When You Can’t Hit Unsend

When You Can’t Hit Unsend

Communication, Featured
Most people have made the mistake of hitting “reply all” on a private email or sending an insensitive message to the wrong person. After the panic sets in, you need to own the mistake. Approach the offended colleague quickly and apologize: “I’m sorry I did it and even more sorry that I hurt/showed disrespect for you.” Seek forgiveness: “I wrote without thinking, and if I could take it back I would. I can only ask you to forgive me.” Avoid insincere language like: “mistakes were made” or “I'm sorry if you were offended.” Apologize in person or by phone – you don’t want to risk getting it wrong again via email. And as awful as it feels having to make an apology, recognize that you may have done real damage.…
Read More
Tech Only Matters If It Affects The Customer

Tech Only Matters If It Affects The Customer

Communication, Customer, Featured
A few years ago I attended an event in which most of the attendees were programmers. As everyone introduced themselves they talked about what programming language they used and why it was the best. When it came to my turn I told them something none of them wanted to hear. I said, "Your customers don't care what programming language you use. They have a problem and all they care about is that it is solved." Several years have passed since that meeting and I still meet web developers who insist their websites are the best because of the tech they use. Technical people fail to understand that the end user isn't impressed by the technical specs. They are impressed by how much easier something makes their lives. If your technology…
Read More
Is Personalization Limiting Choice?

Is Personalization Limiting Choice?

Communication, Customer, Featured
Go online and very often you'll see a note that says something like, "You may also like..." recommending another article or item to buy. That recommendation comes from sites tracking your activity, collecting your data and making recommendations based on it. The drawback is that the "personalized" recommendations are also based on what people who the algorithm thinks are like you have done. What the personalization is also doing is steering you in a specific direction. By sticking to that direction, you are missing out on other options. If you're using these personalization tools in your business, they are useful for focusing your customer where you want them go. Connecting your customers to content and products that you want them to see is useful. However, what you (and the algorithms)…
Read More
During Your Next Presentation, Use Your Hands to Project Confidence

During Your Next Presentation, Use Your Hands to Project Confidence

Communication, Featured
When you’re in front of an audience, you want to project confidence. But when you’re nervous, your hands often flit about and fidget. Use one of these positions to keep your hands still. Practice in front of a mirror, then with friends, until it feels natural. Hold the ball. Gesture as if you are holding a basketball between your hands. This movement, a Steve Jobs favorite, displays confidence and control, as if you have the facts at your fingertips. Palms up. Turning your hands up indicates openness and honesty, and it shows that you’re willing to connect with the people you’re speaking to, whether it’s one person or a crowd of thousands. Pyramid. Keep your hands still by clasping them together in a relaxed pyramid. Beware of overusing this position…
Read More
Tell Your Customer’s Story

Tell Your Customer’s Story

Communication, Featured
One of the most important elements to attracting potential clients is that they understand what you are offering. If they don't have a clear idea of what you can do for them they won't know why they should use your service or product. For complicated services, one of the best ways to convey what you do is to tell a story about one of your customers. To craft your story, keep it simple. Your story should tell what the customer's problem was, what you did to solve it, and what the result was. Stay away from jargon and buzzwords. If what you do is very complicated or unusual, use an analogy to compare it to something your audience is familiar with. Telling a story can make explaining your business much…
Read More
Network Marketers Need To Stop Recruiting

Network Marketers Need To Stop Recruiting

Communication, Featured, Process
MLMs or Network Marketing companies exist by creating pyramid sales teams to sell their products. The participants make money on their sales plus the sales of the people who report to them. Due to this structure, the participants spend quite a bit of time recruiting. You've probably heard the pitches. They promise residual income and early retirement. If you are involved in network marketing, to be really successful, stop recruiting. Why is recruiting the wrong move? Here are a few reasons: You're missing sales: If you focus on recruiting, you're missing out on connecting to people who might actually use the product. These people can end up being your best salespeople, if they really enjoy the product. You lose credibility: By focusing on recruiting, you're one of millions of other…
Read More
Avoid Filler Language in Presentations

Avoid Filler Language in Presentations

Communication, Featured
Presenters often use the phrase "Does that make sense?" to gauge audience understanding. But this can convey a speaker's uncertainty and signals that the audience might not comprehend or appreciate the content. To be an effective speaker, eliminate useless words and phrases like this one. Since you often include them unconsciously, record your next speech (try the voice record function on your smart phone). Play it back and listen for where you added fillers. Repeat this process several times and soon enough you'll start correcting yourself. And if you want to check whether your material is getting through, try the more concrete "Do you have any questions?" instead.
Read More
Tips To Promote Yourself

Tips To Promote Yourself

Communication, Featured
Promoting yourself can be a challenge, especially if you are typically modest. A little self-knowledge and confidence in your abilities can go a long way if you spend some time refining the skills it takes to advance your cause, whether it is for yourself or ultimately for your company. Additionally, don't forget to start a website (with a blog page) and an e-mail marketing campaign to help position yourself as an expert in your industry. Display Confidence And Conviction In The Things That You Do: Your expertise and opinions count so stand up and offer suggestions with confidence. The worst your boss can say is, "Thanks but no thanks." And if you are working for yourself, the worst that can happen is your prospect turns you down. Ultimately, your opinion…
Read More
Limit Constant Communication to Get More Done

Limit Constant Communication to Get More Done

Communication, Featured
You might be surprised to hear that some successful executives deliberately limit their phone and email use. It’s not easy to manage a team by phone — though phone conversations are a fine way to broadcast simple information, thoughtful listening while on the phone can be challenging. If you need to exchange and analyze ideas, you’re better off meeting in person, so try holding your most important conversations face-to-face. Also consider that some cognitive processes happen only when you step away from the frenetic responsiveness of email — and that your 24-hour availability might hamper your team’s initiative. Weaker team members may rely on your responses, but you and your team will get more done if they work more autonomously.
Read More