Archive for the ‘Tuesday Tip’ Category


Nextiva Tuesday Tip: How to Manage Your Team and Still Get Your Own Work Done

One of the biggest challenges for any small business owner—or, for that matter, for any small business owner’s key managers—is how to manage people while still getting their own day-to-day work done. If you, like me, feel it’s important to be responsive to your team and value an open-door policy, you can often find yourself pulled in two directions as you balance an urgent task with an employee who urgently needs to talk to you.

How can you manage a team, put out unexpected “fires” in your business and still get your own work done? Here are three tips.

  1. Practice a closed-door policy. Not all the time, but at least one or two hours a day, set aside time when everyone knows that you’re not to be interrupted. Typically, the early morning hours work best for this. If you find this policy too difficult to stick to in the office, consider working at home for the first hour or so of the day before you head in to work. Once you’ve got that precious time, don’t waste it on small stuff—use it for activities that require concentration and focus, such as long-range planning or proposal writing.
  2. Delegate. As small business owners, we often like to keep our fingers in every pie. If you’re lucky enough to have managers working for you, make sure that employees go to their managers with questions, concerns or problems first before escalating it up to you. This doesn’t mean you’re an untouchable god on a throne in your office—it just means you shouldn’t be the first person that people come running to when they have a problem.
  3. Empower employees to create their own solutions. Very early in my career, someone gave me this advice: Never go to your boss with a problem until you’ve come up with at least two possible solutions on your own. Asking your employees—at all levels—to follow this rule will not only save you a lot of time coming up with solutions, but will also give your employees valuable lessons in coping with issues that arise at work. They’ll be better workers for it—and you’ll probably find that they often come up with better solutions than you would!

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Nextiva Tuesday Tip: 5 Tips to Motivate Your Part-Time Employees

If you’re like many small business owners, you have more part-time employees now than you did in the past. As employers seek flexibility in hiring and the ability to staff up or down as needed, part-time workers can often be the most cost-effective option.

But financial cost-effectiveness can come at a different cost. It’s often harder to manage and motivate part-time employees. They may not feel as connected to the company as full-timers with salaries and benefits, and for many of them, the job is short-term.

How can you motivate part-time workers despite these challenges? Try these tips.

  1. Show them where they fit in to the company’s structure and goals. It’s easy for part-timers to feel divorced from the “big picture,” especially if their work schedules vary from week to week. To create consistency, training for new part-timers should include an overview of the company’s organization chart, getting to know all the employees they’ll be working with, and how their job adds value to the company. By showing part-timers they’re not just random people who shows up on alternate afternoons, but instead are essential to your business’s success, they’ll feel more connected to your company.
  2. Know what they value. Different part-timers value different things, so it’s important to treat part-time employees as individuals. For instance, a mom working part-time may value consistent hours so she can spend after-school time with her kids; a senior working part-time may value social interaction with customers and co-workers; and a high school student working part-time may value flexible hours that give her time for school activities and a social life. Motivate each employee by ensuring they get what they value the most.
  3. Match them with mentors. Pairing part-timers with full-time mentors can ensure they’re kept in the loop about developments at the company that happen when they’re not there. It also gives them someone to ask questions of or express concerns to. In addition to helping with training and development, the mentor should also keep an eye on whether the part-timer seems happy and socially engaged as a member of the team.
  4. Plan for the long-term. Some part-timers are in it for a season, others want to work for you for the long haul. Show part-timers there are long-term opportunities at your business, and give them tasks that help them stretch and grow. For instance, if you hire a college student part-time during the summer, let him or her know if there are full-time job opportunities available after graduation.
  5. Use contests, rewards and incentives. Full-time employees have salaries and benefits to provide incentive, but you have to work a little harder with part-timers. Providing monetary rewards such as cash prizes for surpassing quotas or fun awards and recognition can make a big difference. For instance, has one of your part-timers excelled handing customer service calls? Then recognize his or her accomplishments at your weekly staff meeting, and perhaps offer a cash bonus or gift certificate. Get creative and think of rewards that match your corporate culture and your staff’s personalities.

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Nextiva Tuesday Tip: What Happens When Employees and Customers Clash?

???????????????????????????????????????????????Remember the classic scene in Fast Times at Ridgemont High where Brad (actor Judge Reinhold), working at a fast-food joint, loses his temper at a rude customer, gets yelled at by his boss in front of the customer and gets fired? The customer may have been satisfied (temporarily), but the fast-food restaurant lost a good employee (check out this clip).

When an employee clashes with a customer, how should you handle it? If you don’t want to lose good employees or alienate good customers, the answer is “delicately.”

1. Separate the combatants. If an employee has blown his or her lid at a customer, your first step should be to remove the employee from the situation and deal with the customer yourself. Tell the customer you’re sorry for what happened and you will talk to the employee separately.

2. Get the customer’s side of the story. Take notes so you can remember clearly.

3. Make it right with the customer. Find out what the key issue is. For example, is the customer upset because he can’t get a refund? Or has the refund been given, but the customer feels the employee was rude during the process? Deal with the business issue first (i.e. the refund), then soothe the ruffled feelings.

4. Get the employee’s side of the story. Again, take notes. Go over what the customer said. Keep in mind both parties may not give you a full or correct account, but at least you’ll have a handle on what happened. If other employees were present, you may want to get their eyewitness accounts separately as well.

5. Assess the damage. Depending on what you learn, you’ll need to handle the situation in different ways. Did an employee with multiple behavioral issues admit to badmouthing a customer, with four eyewitnesses corroborating it? If so, you need to take disciplinary action. Was a stellar employee accused of something by an irate and seemingly irrational customer she and four eyewitnesses deny? If so, you may actually want to let that customer know you won’t tolerate their behavior.

6. Talk to the employee. Most situations fall somewhere between these extremes. In that case, talk to the employee to figure out how she could have handled the situation differently and better. The problem may lie in her responses, in which case you need to educate her about how she’s coming across and standards for interacting with customers. Or the problem may lie in your company’s systems—maybe you need clearer guidelines about returns or more empowerment for front-line workers to make their own decisions.

Ultimately, working through customer/employee clashes will let good employees know you support them, let good customers know you’re committed to providing standout service, and make your business better every day. 


Nextiva Tuesday Tip: How to Get Control of Your Email

Is your email out of control? Are you constantly checking it on three different devices and feel like you never get out from under the avalanche? If your emails seem to be multiplying like rabbits, don’t despair—there are ways to get a grip and get back control of your life. Not all of the following tactics will work for everyone—but some should work for you.

  • Avoid checking email first thing in the morning. If you find that email sucks up your time and keeps you from accomplishing big projects, try designating the first hour of your day as email-free. Just be sure you use that time to work on key tasks that are crucial to your business—not busywork or checking Facebook. By dedicating a solid hour a day to focused effort, you’ll be amazed how much more you get done. (Disclosure: I offer this advice because so many time management people put it on their lists of must-do’s. Personally, I always check email first thing in the morning. To do otherwise seems counter-productive to me.)
  • Turn off email notifications. If your computer or smartphone dings every time you get a new email, no wonder you’re going nuts. Turn off notifications so you can focus instead of being interrupted every two seconds.
  • Set times for checking email. It’s human nature to seek out the new and exciting. When we’re bored or stressed, it’s natural to check our email to see if anything more interesting has come along. You’ll get more done if you set a few specific times of day for checking email—for example, one hour into your day, right before lunch, early afternoon and near the end of the day. If you let your team know about your email habits, they won’t panic when you don’t respond immediately.
  • Use filters, folders, rules and other tools. Whether you use Gmail, Outlook, Apple Mail or other program, investigate the tools available on your email program to help manage email. Spending a few hours now learning how to automatically sort emails into folders, set rules for what to do with emails and using filters to ensure you don’t miss important emails (and don’t waste time on pointless ones) will save you hours each day in the end.
  • Automate and delegate. If you frequently answer the same types of emails, such as a certain kind of customer inquiry, creating templates with stock language you can edit quickly will save you time. Or delegate these standard replies to an assistant (real or virtual).
  • Pick up the phone. Sometimes we spend hours going back and forth on email when a simple phone call would solve the issue in a flash. Never minimize the value of in-person communication.

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Nextiva Tuesday Tip: 5 Customer Service Trends You Need to Know About

In the pioneer days, customer service at the local general store meant a friendly greeting and wrapping a purchase in brown paper tied with string. Today, customers’ expectations have become far more sophisticated—and so has customer service. Here are some of the top customer service trends today, as identified by Forrester Research, and what they mean to your business.

  1. Customers want “pain-free” service. Basically, this means making it easy for customers to get the help they want, anytime, anywhere. For example, customers now expect to be able to use a variety of communications channels to get customer service. Voice is still the number-one channel used for customer service, but self-service, chat and email are all gaining in popularity. Moreover, customers expect the same level and quality of service, whether they’re using the phone or live chat. Finally, they expect to be able to start an interaction in one channel and seamlessly complete it in another.
  2. Stocksy_txp6f31b4d2H08000_Small_165665Customers are going mobile. Most customers expect to be able to interact with customer service on a mobile device. It’s important you don’t just present a smaller version of your desktop website on mobile; instead, use responsive design to ensure customers can view and interact with your site whether they’re on a tablet, desktop or smartphone. For mobile, your customer service interface should be simple, intuitive and easy to use.
  3. Customer service is getting proactive. One big trend Forrester noticed: Nearly one-third of bigger companies plan to invest in proactive outbound communications with customers this year. For your small business, that could be anything from calling customers to follow up after a sale, to randomly surveying customers about your service, to using shopping cart software that reaches out with an invitation to live chat when customers’ actions indicate confusion.
  4. Companies are moving customer service to the cloud. More companies are relying on cloud-based, SaaS solutions rather than installing software. This enables them to keep current on changes in customer service and maintain fluid databases with new knowledge about how to handle customer problems and inquiries.
  5. Companies are incorporating self-service. Forrester reports that 67 percent of consumers use web self-service knowledge to find answers to their questions. Savvy companies are looking to supplement their own knowledge bases with user-generated content, which enables customer service employees and customers alike to find answers to a wider range of questions and problems more quickly. 

Nextiva Tuesday Tip: 5 Steps to Managing Employees’ Internet Use

???????????????????????????????????????????????????????????Has the World Cup had your employees on the edge of their seats watching every game—at work? Today, it’s common for just about every employee of a small business to have Internet access on the job. While that generally enables your team to do their jobs more efficiently, other times it can really slow things down—or even put your business at risk from hackers, viruses and more. How can you protect your business and ensure productivity without becoming “Big Brother” when it comes to Internet use? Here are some tips.

  1. Protect. It’s easy for busy employees in a rush to accidentally click on a link or open an attachment that unleashes a computer virus. Take the basic step of ensuring your network and each computer has security software and that it’s updated regularly.
  2. Mind their own devices. More and more employees are going “BYOD,” or “bring your own devices,” to work these days. While this can seem like the answer to a budget-minded entrepreneur’s dreams, if employees use their own personal tablets and smartphones for work, it can open up a whole can of worms. In the long run, it may actually be more cost-effective to provide company-issued devices that you can control, update and monitor.
  3. Educate. No matter how much security software you install or how many automatic updates you run, most data loss occurs due to human error. Create a policy for what employees can and can’t do on their work computers, tablets and smartphones, and make sure everyone understands and signs it. Regularly remind employees of the importance of changing passwords frequently, keeping them secure, not installing software without permission and avoiding questionable emails or links.
  4. Check it out. Being on Twitter, Facebook or YouTube can be part of an employee’s job—or it could just be distracting them from their jobs. If things are out of hand, you might consider installing monitoring software on stafffers’ computers, which can tell you what websites they visit, what emails they get and what they do online. This seems like a drastic step, so a more comfortable solution may be simply for you to get out and walk around your business and interact with your employees. You’ll be able to tell who’s goofing off.
  5. Be real. Don’t pretend no one ever goofs off online. Instead, acknowledge the reality and work around it. For example, does your staff want to watch a sports event? Talk about ways people can get their work done early so they can enjoy some bonding time watching the game together. That can be just as good for your business as working can. 

Nextiva Tuesday Tip: Declare Your Employees’ Independence

???????????????????????????????The best thing the owner of a growing business can do is give his or her employees their independence. No, I’m not talking about firing your employees; I’m talking about giving them the freedom to make their own decisions about how to get their work done.

As you undoubtedly know by now, it’s pretty much impossible for a small business owner to single-handedly do everything that needs to be done. That’s why you hire employees, right? Then why do so many of us refuse to let employees do their jobs, instead micromanaging them until they (and we) are miserable?

Here are four steps to giving your employees their independence.

  1. Provide training. Of course, you don’t want employees to totally wing it. Provide training in how to do the job, and give them direction in terms of what you want the results to be and what the overall goal is.
  2. Step back. Once employees know what you want and how to get there, step back and let them get from Point A to Point Z without offering your help (unless, of course, they ask). Who knows? Your employees might figure out a better way of getting things done.
  3. Empower decision-making. Customers hate it when employees have to “ask a manager” about every little thing. Provide parameters within which employees can make their own decisions about customer service, such as offering $X amount of comped food in your restaurant or refunding a certain amount of money with no questions asked. When employees feel trusted, they feel valued.
  4. Plan for the future. Discuss with your employees where they want to go in your company and how they can get there. When employees feel you have a stake in their future, they’ll give the business their all.

By giving your employees their independence, you’ll also gain freedom—the freedom to focus on what really matters in your business instead of sweating the small stuff. 


Nextiva Tuesday Tip: How to Develop a Content Marketing Strategy

Are you using content marketing in your small business? If you ever write blog posts or articles for your business website, send out email newsletters or even post on social media, the answer is yes. Content marketing means creating content (text, visuals or both) and sharing it with your current and prospective customers through your website, social media or elsewhere online.

Content marketing is becoming more important as a marketing strategy. Last year, 90 percent of business owners in the Content Marketing Survey Report from Econsultancy and Outbrain predicted content marketing would be more important to business in 2014. What separates successful content marketers from those who try and fail? Having a content marketing strategy is crucial.

With just 38 percent of those in the survey reporting they have a content marketing strategy, developing one will clearly put you ahead of the pack. So how can you create a successful content marketing strategy?

  • Set goals. Figure out what you want your content to accomplish, whether that’s educating potential customers, getting existing customers to buy more from you, spreading the word about your business or establishing you as a thought leader in your industry.
  • Create quality content. Good-quality content is key to success. If you don’t have the talent or staff in-house to create good content, use sites such as Freelancer.com or Elance.com to find qualified content marketing writers.
  • Mix it up. Content isn’t just words—in fact, photos and videos often get more attention. Consider posting pictures of your employees or customer events, videos demonstrating your product in action or behind-the-scenes interviews with employees or satisfied customers to add excitement to your content.

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Nextiva Tuesday Tip: How to Stop Wasting Time With Meetings

Are you and your employees spending too much time in meetings? In-person meetings can be the best way to get everyone on the same page, brainstorm new ideas or inspire teamwork. But meetings can easily spiral out of control and start devouring your workday, preventing you and your team from actually accomplishing all the stuff you’ve been meeting about.

Here are five ways to keep your team meetings manageable and productive.

  1. Stop the status meetings. Many businesses set up a weekly “status meeting” for everyone to check in and let the rest of the team know how their projects are going. Typically, this information could be just as easily conveyed by sending a status report everyone can read in 10 minutes.
  2. Keep it short. You’ve heard the saying “Work expands to fill the time available,” and the same is true of meetings. Always have a firm start and end time for your meetings—ideally, no longer than half an hour. This keeps everyone focused. Start wrapping up five minutes before closing time.
  3. Meet on the move. Try holding meetings with everyone standing up or meetings walking outside (obviously, the latter works better with a small team). Attendees will feel more energized, which makes standing meetings a great way to announce companywide changes or other news you want everyone to be excited about.
  4. Ban device use. Smartphones can make meetings take longer as people distracted by their devices miss key information and have to be brought up to speed. If your meetings are half an hour or shorter, it shouldn’t be a problem for everyone to put their phones face down on the table and focus. For longer meetings, set hourly breaks when people can grab refreshments, use the restroom and check phones and tablets.
  5. Be tough. Whoever’s in charge of the meeting needs to be tactful, but strict about keeping conversations on topic, managing “meeting hogs,” ensuring the meeting ends on time and clarifying next steps. If you can’t do this, appoint someone who can. 

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