PMS - i Spy

Ah! This is helpful!

2010-04-27T14:48:00.000-07:00

I recently contacted a company that provides various services, including printing services. I initially checked their website for a contact in this department, but no such animal was provided, so I gave them a call.

I was greeted not by a human being, but a recorded message, which provided a personnel directory that include the staff member name and direct extension.

Helpful for EXISTING customers, but what about PROSPECTIVE customers?

Oh, and did I mention there was no option to speak with a "live" staff member?

What did I do?

Hung up, said a few choice words about their system and called another company.

Talk about missed opportunities!

When should you answer your phone and when should you let it forward to voicemail?

2010-02-28T04:29:00.000-08:00

Trivial question? Yes.

Critical to your business? Absolutely!

Some of you might read this and roll your eyes, others will read it and say...BUSTED!

Example 1: I was playing telephone tag with a magazine representative on my way to a client meeting. She left me a voicemail with a return phone number so I called her back. She answered with a very winded "Hello?" as if I was interrupting something. I told her who I was and the reason for my call. She replied that she was running into a meeting, but would be out in about a half hour. Sounds reasonable, right?

Not so much. The other mall shoppers were making so much noise in the background, I could barely hear her.

Example 2: This past summer, I followed up with an insurance adjuster for a client who's in the legal profession. She answered the phone professionally, and proceeded to ask if it would be alright if she called me back the following day to discuss as she was "working" from home. Sounds reasonable, right?

Not so much. The kids splashing in the pool yelling "Marco Polo" gave her away immediately!

Moral: Many of us, including myself, use our cell phones for business calls. Our natural instinct is to pick it up as soon as it rings, without considering where we are. When the phone rings, it's okay to let it ring a few times. Check the phone number of the incoming call BEFORE you pick up the phone. If it's a number you don't recognize, or one of a client, you're much better off letting it go into voicemail than picking it up, expecially if you plan to tell them it's a bad time and you will have to call them back.

Position Yourself for Success

2010-02-12T12:43:00.000-08:00

Whether you're an Entreprenuer or an employee at a company, you've probably figured out by now that if you're not passionate about the products/services you sell, there's a very good chance you won't be successful selling them.

I-SPYED what I perceived to be a very dispassionate manager this morning at a health club. Apparently, the staff member that was scheduled to open that morning didn't show, so he was left to open his facility at 5:30 a.m. It's important to note that this manager doesn't arrive to the club during the week until typically 8:30 -9:00 and I've never seen him there on the weekend, unless there is an emergency.

So let me set the scene for you. I walk into the gym, which I've been a loyal customer since they opened their doors, and I'm greeted by an unoccupied receptionist area. Why? Because the manager is in his office, adjacent to this area, with his door closed. Not ajar, completely closed. Message that sends to his customers? Leave me alone and fend for yourself; you are not important to me. After I'm half way through my circuit, he walks out the door. For those that know me personally, you know I can't pass up such an opportunity! He catches my eye, gives me a half smile and says nothing. I give him a full smile and say loudly so I'm sure he can hear me, "Good morning. We don't bite out here you know." I got the other half of his smile, and watched him walk back into his office. I think I made a very slight impression, because at least this time he left the door slightly ajar.

Talk about missed opportunities!

He could have easily walked through the gym to say good morning to everyone.
How about thanking everyone for their business?
How about greeting his customers as they entered and exited the building?
How about walking around to see if anyone needed a magazine or something?
How about just smiling and making a presence?

I know from personal experience that a high salary is nice to have, but if you don't enjoy what you're doing earning it, it means nothing. Yes, even in this economy.

Position yourself for success! Do what you enjoy and make every work day a rewarding day for your customers and for yourself.

Choosing Thankfulness

2009-11-25T10:12:00.000-08:00

Not a standard blog, but an article someone recently sent me that's well worth sharing. I encourage you to share it with your employees and see how many take the challenge!

Last year at a conference I noticed an unusual number of people wearing purple plastic wristbands. I didn't think much about it, imagining that the bands must be in support of a worthy cause. When I returned home from the conference I stopped by my neighborhood bookstore. At the checkout register sat a bucket full of purple wristbands, but with no explanation of what idea they represented.

Upon closer inspection I noticed an embossed imprint across the face of the band, A ComplaintFreeWorld.org. I laughed at the impossible idea of a complaint-free world. ''Wouldn’t that be wonderful?'' I said to the bookstore owner.''There's the instruction manual on the front table,'' she said. I couldn't resist buying the book.

Will Bowen, pastor of Christ Church Unity in Kansas City, Missouri, challenged his parishioners to go 21 days without complaining. To keep the challengers on track Bowen wanted a ''doodad'' to hand out after his talk to help people remember their task. Bowen's assistant came across a special on purple wristbands, and the game was on.

The game? Move your wristband to the opposite arm every time you catch yourself complaining. The ''gotcha'' was that you had to start over at Day One every time you complained, even if you were on Day Twenty-One-and-a-Half. Bowen, considering himself a positive guy, thought he'd had no problem going 21 days without complaining, criticizing or gossiping. After two weeks, he reported that he had gone six hours complaint-free. After a month, he told his group that he had made it three days without complaining.

Bowen's congregation has committed to giving free bracelets to whomever asks. His church has given away more than 6 million bands with a thousand requests coming in every day. Thinking without complaining, criticizing or gossiping brought about some unexpected benefits. Purple wristband wearers reported that their relationships improved, that chronic health concerns diminished or disappeared, and that they were enjoying life in a way they never thought possible. They discovered what Marcus Aurelius wrote in his Meditations almost 2000 years ago, ''The universe is change; our life is what our thoughts make it.''

We choose our thoughts, positive or negative. Bowen says the average time it takes someone to go complaint-free is four to eight months. It's work to shift our perception of the world.

My dad had a way of dealing with those times when the apple cart gets tipped over, and all looks lost. More than once in my adult life I went to him distraught over one setback or another. He'd give me a hug, look at his watch and say, ''Well, let's have a pity party for fifteen minutes, and then get back to work.''

This is a year of tumultuous economic and political forces unleashed, and it might be reason enough for us to join a long, long pity party and neglect thinking about all that we should be thankful for.

For the sake of our children, let's finish up with our pity parties and get to work to create a complaint-free world. Complain that the glass is half full, or be thankful that it is? Take the challenge to choose thankfulness.

Top 5 Telephone Etiquette Tips

2009-10-01T12:50:00.000-07:00

Proper business phone etiquette is more important than ever in today’s business environment.

It demands professionalism at all times.

The idea may seem elementary, but you would be surprised how often this basic protocol is not followed.

1) Learn to use the hold button

Once you have put your caller on hold, check back every couple of minutes to let your caller know the status of the call. Ask if they would like to continue to hold. Give them the option of calling back or holding longer. This shows the other party that you value his time and truly want to help him.

2) Don’t use speaker phone unless absolutely necessary

Your clients deserve your undivided attention. Using a speaker phone is not a good habit to get into for a myriad of reasons;

It makes it difficult for people on the other end to hear you.

Other associates may enter your office and start a conversation, not realizing you're on the phone.

It prevents the caller from accidentally overhearing conversations being held nearby.

If you're multi-tasking during the call, the caller can hear you shuffling papers, eating your lunch and typing on the computer.

3) Leave a message on voicemail once….and only once.

Repeatedly calling and leaving more messages doesn’t make someone come back to their office any sooner or return your call any faster.

4) Don’t let your mood reflect in your voice

The person at the other end of the phone cannot see your facial expressions or gestures and the impression he receives depends on what she hears. Speak in a pleasant tone of voice - even if you're having the most challenging of work days!

5) Avoid poor language habits

Associate answers the phone.

PMS: Good morning, is Jim Smith in the office?

Associate: Yup

PMS: May I speak with him?

Associate: Uh huh.

PMS: Thank you.

Associate: Before transferring the call, "Have a good one."

I challenge you to have someone "mystery shop" your own business to see how your staff rates!

D-I-Y vs Hiring Someone

2009-09-29T09:26:00.000-07:00

You want to be a business that others remember.

Your company logo, business card, brochure, direct mailings and website all reflect the image of your business.

If you're not experienced, the perception of the image you designed may not be exactly what you intended. Often, it's not realized until it's too late.

Impressions matter.

It is always better to spend a few extra dollars to hire a Professional vs D-I-Y.

D-I-Y Website

D-I-Y Logo

D-I-Y (rubber!) Business Card

TOP FIVE NON-NETWORKING PLACES

2009-08-17T10:29:00.000-07:00

Networking at a “non-networking event”? Absolutely! Networking happens every time you come into contact with someone.

Here are my Top Five Favorites

The Gym - They may all know me there as PMS, but nearly everyone at my health club knows what I do for a living. I’ve developed business partners, obtained new clients and referrals (for myself and my clients) and have met owners and employees from various businesses within the Baltimore metropolitan area, that I wouldn’t have had an opportunity to meet otherwise.

Waiting in line – The grocery store, the library, Walmart – I pretty much strike up a conversation with everybody. Just the other day I was waiting for the cashier at a restaurant and began speaking with a businessman who was also waiting. Turns out he is a Regional Executive Director for an organization my client has been trying to get his foot in the door to for quite some time. How cool is that?

Seminars and Business classes - Before you say "Tell me something I don't know", hear me out: Most people only attend classes if they are interested in the topic; consider attending a seminar or class based on who else is going to enroll, regardless of the topic. For instance, I recently attended a marketing seminar based on the current economic climate. The other attendees were all business owners in desperate need of some marketing direction. An ideal place for me to be!

Out with the Kids- Will you be like most parents this fall, devoting every evening during the week and most weekends to birthday parties, lacrosse practice and ballet recitals? Do the parents at these events know you as “Johnny’s Mom” or “Johnny’s Mom, General Manager at Bud’s at Silver Run”? Think about it!

Volunteering –Not only is it a great way to give back to the community and support the many worthy causes out there, volunteering is also a great way to meet new people. I know, I know – your days and nights are already full with family and business commitments. I’m currently only volunteering twice a month, and recently received a referral from a volunteer who’s husband is self employed, and could use help marketing his business.

Remember, people today prefer to do business with people they feel they have a connection with. Networking is not about making a sale; it’s about expanding your circle of contacts.

TOP FIVE NETWORKING EVENT DON'Ts

2009-07-29T12:54:00.000-07:00

I have to start out by sharing one of THE biggest DON’Ts I recently heard about.

At a convention for a women’s organization, they had living Greek statues up on pedestals placed throughout the room. Apparently, a few of the attendees had a few too many martinis, as they were spotted stuffing dollar bills in the guys’ togas. No, I’m not kidding! And by the way, we’re talking about high profiled women! Please, unless you are 150% confident you can control your consumption, please 1. Don’t drink alcohol at networking events.

Here are a few more Don’ts:

2. Don’t forget to bring a client or colleague along. Bringing a client to a networking event gives your client yet another reason to be delighted with you and your company. Offer to meet them at the event or go one step further, put on your chauffer’s hat and pick them up. You build credibility not only with your client, but with others at the networking event. Give your colleagues the same courtesy and you’ll have business partners for life.

3. Don’t forget to follow up. Timely and consistent follow up is essential to successful networking. Within 48 hours of meeting someone - RECONNECT- whether it be by phone or email, letting them know you enjoyed meeting them, and if appropriate, schedule a follow up meeting to gain a better understanding of each of your respective businesses to see how you might build a mutually rewarding alliance. It will take you less than ten minutes to make the call, and it will be well worth your time.

4. Don’t expect the same people to be there. Recently I contacted a business partner to see if she planned to attend an upcoming event being hosted by an organization we’ve both been long time members of. She replied that she probably wouldn’t be attending, because “It’s always the same people that attend. Why waste my time?“ Fortunately she heeded my advice. She approached me as I was entering the room with, “Who in the world are these people? I haven’t met a lot of them” and left with “I’m so glad I came. I’m leaving with several qualified referrals to follow up on.”

5. Don’t expect to make a sale every time. If I had a dollar for every time I heard, “Why should I go, I never get any business?” I would make enough money to take my dream vacation to New Zealand for a month! Meeting someone once is rarely enough; it typically takes repeated contacts to do the trick. Attend networking events with an open mind. It will be the one time you don’t attend that you miss the opportunity of a lifetime!

Have a networking DO or DON’T you’d like to share? Feel free to post it to my blog; I’d love to hear from you!

TOP 5 NETWORKING EVENT DO's

2009-07-13T08:48:00.000-07:00

The more people that you meet and expose to your business, the better your business’ chances of success. Make the most of your time at networking events.

1. Sit with people you don’t know. I often carpool with other business partners when I attend events that are out of the county. We gab in the car, but as soon as we arrive, it’s “See ya in an hour”. We never sit together. What’s the point? THE GOAL IS TO MEET AS MANY NEW PEOPLE AS POSSIBLE

2. Embrace every photo op! “Bad hair days” and “fat days” go out the window when I’m networking. Why? Photos taken at events are often posted to the company’s website, included in publications and press releases. FREE PUBLICITY FOR YOU AND YOUR BUSINESS

3. Dress professionally. FIRST IMPRESSIONS ARE MADE WITHIN THE FIRST 3 SECONDS OF MEETING AND ARE IRREVERSIBLE. Leave the casual clothes for your weekend outings. I’ve been to events where people look like they’re ready to go bar hopping or on a family outing. Need I say more?

4. Show genuine interest. People like to talk about themselves. Ask open ended questions to learn about the person, what they do and how you can help. LISTEN- LISTEN - LISTEN Just as importantly, FOCUS ON THE PERSON IN FRONT OF YOU. There is nothing more frustrating or insulting to me when I’m engaged in conversation with someone, and they’re looking over my shoulder to see who they want to talk to next. What am I, chopped liver?

5. Work the room. Name Badge on? Check! Stack of Business Cards in pocket? Check! Positive attitude? Check! Now walk around and introduce yourself. Approach those you haven’t met, those standing by themselves and those you haven’t communicated with in a long time. MAKE EVERY MINUTE COUNT AND HAVE FUN WITH IT!

Welcome to Pelton Marketing Services' Blog, "PMS - i SPY"

2009-06-16T11:38:00.000-07:00

Thank you for your interest in my blog. I wanted to share my expertise with the community, but felt it important to find inspiration to guide my posts. This Blog is intended to provide helpful marketing tools and tips and will be updated bi-monthly, so keep checking in and feel free to forward it to your business partners.

Familiar with Consumer Reports magazine? There are invariably some great tips in there for the average consumer about everything from exercise equipment to chocolate candy to the best value in fine wine, but my favorite section is the Goofs, Glitches and Gotchas! It’s basically a run of print ads with editing or misinformation in them. While driving between client meetings last week, I came across several triple G’s!

What would your high school English Teacher say?
While stopped at a traffic light, a commercial van had the name of their business and their tag line placed prominently on the vehicle. Great source of advertising,right? Unfortunately, the tag line had an exclamation mark AND a period at the end.

Big Business - Busted!
At a client’s office, Walmart had a local ad in the display area, promoting their HAMSTEAD, MD location. (For my non-local readers, the town is Hampstead.) Come on, we're talking Walmart here! It's not like they've never done this before.

Spell much?
I visited a well known business owner’s website to obtain their contact information, and lo and behold, right smack in the middle of the page was a typo—in all caps no less! What makes it worse is the webmaster that designed the site is a reputable, well known business with a long list of clients.

So what exactly am I trying to say here?
We are all human and make mistakes. Take the time to proof all copy very closely, whether it be designed or written by yourself, a staff associate or a professional service provider. Often, it takes two sets of eyes, sometimes more, to catch a blunder!