Would you consider yourself to be a Networking Ninja?
The Ninja Networker
Developing some of the qualities of a Ninja would greatly enhance your Networking skills.
The following characteristics are attributed to Ninjas: Continue reading
Be a Networking Ninja!
Posted in Business building
Tagged added value, Business building, Lorraine Lane, marketing, Networking, ninja business tactics
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Are You Rockin’?
When I spent a few weeks of the summer with my grandparents who owned a large dairy farm in Vermont, one of my favorite things to do was to Continue reading
Posted in Business building
Tagged action plan, Business building, business planning, implementation, Lorraine Lane, marketing
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Customer Service Week
Posted on Patch.com on September 29, 2011 at 8:26am
Each year during the first week in October, businesses across the United States and around the world observe Customer Service Week. The intent of the dedication of this time to customer service, is to bring attention to those who provide service to the customer: the tellers, the sales rep, the receptionist, the call center associates and help desk professionals.
In 1988, the International Customer Service Association initiated the event and in 1992, the U. S. Congress declared the first week in October Customer Service Week as a National observance.
Customer Service week has five objectives:
1. Acknowledge your customer service department.
2. Reward your frontline for their connection to your customers.
3. Raise awareness of the important role customer service plays in business
success.
4. Show appreciation to other departments or businesses for their support in
the service of your customers
5. Broadcast your company’s commitment to customer satisfaction.
Here are ways you can celebrate Customer Service Week:
•Decorate your office or place of business to show your commitment to customer service.
•Throw a party!
•Brag about the service you provide to your customers.
•Thank your customers. Let them know they are important to you.
•Reward your staff.
How will you celebrate Customer Service Week?
Lorraine Lane
Business Coach / Program Facilitator
813-402-6224 (w)
813-486-2837 (m)
352-797-4007 (w)
2643 Narnia Way, Suite 102
Land O’ Lakes, FL 34638
Posted in Business building, customer service, Marketing, Public relations, Referrals
Tagged public relations, referrals
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Where is Your Difference?
Posted on Patch.com on August 8, 2011 at 2:00pm
Right now, there are potential customers who are looking at your business and making a comparison between you and your competition. If they don’t see much difference between you and the others, then clearly you don’t stand out as the obvious choice. Both you and your competition advertise that you offer quality products and services. You are all competent, experienced and helpful.
You aren’t competing on price, are you?
When businesses try to differentiate themselves by offering the lowest price, they fall into the snare of the commodity market. Unless you have no choice, please do not choose to differentiate yourself by offering the lowest price. It will be very costly to climb out of that hole.
Here are 5 ways to distinguish your business:
•Be Fast: Respond quickly. And, always be on time.
Become known for your prompt return of phone calls. Guarantee on time delivery.
Respond. Follow-up. Show up. A handy-man business owner, whom I coached, was noted for on-time arrival for appointments. It was clearly a differentiator and earned his business many referrals. Because of this differentiation, he did not have to be the lowest price offer to build his business.
•Be Easy: Easy to do business with, that is.
Review your processes and make sure that there aren’t glitches that are costing you customers. If there are ways to simplify a process or make doing business with you easier, make those adaptations now.
•Show Value: Spell out the value that your customers will enjoy when they do business with you.
Do not assume that your customers know that you’re worth what you charge.
Educate your customers so they fully understand why they have made the
right choice in doing business with you.
•Be Relevant: Serve your customer with a ‘big picture’ approach.
Always look beyond your customer’s immediate needs with a bigger view of how
you can create opportunities for them or help them to succeed. As an example, a company that provides accounting services to businesses holds several complimentary seminars each year on how to better manage finances for their clients.
•Deliver with Excellence: Consistently good service earns the loyalty of customers.
When service is dependent on the mood swings of your staff, it is time to do some coaching. Talk about your expectations, the standards of service excellence that you want delivered every time. Model the behavior that you expect. Example is the best teacher. It is never OK to be inattentive, impatient or unkind to customers. Period.
How do you differentiate your business?
Lorraine Lane
Business Coach / Program Facilitator
813-402-6224 (w)
813-486-2837 (m)
352-797-4007 (w)
2643 Narnia Way, Suite 102
Land O’ Lakes, FL 34638
Posted in Business building, customer service, Marketing
Tagged referrals, Uniqueness
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It’s Be Kind to Humankind Week
Posted on Patch.com on August 23, 2011 at 10:00am
I just learned about this upcoming celebration this past week. This week has been celebrated annually for the past 22 years. In 1988, Lorraine Jara read an article in her local newspaper that upset her. Two men in a boat equipped with radio equipment passed by two other boaters who were in trouble and needed help. When the troubled boaters asked for help, they were refused and consequently one of the young men died.
Jara felt that this story needed to be told to raise awareness and to serve as a reminder that we are a community and that we must respond to the needs of our neighbors.
Be Kind to Humankind Week gives special emphasis on each of seven days:
•Motorist Consideration Monday
•Touch-a-Heart Tuesday
•Willing to Lend a Hand Wednesday
•Thoughtful Thursday
•Forgive Your Foe Friday
•Speak Kind Words Saturday
•Sacrifice Our Wants for Others’ Needs Sunday
This week long initiative has received significant publicity and has been listed in Chase’s Book Of Annual Events. Jara says, “Signs of positive change surround us if only we choose to see and hear them.” It is her hope that people will choose to recognize the humanity of those around them, respond with care and concern and that the media will choose to give more attention to these uplifting stories.
You might be asking what the “Be Kind to Humankind Week” has to do with business. My response is, “it has everything to do with business.” Monday certainly speaks to patience while traveling for business. This could lower your stress level. If you don’t practice motorist consideration for the sake of others, then do it for yourself! Touch-A-Heart on Tuesday and spread the love to your customers. Let them know you care about them. On Wednesday, when the opportunity to lend a hand comes your way, offer your time. How can you show your thoughtfulness on Thursday? Think small! It is those small considerations that matter. Open the door for the person behind you. Smile at someone and brighten their day. On Friday, forgive one person and do it for yourself! There is an old saying that holding a grudge is “like drinking poison and waiting for the other person to die.” End the week by recognizing that your words are powerful. Use them well and kindly. On Sunday, do something to bring joy to another person. You’ll warm your own heart.
Please join me during Be Kind to Humankind Week and seize the opportunity to be more kindly aware of our clients and community. Share your stories to inspire others.
Be kind!
Lorraine Lane
Business Coach / Program Facilitator
813-402-6224 (w)
813-486-2837 (m)
352-797-4007 (w)
2643 Narnia Way, Suite 102
Land O’ Lakes, FL 34638
Posted in Business building, Marketing, Public relations
Tagged Business image, community involvement, public relations
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Mind Your Own Business – 2
Posted on Patch.com on July 6, 2011 at 7:34am
You’ve heard the old saying that the first impression you make on someone is critically important and the opportunity for a second chance at a first impression is rare. Like it or not, the way we present ourselves and our businesses is a critical piece of ”minding your business.” Take a step back and ask yourself, ‘what do other people see or experience when they first meet me and my business?’
Recently, while working with an executive team at a local company, I was distracted by the appearance of one of the team’s members. In a group of well-groomed professionals, David (not his real name) stood out. He was a rumpled, torn jeans-clad mess. The others in the group have ‘special’ names for him and clearly he is not making a favorable impression on his peers, let alone clients. David appears totally unaware of the discomfort he creates for his peers but because he has longevity with the firm, his appearance is tolerated. I noticed that when clients are involved in meetings, one of David’s peers will make a remark or excuse to the client for David’s quirkiness.
A question I have is: Is the business bottom line impacted by David’s lack of professional presence?
There are surprisingly many people who are unaware of their inappropriate appearance and how it affects their business image.
What is your professional image saying about you?
Do you cultivate and present an inviting and welcoming business image? It is important to know your audience. As much as we want to be individuals, our audiences are much more comfortable when we dress the part and meet their expectations.
Think about your own expectations of the businesses you interact with. The grocery store, for instance. Would it be a turn-off if the store personnel wore rumpled and dirty clothes and were unkempt as they wrapped your meat or chicken? Or if the pharmacist clearly had dirty hands? We expect a certain appearance from those with whom we do business. Your customers have expectations of you … and, most times, they are unspoken.
Lorraine Lane
Business Coach / Program Facilitator
813-402-6224 (w)
813-486-2837 (m)
352-797-4007 (w)
2643 Narnia Way, Suite 102
Land O’ Lakes, FL 34638
MYOB Mind Your Own Business!
Posted on Patch.com on June 23, 2011 at 10:00am
Do you remember chanting “mind your own business” to your friends when didn’t want to talk about something uncomfortable? Most times an “MYOB” only created more curiosity about your failed test, bad mark on your report card or reason for detention. Not that any of those scenarios happened to me!
This blog is about Your Business and how to “mind” it so you can enjoy the success you envisioned when you started your business. So, Mind Your Own Business is about talking and sharing and learning from each other.
How do you “mind” your business? How do you pay attention to what’s important?
Let’s start the conversation!
Lorraine Lane
Business Coach / Program Facilitator
813-402-6224 (w)
813-486-2837 (m)
352-797-4007 (w)
2643 Narnia Way, Suite 102
Land O’ Lakes, FL 34638
