I Love LinkedIn But.....

LinkedIn - It's a great place for business people to be, to communicate with the world, share best practice, give and receive advice, catch up with your network, extend your network. I love it!

But, I'm starting to feel that the value is being watered down in two particular areas.

Hunters

There are just so many people who appear to be "hunting". They're looking to play the numbers game, use the scatter-gun approach to marketing themselves or their business. They try to connect to everyone, join all the groups and then proceed to bombard them with their "pitch". They add no value, just fill our in-boxes with spam and the groups with their events and products.
If you are one of these people, please stop. Now.

Groups

Groups are fantastic, a great place for like-minded individuals to discuss all sorts of things, a real benefit for those willing to interact. But there are so many that cover similar topics, and share many of the same members - most of whom fail to engage or add value in any way.
It seems that some are started as part of some kind of ego trip, or because the owners think they can do better (and of course some do!). The problem then, is that followers are unsure where to go, lose interest and the group stagnates.

I'm glad to say that I am in some quite active groups that genuinely generate value for members, and that is often down to the hard work put in by the group owners as well as the engagement of members.

So, if you are a member of a Linked-In group, why not sign in and engage? It's good for your credibility and good for the wider community. Go on, give it a go!

The Nice Guy With the Tandem?

I was once told that I was "too nice" to go into business. Well, I did it anyway - just to test the theory, and here I am three years later - still testing the theory.

Once more, today I was told that I am "too nice to be in that kind of business". Hmm, is there a pattern here? Am I missing the point? Should I be a cold, grasping, nose to the grindstone kinda guy like Scrooge instead of the "nice guy with the tandem"?

I think not. Indeed, I make every effort to be "nice" to my clients and potential clients. In fact I try to be nice to everyone, an approach that my clients endorse here.

Has the World Changed?
In my opinion, the world has changed over the last few years, including the world of business and commerce. People no longer want to be sold to (did they ever?). They no longer want to be preached to, controlled, told what to think or do. They like to feel "safe" in the knowledge that their input is appreciated, that they can rely on you (yes you) to do what you promise and that they will not be taken for granted.

So many large companies still seem to have a culture which is grasping and predatory, where the customer or client is made to feel like an unwelcome necessity rather than a partner in a transaction for mutual benefit. I used to work for a company where the MD insisted that attack was the best line of defence when dealing with customer enquiries. Sadly, some small companies also seem to think that this is the way to do business. It really isn't.

Oops! I think I'm preaching to you! I'd better back off, but what I will say is that engaging politely with your market place really can be a very positive and effective way of going about your business.

Do Something Nice Today!
At the risk of being patronising, here are a few simple ways of being nice that some of those big and small companies might like to consider:

• Smile, it costs nothing
• Be a go-to person, the one who helps others solve problems
• Be genuine when you enquire as to their well-being
• Listen actively
• Ask how you can HELP them
• Ask for THEIR advice
• ** Leave your problems out of the conversation **

Have a smashing day!

PS, the guy who told me I was too nice today was actually being very positive and the conversation was a truly enlightening one. I will continue to be someone who holds his clients' hands, or puts an arm around their shoulder!

Customer Dis-service

Something many corporates do when they are "improving the customer experience" is lose sight of the customer's needs and desires.

Let me explain

Today I went into a branch of one of our largest Building Societies to pay in a cheque. A simple enough task, I went to the self service cash machine, put my card in the slot and fed the cheque into the machine as requested. After 30 or so seconds of whirring noises, I was informed that the cheque was the wrong way round, and requested to put it in the right way. I re-presented the cheque and waited while the machine whirred for another 30 seconds before being informed that "sorry, we are unable to process cheques at this time". It then took another minute or so of whirring before my cheque and card were returned. Undeterred, I turned to the other machine and paid in the cheque without fuss.

Thirty minutes later

I paid a visit to a local supermarket to purchase a single item (porridge, if you must know!) and proceeded to the "ten items or less" checkout. There were several people in the queue, and the other checkouts were all fairly busy.

Prepared for a short wait, I stood patiently before being approached by a handsome young lass who asked if I would care to use the self serve checkouts. I really didn't, but her manner was so sweet - how could I possibly refuse?

"Do you know what to do" she enquired, and, of course, I didn't! After a minute or two of explanation, scanning, looking for the reward card and feeding cash into the machine, I came away with my purchase - thanks to the very helpful young lady who returned to her position watching the queue for the 10 items or less checkout.

What's your point? I hear you ask

Well, I understand how self-service technology can aid us in our busy lives, particularly in these simple transactional activities, and I understand queueing theory, and how it is used to get us through the tills and cashier positions quickly, but what about the human element?

I like to interact with the cashier/checkout staff sometimes. Just the simple, everyday "passing the time of day" interaction adds to my day and makes me feel good!

In the supermarket, I was fortunate to get the best of both worlds - I used the self service till and managed a brief conversation with a fellow human being. But, in the building society I was held to ransom by technology, and would have felt better served by a cashier. Just as an aside, they too often have staff standing waiting to help customers to use the cash machines.

Just stop and think:

Have you been guilty of taking away the human element of connecting with your clients? Automatic emails and call answering have their place (arguably!) but what is wrong with engaging with your clients? We all like to be made to feel good, and how better than by being dealt with in a personal manner? A simple call, or maybe a visit is no hardship surely?

One place where I believe we have to be careful is Social Media (the clue is in the word Social). Having someone write a blog is one thing, but Tweeting for you can be counter-productive. I recently engaged with someone I knew on Twitter, passing comment on something that we had discussed, only to be informed that it wasn't my friend who was tweeting, but his Social Media company. End of discussion, disengagement, thanks very much!

By all means, use technology and external resource to add value and  improve your "customer experience" but not at the cost of their humanity.

You can email Graham if you'd like to know more about Customer Service.

PS  If you're going to pay someone stand and wait for customers to ambush, in order to get them to use the automated checkout/cash machine, wouldn't it be better to have them serving people in the queue?

Controversial? Maybe but life is already inhuman enough. Just my opinion, of course!

Vision? I see no vision!

The use of vision in your business....

A picture paints a thousand words, or so it is said. Great if you are someone who is "visual", but not everyone is. Some of us are kinaesthetic, others auditory or maybe a mixture. If you are not a visual person, stay with me, it's not all about pictures.

In business, we all need a vision, whether it be a small specific goal, a long term strategy or the "ideal" customer. The vision, in this sense, doesn't have to be pictures, it might be words or maybe even a "feeling" but without it , there is no way of knowing whether you have achieved your goal, or found that elusive ideal customer!

Indeed, if we don't have a vision, how can we convey it to those we want to help us? It's no use blundering along, hoping that something will turn up and everything will be ok, you need to take action

Having a vision puts you in a very strong position - many of your competitors won't be working on their business like you. Get the jump on them now!

Find that vision

It can be hard to establish a vision, especially after you have been in business for a while and difficult trading conditions are taking up your all of your time. But you may just find that taking a bit of time-out to think about your vision opens up a whole new world of possibilities and revive your flagging enthusiasm!

Here are a few simple steps to building a vision:

• Decide what the vision is for - long term strategy, short term goals, finding a new customer
• Find a quiet place and time
• Imagine what success might look like
• Start recording your ideas - writing words, doodling, search for pictures, use the voice recorder on your mobile. Whatever works for you
• Take as long as you like, but give your thoughts free reign
• When you're ready, gather the ideas together and you will find that a theme may well have started to form.
• Take this theme and refine it further by writing it on a large piece of paper, or gather pictures that represent it. Stick it on a vision board, whatever works for you
• Keep it somewhere where you can see it, add to it and be inspired by it
• Take action!

It can be extremely beneficial to do this exercise with a friend/colleague, or better still, someone who is not emotionally involved with you or your business and can help you stand back and take the helicopter view as opposed to the microscope view we all seem to be so fond of!

I hope this has inspired you to think about your vision, maybe even start working on it.

PS. if you need a bit of help finding your vision give Graham a call on 07814 125053 or contact him via the website

Happy envisioning!

Harsh words?

How are we perceived by others?

The great poet Robbie Burns posed the question much more eloquently than me.... 

O wad some Power the gift tae gie us 
To see oursels as ithers see us!  

Most (might I venture all?) small business owners find it difficult to know how they and their business is perceived by others. So, how might we find out? And does it matter anyway?

Well, let me answer the second question first:

Yes it does matter - a great deal!

The way that you and your business are perceived is all part of your brand, whether you're a Virtual Assistant or Managing Director of a company employing a hundred staff; you are part of the brand. The smaller your company, the bigger the part you play!

I recently had the privilege of meeting with a business consultant for whom I have the utmost respect, and had the opportunity to ask for feedback on my business and the way it is perceived by others. It was quite an eye opening conversation because I hadn't realised quite how some of my activities were being perceived - there's that word again. Perception is the truth in the eye of the beholder. What she sees is the truth to her. Needless to say I started acting immediately! 

So, how do we find out what other people think?
The answer is right at the top of the page - keep it simple - ask! I know, this raises more questions;

• Who do I ask?
• Anyone you trust to be honest and constructive and who knows you and your company/services
• People you meet regularly at networking events
• A truusted business advisor
• Clients
• When do I ask?
• At the end of a project/order/contract
• A periodical survey
• Over a coffee with someone who knows you well
• How do I ask?
• Make it part of your terms & conditions that feedback is given
• A simple conversation
• There are plenty of free survey sites on the internet
  

Whatever you do, keep it simple. People will soon get fed up with a survey containing more than a few questions, or will be very unhappy to have to write you an "essay". A simple short conversation or a request for a testimonial from a client will often reveal something of interest. And don't take it personally if they say something that makes you feel a bit uncomfortable. The chances are you need to take action!

Act

Having got feedback, act on it, otherwise, what's the point? By listening carefully and taking appropriate action, you can move your business forward. And maybe prevent your business going down the wrong route.

If you would like to know more about how In-tandem Management Solutions Ltd can help you improve your business, follow the links below, or give us a call.

visit:  http://i-tms.co.uk/
email:  graham@i-tms.co.uk
call:  07814 125053

Welcome to our blog

Hi and welcome to the new i-tms blog.

If you're looking for the old blog, it is here

Why change? Well it was becoming impossible to use because it is so s...l...o...w !!

After much trial, error, blood sweat and tears and then thinking "bu**er it, I'll ask those in the know, I decided to give Blogger a go. Let's see how it fares!

Graham