by Belinda Lui | Jan 30, 2014 | Business Success, Latest
We’ve discussed in previous posts the importance of strong and lasting client relationship building: regardless of what your marketing strategy is or how ambitious your goals are, the bottom line is that it is all done in vain if the client relationship building is not present. I had a conversation the other day about ways to win new business; and while this may vary from industry to industry (and person to person), the traditional form of winning business through a proposal did not deem successful in this person’s case. Instead, he found that by simply hosting dinners at his home and inviting prospective clients over, he could obtain more leads than couriering a 15-page document to them. A personal touch, if you will.
Where else is client relationship building important?
In social media, many businesses think that it is good enough to generate content that is attractive to the end user — and even though we stress the importance of content managed posts, we also encourage community and client relationship building. The purpose should not only be impressions and reach, but also the relationships you create and maintain in the process. This means replying to comments and messages in a timely manner or addressing concerns appropriately. The person (or people) managing your social media accounts should add a personal touch to everything they do (as long as it is consistent with brand standards).
As for day-to-day operations, it doesn’t hurt to think of ways in which you can attract or retain clients by sending them little reminders of why they’ve chosen to do business with you. This can be by way of holiday cards, branded merchandise, or a hand-written note expressing gratitude for their patronage.
At the end of the day, there are probably several other businesses competing for the business you’ve won. Capabilities will only get you so far — building a strong and lasting client relationship is what will keep them coming back.
What are some of the ways in which you attract or retain client relationship building?
by Miriam Hara | Jan 24, 2014 | Business Success, Latest
Regardless of today’s speed of business, I believe one aspect has remained essentially unchanged: Client management. It can be summed up in one word: Anticipation. I know some of you will associate the idea of “anticipation” with Heinz Ketchup. However, I have always thought of “anticipation” as a key part of building and achieving strong client relationships.
Client management is a high priority in any business, rightly so. How companies manage their clients often means the difference between achieving success or experiencing failure. Although, today’s speed of business doesn’t allow for the slow, nurturing and rapport building methods of client relationship building of the past. The introduction of faster technology, coupled with a tough economic landscape has meant that to some business professionals, the definition of “client management” has changed.
Essentially, in order to achieve successful client management businesses need to be able to anticipate the needs of their clients even before they do.
What’s it like in their shoes? Yes, this is a cute way of saying that you need to put yourself in their position. Every new project that you work on with your client will provide you with a better understanding of the environment they live in day in and day out. Don’t wait for them to ask you about the results of their latest campaign or initiative, anticipate it. Your job is to make their job easier.
Think ahead. When your client makes a request, don’t just deliver what they want, give them what they will need. Go the extra mile and think about what other questions they may have as a result of their request. If you don’t know why a certain request was made, get informed. Thinking ahead saves time and makes decision making easier.
Don’t play volleyball. In other words, take the time to think first. Email has made everyone accessible at all times. It has also allowed for a sense of urgency on all business matters. If your client fires off an email with questions, don’t just shoot back an incomplete response without enough information – your client will be forced to reply back with more questions. After 15 minutes of volleying back and forth, you might end up with 9 emails composed of multiple questions and responses, all in bits and pieces. Instead, take the time to understand what the issue really is from the start.
If your client is asking about the budget for a project, don’t just send the dollar amount. You need to also include the scope and duration of the project as well as any other relevant details all in one email. If you missed the opportunity to provide all the details of a project at the start, take a step back and give this information as completely as possible.
Don’t ask, “How high?” Add value. When a client makes a request, don’t just give them what they asked for, provide context or any other relevant information that can help. Think outside the box. An agency-client relationship is about adding value by being part of the team.
Circling back to the Heinz comparative, in the 70s, Heinz ketchup bottles were glass. That meant that pouring took time and patience. Today’s quick-squeeze plastic bottles have provided us with instant gratification.
Creating a solid client management process is about anticipating the needs of your clients on a day to day basis. The fine art of anticipating involves having the patience, taking the time and being thoughtful, attentive and mindful of your clients needs.
by Belinda Lui | Jan 2, 2014 | Business Success, Latest
It’s common at the end of each year to reflect upon what happened, what worked, and what we can learn from. In our personal lives, we make resolutions to improve certain areas that aren’t up to par – so why should it be any different for your business? It isn’t good enough to simply resolve to be better if you can’t measure and quantify this success. Learnings are a crucial aspect to improving but only knowing that something went wrong isn’t quite the same as knowing how it went wrong.
Measure this year’s success with the following tools:
1. Website:
A great measuring tool for your web ranking is Alexa Sparky: it provides a global and national ranking for your website in comparison to other sites on the internet. Knowing where you stand against your competitors is a great way to measure site appeal. Google Analytics is another great way to measure website successes: this tool breaks down the traffic for each page and subpage of your website.
2. Social Media:
Buffer, Instafollow, and Sprout Social are all great ways to measure followers, demographics, and behaviour on your social media accounts. Sprouts Social even allows for you to generate white label reports on your statistics.
3. Blog:
Wordpress Jetpack Site Stats is a great plug-in to add to your blog so that you can measure the likeability of each post and compare the success of them to other posts you’ve written.
4. Internal:
Create a spreadsheet that clearly lists quantifiable goals such as, “50 new clients/month” or “website refresh by February 1, 2014”. It’s great to set goals but if you have no way to measure the successes, then it is impossible to put things into perspective.
There are a plethora of tools available to measure the goals you’ve set out to achieve this year.
What are some of the tools that you use to measure success? We’d love to hear your thoughts!
by Belinda Lui | Dec 30, 2013 | Business Success, Latest
I was once told by a friend that success is to “work smarter, not harder” — what she meant by this, was that it isn’t impressive to be the last person to leave the office if it’s because it takes you 12 hours to complete a task that might only take 5 hours for someone else to do. We get caught up in the details, paralyzed by fear of making mistakes if we work faster. We might feel a little unmotivated at times because our position isn’t a challenging one. And if it is an overly-challenging position, we might even feel burnt out and too overwhelmed to do better. So what to do?
Here are some ways to work smarter, AND harder for success:
1. Show up, Sit Down, Get it Done
This point seems like common sense, but it’s surprisingly not. A lot of people shy away from the opportunity to own a project or job task. The way I see it, don’t make excuses or create hurdles for yourself — just show up, sit down, and get it done.
2. Reputation, no matter the industry, follows you
We think that the things that we do may not come back to haunt us, but what we might be forgetting is how small this world actually is (especially with social media). Impressions (first, second, and one hundredth) are extremely important. All it takes sometimes is one bad review to cancel out all of your great achievements when trying to land your next gig.
3. Flexibility and fun breeds innovation
It’s important to have structure in your workflow but not necessarily in your workplace. If you find that you’re much more productive in a coffee shop or with headphones in, then do what works for you. Oh, and have some fun while doing it.
4. Breathe. Don’t let the nerves get to you.
We all have moments at work when things seem to be a bit overwhelming – a deadline, a boss, a co-worker, all of the above, etc. The key to success here, is to breathe. Things aren’t as bad as they seem. If you can keep calm and divide and conquer, I promise things will be easier.
5. Be the hardest worker.
Contrary to what my friend told me, I think it’s important to be the hardest worker as well as a smart worker. Being smart isn’t enough if you’re lazy or doing your work without intention. The trouble with choosing one over the other is that you think that they aren’t two separate entities that need to work together in order to achieve success. Work smarter, AND harder.
What advice do you have to be a smarter and harder worker to achieve success?
by Belinda Lui | Dec 16, 2013 | Business Success, Latest
Productivity means making active steps towards accomplishing something — not thinking about what we have to accomplish. What are we “putting down” when we “put it down on paper”: a current of thought, a torrent of emotions, the first incisions of a decision Flannery O’Connor said that she writes in order to discover what she knows. And as research into writing shows, the act of tracing your thoughts across a page can make you more productive, more emotionally aware, and a less irrational decision maker.|
If we spend less time trying to remember what we have to do and spend more time figuring out how we are going to do them, this will result in increased productivity and efficiency.
Here’s why…
1. Writing clears the clutter from your mind
TED speaker David Allen emphasizes that your mind is for processing, not for storage. Storage of information, after all, can be outsourced in any number of ways, including writing down your to-do list on a pad of paper. The insight underlying this is that attention is a finite resource, one that gets depleted over the course of a day. So if you’re walking around thinking about what you need to do next–rather than thinking about how you’re getting to get it done–you’re misspending your neurotransmitters and letting your productivity suffer.
2. Writing assists in retaining a bank of knowledge
Productive people take better notes: if somebody is dropping knowledge on you, writing down what they say allows you to commit your attention to next insight–rather than trying to remember the last one. Like the Chinese proverb says, you can trust the faintest of ink more than the strongest of memories . As you take more and more notes on awesome things said and read, you can amass an awesome bank of knowledge.
3. Writing helps with realizing growth
Journaling in particular helps you see how you have grown. Harvard Business School research director Teresa Amabile has discovered that people feel more engaged, more productive, and have a greater sense of meaning in their work when they record even the most miniscule of accomplishments within their days. She calls this the Progress Principle: the more you’re aware of your progress, the more involved you’ll feel in making it continue to grow–productivity is making use of this learning.
4. Writing helps you understand your life
University of Texas psychologist James W. Pennebaker has found that writing about their lives helps people to organize their thoughts and find meaning in their traumatic experiences–from people diagnosed with HIV to Vietnam veterans. This is crucial, since the more meaning you find in your difficulties, research shows, the more resilient you’ll be in over-coming them, which reminds us of how the happiest people often have the hardest jobs.
5. Writing helps you become more wise
The last reason to write about life: it helps you study your emotions, which makes you wiser, faster.
“What we construct as wisdom over time is actually the result of cultivating that knowledge of how our emotions behaved,” says USC neuroscientist Antonio Damasio, “and what we learn from them.”
This reinforces Nobel Prize winner Daniel Kahneman’s recommended first step for making better decisions: buy a notebook
(Information from: Fast Company)
How has writing helped you in terms of productivity? Tell us in the comments.
by Belinda Lui | Dec 11, 2013 | Business Success, Latest
As Heraclitus so succinctly put it, “The only constant in life is change”. As people, some of us struggle daily in order to adapt to the changes that life thrusts upon us. As professionals, the same theory applies. The workplace, the marketplace, even the avenues in which we conduct our business are changing at rapid speeds – so how do we stay on top of it all? How do we ensure that we are doing what it takes to be ahead of the game?
There are probably plenty of ways, but I’ve compiled a list that has helped me stay relatively successful with change, in work and in life:
1. Know your strengths and weaknesses
With a Type-A personality, I like to believe that I can do anything and everything; under budget, on-time, and better than anyone else can. It’s humbling to discover, however, that failures are blessings in disguise. They teach you how to be better. If you learn from your mishaps, you will sooner recognize where you sink and where you swim.
2. Persistence
Failing at things is a good thing. Success doesn’t look like smooth-sailing; it looks a whole lot like multiple do-overs, learning from your mistakes each time. The discovery step on the road to success and embracing change, is probably my favourite. Keep failing until it works. To quote the late Nelson Mandela, “Do not judge me by my successes, judge me by how many times I fell down and got back up again”.
3. Motivation
Realizing that nothing stays the same for very long, it isn’t ideal to remain idle in anything that you do. Even when you’ve mastered a skillset, you must remain motivated to stay current with emerging trends. What motivates you? For me, it’s working in a position that continually challenges me to be better at what I do, no matter what that may entail. Figure out what motivates you and keep reminding yourself of this when things seem unbearable.
4. Work/Life Balance
What’s that? With the uprising of Social Media and Technologies, you’re almost always connected to your workplace. It’s important to keep your work life and your personal life separated, however, even if that means putting your SmartPhone somewhere where you won’t be tempted to respond immediately. You can set aside dedicated time slots throughout the night to check work e-mails but it is easy to get carried away when these boundaries are not clearly defined.
Change is inevitable, but hopefully this list gives you some insight on how to more readily embrace it.
What are some of the ways that you deal with change?
