Tag: customers

Customer NeedsCustomer Relations

Blah, Blah, Blah – that’s the feedback she gave me

thumbs downEverything was moving along just fine yesterday until I opened up my online course and saw that my feedback rating went down from 4.5 stars to 4.0.  Weird. What could have triggered this in my account?

I opened it up to see some freshly added feedback from one of the newer students in my online course.

She shared publicly and ….so will I.

negative feedback

It’s hard to read people like this, especially after I’ve had a few good reviews AND because I’m not sure that the person got the spirit of the course. I say this because I see people NOT understanding how to use Twitter all over the place – not engaging in online conversations, not promoting others, and not leveraging it in the way actual business people build partnerships.

But, these pieces of feedback do cause me to sit back and ask myself questions – is my course labeled incorrectly, did I share enough stories, what more needs to be added for different learning styles? Maybe I need to add a few more technical components that I figured were taught elsewhere?

On the flip side of the cognitive dilemma is the fact that I really want to create things for the right people to enjoy. Part of me wants to disregard this person. Part of me wants to use it as a chance to improve my course.

We all hear talk about the importance of continuing to move forward on our big ideas despite the naysayers, but it does make me blush whenever I come across a piece of feedback about me that is less than satisfactory.

So, what action will I take as a result of this virtual jab at my course?

Well, I plan on:

  • Adding a few more details (that I had intended to add anyway) to make it more robust.
  • Give a few technical tips on how to use it on a daily basis.
  • Share a few more examples of success in the course.
  • Tweet out a few more tweets for those that provided positive feedback.

Now, for another lesson learned from this experience – are we watching what type of feedback we put out there on the web? Do we think of how it will reflect on us? I obviously don’t have a high opinion of the commenter that I’ve highlighted here. Her form of communicating doesn’t invite any discussion or constructive input.

Sad, isn’t it?

There are others that offered really helpful feedback on how to improve the course and I respect them for their input and openness. I actually tweet about many of their products now.

When we give feedback (on or off the web), we may do well to remember that our reputation is at stake as well. How we respond often says more about us than the other person.

Our online reputations must be guarded daily nowadays. We never know what future opportunity that could be stifled by trivial or rude remarks made online. It is what it is.

I’ll move on and keep improving and will still keep blushing when I get less than great scores on online courses. I hope that those that write reviews like this one do too. Unfortunately, I cannot support them or give them any online promotion. It is too bad, because they probably desperately need it.

One last note – kind of a funny thing – I talked about building your online reputation in the course. Guess that was hidden in all of the blah-blah-blah somewhere. (-:

Customer NeedsCustomer RelationsInspirationMarketing

The Webinar of the Lone Participant – the failure isn’t what you think

one sports fan sitting in a stadiumA few years ago I was anxious about presenting at a conference after being out of practice for a few years. I wasn’t sure if what I had to share was noteworthy to anyone outside of our organization, let alone our team. I wasn’t even sure anyone would show up to my session. I openly expressed my fear to some co-workers. Everyone gave the usual “You’ll do fine” advice. But, Mark Oehlert (http://blogoehlert.typepad.com/) stressed the importance of always treating even one participant as if you were there for them. He had started his blog and said he wrote what he wanted to write and if even one person listened that would be fine by him. Mark is a successful thought leader and now has thousands of blog and Twitter followers because he’s great at spreading ideas and making people think.

His comment made me think and most importantly I remembered it. Everytime I write a blogpost, deliver a conference session or train in a webinar, I remember his comment.

Today I held an all day series of webinars. The attendance was low. There were a few technical difficulties along the way. I hadn’t gotten all of the marketing right. In fact, I was downright busy and so were the presenters. It could have been a let down.

But, it wasn’t and here’s why:

  • Preparation – each presenter came prepared. They had thought through a topic. They had to create a presentation. They had to figure out what idea they were trying to share. They were excellent and provided meaningful information.
  • Accountability – the products each presenter created didn’t exist earlier this week. The products existed because they had a goal to participate in this webinar. How amazing is it that if we just set a date and promise to be there for others, we actually produce? Accountability is a huge key to any success actually happening.
  • Awareness – honestly, I was not aware of the talent right under my own nose. The presenters are all in our online Nudge Village Accountability Group. They contribute all the time, but I had never seen any of them present. Wow. Nudge Village’s got talent!
  • Personal Change – there was something to learn from all the presenters. I may have been the only participant in some sessions, but their presentations made an impact on ME. What do you think I’m going to do now? I’m going to share and promote them.
  • Promotion – yep, I’m going to promote what each of these presenters offer because it made an impact on me. What if they had acted as if I didn’t matter? As if I didn’t count? Would I still be promoting them?

We’ve all heard the Power of One quote – often attributed to Nelson Mandella, but actually written by Marianne Williamson. The Power of One is real – whether it is the person presenting or the person being presented to. Ideas are exchanged, hope gained, and a possible partnership formed.

When it comes to webinars, sharing your blog, presenting at conferences and spreading your big idea…don’t forget the one. That “one” may be a person like me. I learn, I share, I promote, I mentor, and I give.

The failure of the webinar today isn’t that the numbers were low, though I hoped they’d be higher. The failure is thinking that the one that did show up wasn’t important enough to share our best with and that they wouldn’t spread Your idea when you shared it.

Over the course of time, if we do share our best with the one, the one will become two, the two will become four and the four will become 100, 1000, or perhaps 10,000.

The point is to just keep sharing – one person at a time.

 

Customer RelationsMarketingVideo

Hiding – or not

Do you hide? Hide from customers, shy away from certain marketing activities, try to find excuses not to pursue something you know you really should?

We do too – especially the Chief Nudger of Nudge Village!

The Chief Nudger didn’t want to be “seen” in an online format for a while. But, through some of the tips provided through Villager Barbara (http://www.bijacoaching.com), the Chief Nudger decided it was time to come out of hiding and create a couple of videos!

Now, they aren’t perfect, but somewhere along the way it becomes very apparent that the only way to become better is to get out there and start doing the task that it most scary to do.

So, here you go…some thoughts from the Chief Nudger that stemmed from a Facebook Group conversation about the greatest challenges that entrepreneurs face.

 

You tell us – what does the Chief Nudger need to improve in her:

  • Appearance
  • Presentation Skills
  • Content Quality
  • Filming Capability
  • Other

This is a learning experience and if anyone should be willing to put it all out there – it should be the Chief Nudger!

 

Customer NeedsCustomer RelationsMarketing

a personal touch

The other day, I ordered a very small item from one of the Nudge Village entrepreneurs – Shirley’s Swirleys. The purchase was under $10.

Take a look – some simple crocheted flowers that are intended to be a part of a headband set (that I haven’t yet purchased).

But, they came with a surprise treat! Two Dove chocolates!

Not only did I receive what I paid for, but also a surprise extra.

 

Are you doing things to surprise your customers on a daily basis?

 

Adding that special personal touch they weren’t expecting?

 

Giving them more than they asked for?

Do you think I’ll buy again from Shirley’s Swirleys?

I think so.That personal touch made my day and I will remember it and tell others (like in this blog).s the Dove chocolate likes to add their own personal touches as well. Check out the little notes in the wrapper submitted by customers.

Nice touch.

Take a look at their website to see how they’ve turned this personal touch into a bigger idea.

Watercolor graphic of three children holding hands
Nudge Blog

Thank you notes – a personal touch

Who doesn’t like a good thank you note? Photo of Jimmy Fallon writing a thank you note

A few days ago I was up late flipping channels and came across Jimmy Fallon, a late night comedy host. He was going through a segment where he wrote thank you notes to obscure people about obscure things.

It got me to thinking about thank you notes.

I’ve written quite a few in my past, but have been a hit and miss over the past few years. However, a few years ago I was working for Teachers-Teachers.com doing a bit of sales/marketing and decided I needed to do something different.

My friend had just created a watercolor of some paper dolls and I asked if I could use her art for a small fee. I turned the art into a card and wrote a personal thank you note to a huge list of private school and a few public schools districts across the country. Each note was personalized with at least a couple of comments specific to that contact.

Watercolor graphic of three children holding hands

The response was quite amazing – at least for what I considered to be a basic thank you note.

I received phone calls thanking me for such a thoughtful note. Some posted their card in a public place or displayed it on their desk. Some said no one had ever done something like this for them in the workplace.

Some signed up for the service for the first time and others renewed earlier than they had intended.

Do you have customers that need thank you notes from you? Partners? Future clients? People who help you build your business?

It is worth taking a few extra minutes once in a while to write that personalized note. Also valuable, is having a few online accounts on hand to share that electronic card when you are short on time or want to quickly communicate with someone your appreciation.

Here are two that I use on a regular basis:

  • Blue Mountain – http://www.bluemountain.com – a yearly fee under $25 for unlimited electronic cards to unlimited number of people.
  • JibJab – http://www.jibjab.com-you’ve all see their little elves dancing around with your headshot. They offer a yearly fee and quite a few creative electronic card options.

A few hours of pen on paper and it is amazing how relationships are built, improved and sustained.

In an age where everything is electronic, the personal thank you note has even more power. Just be sure you don’t limit it to a “To:” and “From:” message. Add at least a comment or two with a thought. No one wants to feel like they were just another card in the stack of cards.