at all.

 So there I sit in paradise and it becomes very clear that this is potentially how my clients feel.  Are they afraid or to weary to answer the telephone due to all the “peddlers” that are attempting to solicit their business?  Is avoidance easier than dealing with the mass of people that are pushing their version of the same service?  The realization is staggering……

Still we need to sell our product and/ or service and not every call will be a referral.  Our approach should be one that invites the potential contact to respond not hide.  There are many thoughts on how to differentiate ourselves but it should start with a single thought.  How would I like to be treated if I were the targeted contact?  Find your approach and then look to be unique.  Separate from the herd.  Remember, your success will be built on a relationship but how we develop that relationship will determine our success.

Must There Always Be Metrics?

The news today is all about the economy and the upcoming elections.  Banking profits are at a sixteen year low.  McCain would prevale over Obama or Clinton if the the elections were held this week.  All of this is substantiated by numbers.

 In turn we focus on our day and the people around us and when things get tough we turn to metrics.  How many calls?  How many contacts?  The list is long and distinguished…………….and the questions are valid.  Without production/ goals we tend to be targetless.  Still, can sheer numbers rule at the close of the day?

 What about relationships?  We have multiple contacts (that is how we meet our production numbers) but are they what we need to be successful.  Recruiters can make a volume of calls and get lucky as can sales people.  Volume does not neccecarily build knowledge and without knowledge can we really own a client? 

 When times are good it is easy to make the calls with little investment.  When the market turns south we really learn about who has built the relationships that are of value and of content.  Making the investment to build relationships can pay in the best of times as well as the worst of times.

Being Unique

Conversations are raging about not just being different, it’s more about being unique.  What is it that we have that others don’t?  Even when we know that what we offer is the same or similar to what others in a particular industry have, can we still be unique?

 It seems to me that being unique can be as much about how we communicate our offerings as it is about finding an offering that stands apart. 

When meeting a person for the first time I always offer the following: look for the tallest person in the room that has the biggest nose and that will be me!  Never has it been a challange to connecting with the other party.  Usually they make a direct approach to me smiling as they come near………..and the first greeting is always the same.  “Your nose isn’t that large at all.” 

 I am not unique in appearance just in description.  It can work.