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Old School Beats New Trends
- 1. Old School Beats The New Trends #pcn13oldschool bit.ly/jimski Textbit.ly/get2Marc
- 2. 2bit.ly/jimski Textbit.ly/get2Marc we’re going to take some forgotten and underutilized ideas and show how to incorporate them into your business
- 3. 3bit.ly/jimski Textbit.ly/get2Marc 3 steps: ! 1. Identify your (Target) customer ! 2. Develop (Loyalty) via Customer Service ! 3. Improve your (Focus) through delegation At the end of the day you need to fulfill a customer want - that fundamental principal remains constant
- 4. “who has trusted us” 4 Jim Siegienski Marc A. Wolfe bit.ly/jimski Textbit.ly/get2Marc Marc Wolfe is an executive coach and technology strategist at Marc A. Wolfe Enterprises. What he’s learned from the companies he has consulted is the similarities between big and small business issues. Jim Siegienski is currently the Chief Technology Officer at iQuantifi - a tech startup focusing on helping people reach their financial goals - based in Nashville. While Marc has consulted these companies, Jim has been an employee viewing and working through these issues internally. He has worked at both small and large companies. Though we don’t work together we’ve had similar business experiences. We’ve taken these insights and combined them to provide a new perspective.
- 5. To be sure of hitting the target, shoot first, and call whatever you hit the target -Ashleigh Brilliant bit.ly/jimski Textbit.ly/get2Marc we can do what this says... *sigh*
- 6. Target bit.ly/jimski Textbit.ly/get2Marc The first step is identifying your target customer Identify key clients : positive interactions, repeat purchases, referrals - fans Tune your efforts. Marlboro story. demographics : age, patterns, income, lifestyle Want to know what they’re thinking - ask... via a survey! Get your top loyal customer and form an advisory committee... face to face - let them help, they may do it purely because they believe what you believe. You may not need to pay them. People fly out to Lego to help work with the company... covering their own costs! That’s loyalty! Summary: *** Facebook Company page, SurveyMonkey or FluidSurveys with Incentive, Face to Face or Skype advisory board
- 7. Your most unhappy customers are your greatest source of learning. – Bill Gates bit.ly/jimski Textbit.ly/get2Marc Who knows better about unhappy customers than Microsoft
- 8. Loyalty bit.ly/jimski Textbit.ly/get2Marc The second step: Build loyalty with great customer service there will be customer issues. You can use this to turn customers around to become fans. Why are your customers leaving? If you don’t have customer service, you will never find out. A local online pizza order almost ended in disaster except they had a phone number to call. have a phone # for people to reach a live person You have opportunity to get feedback (value) - most have to pay for this information. Customers that are upset actually care, that’s why they’re contacting you! Face up to your issues - have a solution for known issues - go beyond normal support and be fanatical - you’ll get a fan! Empower the rep to handle the issue. Don’t let the customer hop from phone to phone. It’s not just the solution, it’s the speed to resolution All the effort just brings the customer back to ground zero - they would have been better off with the competitor but they called. super serve and bring them to another level. Summary: *** have a phone number, have a remedy for known issues, empower the customer service rep
- 9. There is nothing so useless as doing efficiently that which should not be done at all. -Peter Drucker bit.ly/jimski Textbit.ly/get2Marc I’ve heard it said that the biggest failure in life is to be awesome... at the wrong thing! Drucker is the Father of Modern Management
- 10. Focus bit.ly/jimski Textbit.ly/get2Marc The third step: improve your focus through delegation Strong leader learns when and to whom to hand off tasks. You are the bottleneck until you learn how to enable others to help you. you have key skills that are uniquely yours as leader of your organization. There are other things you do that distract from those key areas. These are tasks that are best left to others who specialize there. There is a difference between ‘could’ and ‘should’. There are things you can do that others cannot - these you keep. You can do these things but others can do them too, any maybe are better equipped. These are perfect to delegate. A local business was growing and started losing customers because the founder changed their focus from their key value. When delegating be sure to set expectations and measure results. Establish boundaries - cap hours, define results - in order to get results you want to free you to focus on your passion. Virtual Assistants are a great resource. They aren’t employees - they help get things done. There’s interns - I’ve hired 6 different interns - they were amazingly reliable and savvy. Web applications to leverage your time - document management, project management - there are tons of them. Summary: *** delegate distractions, set expectations and measure results, use services (web applications, VA, intern)
- 11. Stand Outbit.ly/jimski Textbit.ly/get2Marc Do these things... 1. identify your target customer 2. develop loyalty via customer service 3. improve your focus through delegation ...and you will stand out and win!
- 12. ? bit.ly/jimski Textbit.ly/get2Marc question #1 - I can’t afford an assistant or VA? You can’t afford not to - hire just a few hours to get more done. There’s a key factor here in learning to let go of some tasks. question #2 - I’m just one person, I can’t answer the phone so what do I do? If you can’t do these yet, have a system in place that’s the next best thing. FAQ, Knowledge base, website explaining current issues, live chat.
- 13. Identify client http://www.ducttapemarketing.com/free-template-how-to-identify-your-ideal-client http://ilgresults.com/5-steps-to-identify-your-ideal-customers/ http://www.fluidsurveys.com http://www.census.gov Customer Service http://www.customerservicemanager.com/10-ways-to-improve-your-customer-service.htm http://www.forbes.com/sites/sundaysteinkirchner/2012/08/22/5-ways-to-improve-your-customer-service/ Time and Focus http://www.dirjournal.com/guides/how-to-delegate-effectively/ http://www.mindtools.com/pages/article/newLDR_98.htm http://www.developwithpurpose.com/whats-in-your-work-week/ http://www.internships.com/ http://xkcd.com/1205/ New School: slideshare.net/jimsiegienski bit.ly/jimski Textbit.ly/get2Marc
- 14. Jim Siegienski Marc A. Wolfe @JimSiegienski @marcAwolfe #pcn13oldschool bit.ly/jimski Textbit.ly/get2Marc
Notas do Editor
- 02:00
- 02:30 m: Welcome! we’re going to take some forgotten and underutilized ideas and show how to incorporate them into your business
- 03:00 j: 3 steps - 1. Identify your (Target) customer 2. Develop (Loyalty) via Customer Service 3. Improve your (Focus) through delegation m: at the end of the day you need to fulfill a customer need - that fundamental principal remains constant
- 04:00 m: What I’ve learned from the companies I’ve consulted is the similarities between big and small business issues. My name is Marc Wolfe... executive coach and technology strategist at Marc A. Wolfe Enterprises j: While Marc has consulted these companies, I’ve been an employee viewing and working through this issues internally. I’ve worked at small and large companies and am currently the Chief Technology Officer at iQuantifi - a tech startup focusing on helping people reach their financial goals -pause- based in Nashville. m: Though we don’t work together we’ve had similar business experiences. We’ve taken these insights and combined them to provide a new perspective.
- 04:30 m: we can do what this says...
- 11:30 *** Facebook Company page, FluidSurveys with Incentive, Face to Face [skype] (advisory board) J: the first step is identifying your target customer m: identify key clients : positive interactions, repeat purchases, referrals - fans tune your efforts demographics : age, patterns, income, lifestyle j: want to know what they’re thinking - ask... via a survey ! m: get your top loyal customer and form an advisory committee... face to face - let them help, they may do it purely because they believe what you believe. You may not need to pay them. Lego story. j:summarize the key points
- 12:00 m: who knows better about unhappy customers than Microsoft
- 19:00 *** have a phone number, have a remedy for known issues, empower the customer service rep j: the second step : Build loyalty with great customer service there will be customer issues. You can use this to turn customers around to become fans. why are your customers leaving? If you don’t have customer service, you will never find out. phone number pizza story - almost lost customer step 1- having a phone # for people to reach a live person m: you have opportunity to get feedback (value) - most have to pay for this information customers that are upset actually care, that’s why they’re contacting you! face up to your issues - have a solution for known issues - go beyond normal support and be fanatical - you’ll get a fan j: empower the rep to handle the issue don’t let the customer hop from phone to phone it’s not just the solution, it’s the speed to resolution m: all the effort just brings the customer back to ground zero - they would have been better off with the competitor but they called. super serve and bring them to another level. m: summarize - three key points
- 19:30 j: I’ve heard it said that the biggest failure in life is to be awesome... at what you shouldn’t have been doing in the first place. j: Drucker is the Father of Modern Management
- 26:30 *** delegate distractions, set expectations and measure results, use services (web applications, VA, intern) m: the third step : improve your focus through delegation strong leader learns when and to whom to hand off tasks. You are the bottleneck until you learn how to enable others to help you. you have key skills that are uniquely yours as leader of your organization. There are other things you do that distract from those key areas. These are tasks that are best left to others who specialize there. There is a difference between ‘could’ and ‘should’. There are things you can do that others cannot - these you keep. You can do these things but others can do them too, any maybe are better equipped. These are perfect to delegate. j: When delegating be sure to set expectations and measure results. Establish boundaries - cap hours, define results - in order to get results you want to free you to focus on your passion. m: Virtual Assistants are a great resource. They aren’t employees - they help get things done. There’s interns - I’ve hired 6 different interns - they were amazingly reliable and savvy. j: web applications to leverage your time - document management, project management - there are tons of them. j: summarize - three key points
- 27:00 m: do these things... m 1. identify your target customer j 2. develop loyalty via customer service m 3. improve your focus through delegation you will stand out and win
- 30:00 always repeat questions stock #1 - I can’t afford an assistant or VA? you can’t afford not to - hire just a few hours to get more done. There’s a key factor here in learning to let go of some tasks. stock #2 - I’m just one person, I can’t answer the phone so what do I do? If you can’t do these yet, have a system in place that’s the next best thing. FAQ, Knowledge base, website explaining current issues, live chat. stock #3 - can I get the slides? go to next slide...
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