Archive for the ‘Business’ Category


The Danger Of DYPII (Did You Plug It In?)

In pulling off a successful service recovery (the times when a customer contacts you to complain about your service or product, or needs your help in addressing a service-related breakdown) one factor that underlies your ultimate success or failure is the language at you use.  For this reason, service-recovery language needs to be chosen intentionally in your business, ideally codified and immortalized in a “language lexicon” that all can refer to.

The language of calming, apology, and probing

You’ll never successfully calm an upset customer without the right words and phrasing. ‘‘I’m sorry, I apologize’’ are the words, delivered sincerely, that your customer wants to hear. Phrases like ‘‘It’s our policy’’ and any synonyms for ‘‘You’re wrong’’ must be banished. (If, in fact, the customer is wrong and there is a bona fide – e.g., safety-related or legally required – reason to point this out, you need words that express this obliquely, such as ‘‘Our records seem to indicate…’’ and ‘‘Perhaps… ’’ so that she can realize her error but also save face.

The five words you can never say to a customer: "Did You Plug It In?"

?????????????????????????There is a specific moment in service recovery where the language used (and the timing of when you use that language) comes most crucially into play.  When a customer is looking to resolve an issue, you are often put in an exploratory position that requires you to ask rudimentary questions like:‘‘Are you sure you, uh, typed in your password correctly?’’

I refer to these as DYPII (‘‘Did You Plug It In?’’) questions. DYPII questions (pronounced “dippy”), no matter how justified, are highly likely to raise customer hackles. If you bring up DYPII questions right away, before you’ve taken the time to sincerely apologize to the customer for a service breakdown—and before your customer has accepted your apology—they’ll almost universally be considered offensive.

But after you’ve apologized, and taken the time to help your customer develop a spirit of collaboration with you, the same questions are generally tolerated well, if you use the correct language.

Every industry has its own, often predictable, set of “DYPII” questions. Plan for them. Find new phrases to use. It makes all the difference.

In fact, the classically infuriating DYPII question, ‘‘Did you plug it in?’’ can be rendered as ‘‘Maybe the wall connection is loose. Can you do me a favor and check where it plugs into the socket?’’


How to Plan Your Holiday Vacation While Keeping Your Business Running

11-26 holiday vacation small The holiday season is upon us, and with that comes vacation time for many entrepreneurs. If you’re on the fence about shutting down your business while you go over the river and through the woods because you’re worried you’ll miss out on sales or opportunities, keep reading. You absolutely can take a vacation while keeping your business alive. Here’s how:

Tip 1: Start Planning Early

If you know you’ll be out between Christmas and New Year’s, plan for your vacation now. Let your clients know you’ll be out, and if they need any work done, to inform you now so you can get it done early. Clear your plate of work so that you can walk out the door confident that you didn’t leave any activities undone. This will also help you transition back to work on your return, and keep you from having to face a giant pile of work after such a relaxing vacation.

Tip 2: Put Someone in Charge

If your company will continue to operate in your absence, find a replacement for you for the week. At the minimum, you need a point of contact you can include in your vacation email autoresponder so that if people who email you need immediate help, they can get it. I always give a few points of contact in my autoresponder so that the appropriate person can help my clients.

Make sure the person you put in charge is confident in “being you” while you’re out. Go over any protocols or questions they have, and discourage them from contacting you unless it’s a true emergency. Empower them to make decisions in your absence.

Tip 3: Schedule Your Marketing

What I love about marketing tools these days is how you can schedule your social media updates and blog posts in advance. No one even needs to know you’re not working! Carve out time from your busy schedule to get your social media updates scheduled in your absence, as well as to write a few posts to go live while you’re out.

Tip 4: Tie Up Loose Ends

Do you have bills due while you’re out? Meetings you’re supposed to attend? Make sure everything is squared away so you don’t disappoint anyone who expects to meet with you (and don’t miss due dates for bills!). The more details you pay attention to now, the more refreshed you can return to the office after the holidays.

Tip 5: Relax. Your Business will be Fine

More than all the tactical, this is the hardest for many business owners. They are convinced that their businesses will fall apart if they’re not there. But the truth is, your business can handle it. Whether you’re a solopreneur or you have a capable team, if you’ve let clients know you’ll be out and done your part to clear your plate, you can relax and enjoy your time off.

And given that many other people take vacations at the end of the year, rest assured that there will be no crises while you’re out!


Nextiva Tuesday Tip: How to Be Productive During the Holidays

Mother and Daughter Making Christmas Cookies for SantaAre you one of those small business owners whose holiday wish would be for “more hours in the day”? Even if you’re usually a model of efficiency, the holidays—with their hectic schedules, family visitors and employee vacation days—can throw everything off.

How can you stay productive and still enjoy the holidays? Try these tips.

Plan ahead. Let employees know how far ahead of time they should put in requests for time off. Employee scheduling software tools can make things simpler, especially if you run a business like a retail store or service provider that gets slammed this time of year. And be prepared for employees to call in sick at the last minute—that’s simply what happens this time of year, so have a backup plan in mind.

Prioritize. Both in your personal and your work lives, it’s important to know which battles to fight. If you’ll save time, money and sanity by sending e-cards this year instead of mailing 200 paper cards to your client list, do it! If you always knit scarves for family gifts but this year a huge project is getting in the way, take a break from the tradition to do something simpler. Know what you aren’t willing to compromise on, and stick to that decision.

Hand it off. You can delegate almost anything these days. Try services like TaskRabbit to handle time-consuming chores like running to the post office or picking up your drycleaning. Holding a family gathering? Hire a cleaning service and get the meal catered or at the very least, have your groceries delivered instead of heading to the store. The concept works for business, too—if your staff is overloaded, call a temporary help agency, enlist a teenage relative home from college to help out for a few days, or connect with a virtual assistant.

Tap technology. Use mobile devices, apps and cloud services to access your business files, data and documents wherever you are so you can get work done wherever you are. Devising templates, auto-responses and keyboard shortcuts lets you create files or reply to inquiries quickly so you’re not reinventing the wheel every time.


Don’t Do This! 5 Mistakes You Can Avoid When Handling Your Staff

I’ve hired and fired enough people to know what works and what doesn’t in terms of managing staff.  When you’re dealing with people, things can be unpredictable, but I’ve learned a few lessons that always hold true.  Here’s my top list of things you should NOT do when you’re dealing with your staff.

  1. Expect the same dedication you bring to the office.  Your company is your baby.  It’s your dream, your vision, and your potential payoff.  Your staff – even the most vibrant, engaged employees – are in it for the paycheck.  They don’t stand to gain as much as you do if you succeed, and they don’t see the same value you do in sacrificing their energy, free time, and income.  If you expect your staff to give up their lives in service of your vision, you’re asking too much, and you’re certain to be disappointed.  Be realistic about what you can expect from your staff.
  2. Give a lofty title to a rookie.  In the absence of tons of free money, entrepreneurs sometimes have to be creative when it comes to rewarding their staff.  Don’t attempt to compensate your staff by giving them titles they haven’t earned.  If you hire on an admin to handle your corporate Facebook and Twitter account and put “Chief Marketing Officer” on the new business card, you’re setting yourself up for problems.  If your new Chief Marketing Officer learns that his title usually comes with a much higher salary out in the marketplace, he’s likely to become disgruntled and feel like he’s undercompensated.  Give your staff authentic titles.
  3. Not handling reviews on time.  Your employees know their start dates, and you should too.  Not only do formal, regular reviews give you a chance to address any problems, but they also give your staff valuable feedback on what they’re doing right.  Don’t overlook an opportunity to praise your staff.
  4. Train and pray.  It’s expensive to hire and fire staff, and one of the most commonly made mistakes in the way business owners handle their staff is to skimp on the training.  If you send an employee out with inadequate training, not only are you running the risk of disappointing your customers, but you’re also fostering uncertainty in your new hire.  Let your staff know that you care enough about them and your clients to train and support new hires properly.
  5. Messing up the first day.  Your new hire starts forming an impression of you and your company the second they walk through the door on the first day on the new job.  You can either impress your new employee with business cards, formal, supportive training, and a schedule for the first day, or you can put them in a corner and let them fill out paperwork.  Start your staff off right – thoughtfully, deliberately, and with a warm welcome that lets your employees know you’re glad they’re there.

Hiring and firing employees is time consuming and can be very costly.  When you add in the immeasurable value of great staff, you’ll realize right away that making a conscious effort to handle your staff properly will pay dividends.  You’ll be able to retain great staff and continue to give your customers great value, and you’ll also free yourself up to develop new business, rather than dealing with staff troubles.

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Improving Customer Service? Try These 4 Tech Tools

11-21 tech customer service toolsCustomer service can make or break a business, especially in an era of online reviews and social media. One post about a bad experience with your company can linger online for years, scaring away business and harming the professional reputation you’ve worked so hard to build.

But technology can help businesses, too. A wide variety of tools are available to help businesses manage their customer service, automating processes to prevent calls from falling through the cracks. Here are four tools that can put your business in control of all of its interactions with customers.

Ticketing System

Whether a business is handling an occasional call for assistance or hundreds of support requests each day, a ticketing system can help bring it all together. Each call that comes in creates a new ticket that remains open until the issue is resolved to the customer’s satisfaction. The call is routed to the right support representative and escalated as necessary, with each employee logging notes as they work to help the customer. By regularly extracting reports on tickets, a business can pinpoint trends, including specific issues with a product or service, giving it the opportunity to fix those issues.

Live Chat

As your business grows, your website will receive multiple visits each day from customers interested in learning more about your product. The ability to initiate a chat to ask questions can make a big difference to both new visitors and current customers, some of whom feel more comfortable chatting through an online interface than picking up the phone to call. This technology has evolved even further in recent years to allow businesses to initiate a chat with every guest who visits. As a user clicks around your site, an invitation to chat (usually phrased as “How may I help you today?”) can be sent, with the customer opting to either close it or engage in a conversation.

Virtual Call Center

Cloud technology allows businesses to set up an affordable customer service desk online. Representatives no longer have to drive into an office each day to gather in clusters of cubicles. With a virtual call center, each customer service representatives can login from any internet-connected device to begin accepting calls, freeing up businesses to hire employees to work from home. With reporting and call management features, virtual call centers also provide ongoing insight into call volume trends for resource planning purposes.

Google Alerts

When a customer has an issue with a product or service your business provides, he can easily blast it across the internet before you’re even aware of it. By setting up Google Alerts for any mention of your brand, you’ll know immediately when you’ve been mentioned on social media or online review sites, giving you the opportunity to engage in damage control before the problem spirals out of control.

Quality customer service is essential to a business’s ongoing success. Thanks to technology, it’s easier than ever to implement and manage high-quality customer service desks. With many of these features coming with built-in reporting tools, you’ll have insight into your customers that will help drive future business decisions, improving your efficiency and keeping you in better contact with the consumers you’re serving.


Go Find the Thin Places in Your Business

Wide avenue with trees on each side forming a shaded tunnel.When was the last time you felt inspired and then fundamentally changed your view of the business world?

In the hustle and thickness of every day, it is rare to have a transformational experience. Most small business owners see their days as a list of to-do’s they must check off. Typically this provides nothing more than a sigh of relief or a sense of frustration at the conclusion of every day.

This is one reason why taking scheduled breaks to recharge from the daily routine is so important. It can thrust you into places where you can have new experiences and gain totally different perspectives. These are called thin places.

Characteristics of a Thin Place

According to Eric Weiner, cultural traveler and writer for the New York Times, thin places can be charming, enchanting, and awe-inspiring. They can be calming, yet stir feelings and emotions. Time passes pleasantly in these places, without feeling a need to track it. They are places where one can’t help but marvel at beauty, efficiency, and the power of everything. Thin places are where wisdom just sits. They prompt you to ponder rare and new thoughts. They help you make thought associations that have alluded you.

In his article, Weiner explains that thin places are not necessarily tranquil, beautiful, or fun. They usually aren’t places like Disney World or an awards dinner. Thin places are where there is not agenda. They can be natural places like the Sonoran Desert or the ocean. They can be man-made parks or city squares. For some people, thin places can even be an airport or a local bookstore.

Purpose of Thin Places
Thin places give people new perspectives. They don’t necessarily provide “spiritual breakthroughs”, but they do change the way one sees the world. They disorient, confuse, and transform. People leave as different, yet perhaps more authentically themselves, after encountering a thin place. They see themselves and their business from a different place.

How to Get to Thin Places
Usually, thin places are just stumbled upon. In order to increase the likelihood of encountering thinness, you must start by having no preconceived notions. Thinking you will walk out with a brilliant idea or revelation will probably mean disappointment. There are no guidebooks to take you there since thin places are not the same for everyone. Each person must discover what thinness looks like to them.

Whether you are traveling the world or a local neighborhood, be open to new places and experiences that don’t exist inside your office or your company. It’s not so much the place itself as it is how you feel in that place. You must find the places where you feel thin – where you feel really you.

My thin place is at Wallace Desert Gardens in Scottsdale. Where are yours?


Everyone In Your Company Needs To Be Responsible For Complaints

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Here’s an important question to ask yourself: Whom do you feel should be responsible for the customer experience at your company?

How you (and others in your organization) answer this question can make or break your company.

Here's my answer.

Make everyone responsible for the customer experience.  Responsible for handling complaints. For suggesting improvements in your processes. For maintaining the customer-friendly processes you already have. If you don't,  you'll find the actual responsibility for the customer experience at your company devolves quickly "no one."

This answer isn't as pie-in-the-sky as it sounds. "Everyone" here is shorthand for “everyone, to the extent of their abilities, to the extent of their trainability and to the extent they interact with customers.”

The picture of customer service we need to get out of our heads — and out of our businesses — is the old, compartmentalized version: an isolated clerk on an upper floor of a venerable department store, where customers have to schlep their returns to get an adjustment.

Instead, teach Joan in Sales and Jeff in Shipping how they themselves can initiate a service recovery. Jeff may not be the right person ultimately to fix the problem, but if he encounters an unsatisfied customer, he needs to know how to do more than say ‘‘I can’t help you, I just send boxes.’’

Even Dale, who cleans the toilets, should be empowered beyond helpless reactions like ‘‘Um, you’d need to ask a manager about that.’’ Customers hate to hear ‘‘You need to ask a manager.’’

Dale will feel better about himself and your company, his customer will feel better about herself and your company, and service problems will tend to turn out better if Dale has been trained to express confident enthusiasm: ‘‘Certainly, I am so sorry. I will help you with that,’’ followed by finding the right person to solve the problem (even if that does happen to be, in fact, a manager).


The Power of the Press Release

11-19 press release smallAs a small business owner, you need as many tools in your marketing arsenal as possible. Press releases are an excellent resource for helping you reach more people online as well as attract the attention of journalists and bloggers. But you don’t need to hire a public relations professional to start leveraging press releases. Here’s your guide to getting started.

Focus on the Angle

Press releases, by their very nature, focus on news. They’re not promotional articles or advertising. So if you’re going to write one, you need a news angle. That might be that you just opened your shop downtown, or that you recently secured your first government contract. Ask yourself this: would this fit in my local newspaper? If not, you don’t have a topic for your first press release.

This is especially important when you reach out to journalists to cover your story. They don’t care how great you think your company is; they want stories that their readers are interested in. So keep your focus on relevant news, and you’ll be fine.

Consider Your Channels

There are websites that focus solely on distributing press releases online. These are great for getting your news out there on many sites, as well as getting links back to your website. The more places your press release is found, the more opportunity for potential customers, as well as journalists and bloggers, to stumble upon it.

Another option you have is to send that press release directly to journalists you think might be interested in your news. Start locally; you’ll have a better shot of making it in your local daily newspaper than on the front page of New York Times.

Keep Your Timing in Mind

If your news happens in two weeks, you need to start pitching journalists now, and ask them to honor the embargo of 2 weeks (that just means they won’t leak your news until your specified date). While journalists and bloggers will need more lead time to write the story, online press release distribution services don’t, and many can publish your release within a few hours of submission. Chart out your timing before you need your news announced so you avoid last minute time crunches that could ruin your carefully-timed news announcement.

Watch Those Metrics

One of the purposes of using press releases online is to attract website visitors. Once you’ve published a press release or have gotten mentioned in online media, check your analytics after a few days to see if this coverage resulted in a boost in traffic. See where the traffic is coming from; one site that publishes press releases might send more than another, and this is important for your overall marketing and PR strategy.

One press release won’t result in dozens of new customers, but a steady cadence might. Only publish releases if you’ve got something newsworthy, but do build them into the bigger picture.


Nextiva Drive: The Cloud Storage Solution You’ve Been Waiting For

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Nextiva is excited to announce the launch of Nextiva Drive, its complete cloud storage and sync service that allows you to access your important files anywhere, anytime. Perfect for businesses both large and small, Nextiva Drive is compatible with any desktop or mobile device, allowing you to sync your files in real-time across devices, seamlessly collaborate with remote coworkers on projects, and backup your files automatically, or on a schedule of your choosing. Features include:

  • Online Data Storage allows you to access all of your business data from anywhere—no hardware or IT staff required
  • Secure Data Transfer ensures your files are transferred securely via encrypted data from one device to another, or to the cloud
  • Automatic Backup so you never lose a file
  • SSL Security for added protection
  • Team Collaboration allows you to share files across devices, projects and locations, whether your team is in the office or remote
  • User Role Administration gives users different levels of access based on their role
  • Drag-n-Drop File Backup for easy uploading of new files to your cloud storage
  • Real-time Sync saves new files or changes to data across all of your devices

In addition to the features above, Nextiva Drive is supported by Nextiva’s 100% U.S.-based Amazing Service Support Team. To learn more about Nextiva Drive and the plans available, check out this video and visit www.nextivadrive.com




 
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