Category: People & Relationships

When the people that work for you need your help, as they invariably do from time to time, how far should that help go? There is a fine line between a helping hand and creating a dependency.

When you have a small business or early stage company, your employees are what make or break it for you.

Frequently, I have been asked by business owners how far should they go in helping employees solve their personal problems? What should they do, and how much should they actually get involved in the personal lives of their employees? I have never seen anything written about how far a business owner should go in helping solve the problems of those that work for them. This can be especially difficult as many business owners point out to me that their employees are just like family!

One small business owner that I mentor has asked a couple of times for advice on this very matter. She’s the owner of a small residential construction firm, doing a combination of remodels and building residences designed be ‘big name’ architects too. Her well-trained and tightly knit crew is what allows her to compete in this challenging space.

Recently her foreman of 8 years came to her with ‘template’ mid-life crisis problems, coupled with an unrelated medical issue. The first crisis issue required time away from work, and the second required a sizable loan to cover a medical emergency.  This was not the first time the foreman had asked for a loan, and on previous occasions the business owner had accommodated him with small loans, which had always been paid back, but were never as large as the one recently to cover medical bills.

Had this business owner, who sincerely cares about the well being of her employees, already created a dependency, by being receptive and helpful to financial cries for help in the past? Has the foreman come to expect and depend on her help, instead of carefully managing his finances?

These are some guidelines I have discussed with business owners on several occasions, which have worked well for them:

• If giving extra time off for personal reasons, make sure you provide the opportunity for the employee to ‘pay back’ lost time in return. Time off requests can include the invitation to ‘cover’ for other employees when they need extra time away from work. This nurtures an attitude of helping each other, and you’ll find the requests for time off will begin to come with an arrangement already made with another employee to take on added responsibility, while the employee takes that unscheduled time off.    

• In giving a loan to an employee, whether big or small, it’s important to make sure you orchestrate a realistic opportunity to repay the loan. An advance on pay-day with extra work-it-off times over a reasonable period of time are probably the most common. However even these simple arrangements can get out of hand if you let them, so it’s up to the business owner to draw a line quite clearly and remind employees to make this an occasional request, and not expect it to become a habit! Should the occasion arise where you are willing and able to help a loyal employee with a larger expense, my suggestion is to do it with a written legal contract, with security, exactly as a bank would require. Casual promises can become bitter feelings downstream. 

• When loaning ‘things’ to an employee, I have two rules; return it in the condition you receive it, and return it when you agree to return it. This ranges from gas in the borrowed car, a sharpened chainsaw blade, electronic equipment etc., oh, and those nice leather gloves….. 

It’s up to the business owner to have their guidelines in mind long before things get out of hand. I’ve been flexible with time, made small and large loans through the years with employees, and have always been paid back. I’m a patsy for helping those that have helped make my business a success; however I know it’s up to me to not be taken advantage of, and to know the difference between a helping hand and creating a dependency.

In my real life story above, the business owner advised her foreman to make a deal and work out payments directly with the hospital, which fortunately for all concerned, the hospital was willing to do (perhaps a good lesson for any of us….)

What guidelines do you have in place with your employees when dealing with requests for time away from work and help with expenses?

According to a survey conducted by Arizona State University’s W.P. Carey School of Business, about half of all American households experience customer service-related problems. Over two-thirds of those customers were “very” or “extremely upset” about the company response when they complained. Over one-third reacted by yelling at the rep while the number of consumers cursing nearly doubled to 13%.

If we surveyed your customers, how would they rate their experience with your business?

Our team recently had the opportunity to experience customer care after new purchases. We discovered three positive ways to cure customer rage and create exceptional experiences.

Ask Great Questions

While it’s easy to just “get started” with what you know, the companies our team liked best first asked great questions. They began at 30,000 feet, i.e., big questions about our business goals, hopes, dreams, frustrations, and fears.

Then they drilled down to specific ways to accomplish our goals with the least amount of frustration in implementation. They helped us put it in place and taught us how to do it independently.

What great question will you ask a customer today as you give exceptional customer care? Such questions show interest and a willingness to listen.

Listen and Then Answer

After asking great questions, these companies listened to our team’s response.

Really listened.

What a gift! No FAQ list. No anticipation or presupposition.

They employed the active listening technique of accurate empathy. They let us know they were listening by using some of our words in their response. Such empathy lowered the learning curve for us, eliminated accompanying hesitations, and made it all more manageable.

How will you listen first and then answer today as you give exceptional customer care?

Give Respect

Our team had the sense that the reps were walking up the steep learning curve with us. That they could see from our perspective. They wanted to help us understand. They desired to serve us without making us feel ignorant at best and stupid at worst.

They respected us.

Every phone call and email was their “pleasure,” “why we’re here,” and “please let me know what I can do for you.”

One even asked for an update to see how she could help without our asking!

How will your customers know you respect them today? Respect lessens rage every time.

Sure, it’s a busy season for everyone. What a wonderful opportunity for you to create an outstanding customer experience in a crowded, hurried-up market that expects to get angry.

Give exceptional customer care today as you ask great questions, listen and then answer, and give respect. As you do, you Work Positive in this negative world!

About the Author

Dr. Joey Faucette is the #1 Amazon best-selling author of Work Positive in a Negative World (Entrepreneur Press), coach, and speaker who helps business professionals increase sales with greater productivity so they can leave the office earlier to do what they love with those they love. Discover more at www.ListentoLife.org.

Article Contributed by Kristina Jaramillo 

My latest article on “How to Mix LinkedIn Marketing with Content Marketing” just got published on Forbes.com.

Now, how did I get published on Forbes?

By implementing the same strategies that gained me recognition by the New York Times as a social media expert and got me published inside publications and on websites like Website Magazine. Electronic Retailer Magazine, MarketingProfs, RainToday and many more.

1. I’m actively sharing content that’s written by me – Kristina Jaramillo!

I know that finding the time to create high quality content is one of the biggest challenges facing marketing and communication professionals.  These organizations are looking to fill the gap by curating and aggregating content. The problem is – when you create conversations in social media circles like LinkedIn, you become more of a resource rather than a thought leader. You need to be creating content – and creating thought provoking conversations that take a stance so the prospects and the media will be drawn to you.

2. I go beyond industry news

A recent LinkedIn report shows that decision makers are 11.5 times more engaged with thought leadership articles and best practices on LinkedIn than industry news. So, I take the industry news to the next level. For example, a couple years ago, when a report came out that showed that 92% of the media is on LinkedIn, I wrote an article featured on Bulldog Reporter. In the article I discuss how more journalists, bloggers and other media professionals are on LinkedIn – more than any other network. But more importantly, I educate readers how to build and maintain relationships with the media on LinkedIn. This way there’s relevance

3.  I create discussions on the PR that I generate through LinkedIn and content distribution

By creating discussions based on my articles and my PR, I am displaying my credibility and thought leadership. In fact. here’s an actual email that I recently received from LinkedIn themselves!

Hi Kristina,

We’re hoping to tap into your savvy marketing expertise for LinkedIn’s new eBook, The Definitive Guide to Marketing on LinkedIn (working title).

Your previous post, “Are You Calling Yourself a Marketing Expert on LinkedIn? Then Prove It”  is exactly the kind of in-depth, thought-provoking analysis we’re looking for, and it’s why we immediately thought of you. Would you be interested in getting interviewed and featured in our upcoming ebook?

4. I’m inviting the media to join my LinkedIn group – Get Help with Linked Strategies

Studies show that B2B buyers are 70% ready to make a buying decision before they even speak to sales professionals. They are self-nourishing by reviewing articles, case studies, reviews, videos etc. I believe the media is doing the same thing and that they are 70% sure that they’re going to use an expert’s insights or articles before they approach the expert. Now, when the media is looking to cover a topic around LinkedIn marketing, I want them in my ecosystem.  So I invite media professionals to connect with me and to join my LinkedIn group where they can see the value I can provide. From there, I build and maintain relationships with the media while they see my content on a regular basis. The editor of the Women’s Media column that published my article on Forbes.com is a member of my LinkedIn group – and it took several months of her seeing my content before she was ready to publish my article.

Now If You Want to Attract More PR Like Me with LinkedIn Marketing – You Must Create Content That…

1. Challenges the way people think or act. For example, in my MarketingProfs article that gained LinkedIn’s interest, I challenged readers to take a good look at their profile and see if they really are proving that they are the expert. As I share in the article, one of my clients was relying on his 40 plus years of experience and his word that he was leading edge.  He was using generic terms that anyone and everyone can and does use on LinkedIn when describing themselves. I challenged the readers to make their LinkedIn profile result oriented and case study driven. Don’t you think article content that goes beyond the norm – will attract both prospects and the media?
2. Content based on case studies. Within my Forbes article, I shared four different case studies that demonstrated my expertise – and more importantly, my relevance. I shared how Jimena Cortes gained hundreds of leads and $60,000 by merging LinkedIn with content marketing, how Susan Tatum gained 4 new clients by challenging the way IT firms market their solutions, how an international coaching firm attracted more women business owners by telling stories along with how gain I more PR using LinkedIn. Because I shared this article in the different LinkedIn groups, I have women business owner publications wanting my content as well – because they see relevance.
3. Offers real value and not the same information found all over LinkedIn. Editors and journalists are always looking for new ideas, topics and different spin on old issues. This may require re-defining your prospects’ problems. Most of Coreo’s competitors talk about the negative consequences security breaches. There are already so many doom-and-gloom videos and other types of content that depict lost revenue, lost customers, brand damage, and penalties that it’s almost a waste of time to bring them up at all. So instead of talking about security breaches, they redefined their prospects’ problems based on “unwanted traffic” like a competitor continually checking your prices to update their own.

Now, are you ready to start getting more publicity for your firm using LinkedIn and content marketing?

About the Author:

LinkedIn marketing expert Kristina Jaramillo (Founder of GetLinkedInHelp.com) helps B2B organizations, professional service firms and small business owners get even more exposure for the publicity they generate. To see how you should be mixing LinkedIn marketing with content marketing and PR, download Kristina’s interview with LinkedIn’s senior content marketing manager at: http://www.FreeLinkedInMarketingTraining.com

Article Contributed by Kristina Jaramillo

As a women business owner, we must stand out in order to compete for our market share. The question is: “how can you differentiate yourself from the competition on LinkedIn when there are over 200 million business professionals on LinkedIn – and thousands that are just like you?”

The first thing you must do is change your profile so it does not read like a resume – and so it doesn’t have the same boring, generic benefit language as everyone else in your industry. Your profile has to show decision makers or influencers why they should connect with you and exactly how you can help.

The second thing you must do is create unique content that is not the same regurgitated garbage that’s already all over the web. You need to share stories and case studies. And, you need to challenge how your prospects think and act.

Below, you’ll find 4 mini case studies on how 4 women business owners are standing out on LinkedIn – and profiting.

How the Founder of Wizard Media Gained Hundreds of Leads and $60,000 by Mixing Content Marketing with LinkedIn Marketing

If you look at the profile of Jimena Cortes, you’ll notice we’ve included case studies. For example, you’ll find a case study on how Jimena built a Neiman Marcus jewelry designer’s Facebook community to 45,000 members in nine months (something retailers would be very interested in.) Within that case study, Jimena shows why her strategies took the client from 600 fans to 45,000 fans, zero engagement to capturing 37% of her fans information and from zero sales to $12,000 in 3 days.

Because her profile has content that resonates with her targeted audiences – her targeted audiences are accepting her LinkedIn connection. They’re joining her LinkedIn groups where she offers more content.  The profile attracted a prospect that was ready, willing and able to spend $36,000 per year on her services.

Plus, when Jimena completes an email lead generation campaign through LinkedIn (using LinkedIn groups) about an upcoming webinar – prospects are signing up because they see that she has value to offer just by looking at her profile. By mixing LinkedIn marketing with webinar marketing (a form of content marketing Jimena gained an additional $60,000 for her business last year.

IT Marketing Firm Gains 4 New Clients Fast By Challenging the Way Software and Technology Companies Market Their Solutions

Conversion Copywriting President Susan Tatum creates thought leadership content for her clients so they can attract more prospects. But she was creating the same old, boring topics on her own blog. She was writing about topics like “how to write an awesome white paper”, “why tech marketers must have a blog” and “5 signs you’re talking to the wrong content writer.” She was writing for the search engines – but she wasn’t writing content that would position her as an influencer within the different social media circles she belonged to including LinkedIn.

LinkedIn members are savvy, educated professionals who are constantly looking for new and original ideas and ways of conducting business. As there are thousands of LinkedIn groups with hundreds of discussions happening every single day, your content will get ignored if you are providing the same old, regurgitated content that’s already all over the web.

By creating thought provoking blog posts, special reports and discussions that literally open the eyes of technology marketers inside her own LinkedIn group and inside the 50 targeted groups she belongs to, Susan increased her website traffic by 300%. She went from 0 LinkedIn shares to 90+ LinkedIn shares. And, she was able to recently gain 4 new clients including a company that serves 86% of the Fortune 100.

International Coaching Firm Attracts More Women Business Owners By Telling Stories

While working with Zee Worstell, President of AccelerateHer, I discovered that she and her clients had amazing stories to tell. Zee’s expertise is in showing women business owners how to price themselves appropriately. She know first-hand how hard this because she came across this issue when she was growing her recruiting business. When she was starting out she would lower her prices in order to secure a client and wound up earning less than she was worth. This backfired because prospects would doubt her work because she was priced significantly lower than her competition. She was turning off prospects just by lowering her fees – and the clients she did get failed to show her respect.

So, we had Zee create blog posts that discussed the “good girl beliefs” that held her back as a women business owners. She discussed her own confidence issues within the articles and the mistakes she made. She also writes articles where she discusses the challenges her clients faced – and she tells their complete story and how they’ve become successful.

As on average women business owners make 45% less than male business owners, her target audience resonated with the discussions that were being created based on the blog posts. In fact, when she spoke too many of her LinkedIn connections on the phone (as she took the LinkedIn conversation offline) they felt like she was writing and speaking directly to them. As a result they signed up for her coaching program.

Now, offer real value, challenge your prospects, start thought provoking conversations, showcase your expertise by sharing case studies, demonstrate your relevance and connect with your audience with stories – and you will generate more leads with LinkedIn.

About the Author:

New York Times recognized social media expert Kristina Jaramillo helps women business owners and executives find, influence and convert prospects into clients using LinkedIn marketing and content marketing. To help readers further, she has interviewed a senior content marketing manager at LinkedIn and a top executive at Slideshare. You can get access to these recordings at http://www.freelinkedinmarketingtraining.com

Article Contributed by Walton Walker

‘The number of active users on Facebook has reached over 665 millions’; ‘Twitter witnessed 44% growth from June 2012 to March 2013’; ‘LinkedIn is enjoying over 200 million users’.

All the above mentioned facts about social media are quite sufficient to justify its impact over the World Wide Web.

In the SEO world, social media is one of the prominent tools for increasing search engine page ranking. However, the impact and importance of social media marketing is much larger than mere rankings. Presently, this booming medium is used for creating and boosting brand image among customer. With the right approach, a business can built in high trust in the market and thus can generate long run profit.

Read below to know how one can manipulate the social media platforms for building and enhancing brand image.

Schedule posts on the right time

Post content when it has more chances to be seen. Yes, this will certainly demand time and efforts. One needs to observe the timing of the users, thereafter post accordingly.

Remember, don’t post too much on the profile as no one would like his newsfeed to be over-flooded with just brand related updates. Moreover, users might regret their decision of joining the community.

Keep consistency in postings, so that users stay updated. Simultaneously, make sure of not over doing it.

Come up with something unique

Wish to get lost amidst thousands of social media posts? If the answer is no, come up with distinctive ideas. Keep the best foot forward and create a unique post, something informative and attractive.

At the same time, make sure not to burden the users with all heavy facts. Bring in something light hearted, yet informative and present it an attractive manner.

Consider the negative feedbacks equally

It’s not a thumb rule that all the users would give only positive feedbacks. At least a few could be the unsatisfied customers, and they have all the rights to give their opinion even if it is negative. One must not delete the negative comments; rather, should politely reply back.

These comments can be really helpful in making improvement in products and services. Further, ask the user for his recommendation. In this way, the user would feel contented for being heard. While the opinion would get noticed, his trust would come all the way to the brand.

Answer those questions immediately

Genuine customers will surely leave queries that must be resolved at the earliest. Late response means disappointed customers, and there can be nothing worse than that.

The faster the questions will be answered, the strong the image it will get.

Think above promotions

“You are what you share.”                                                                                                                                                      ? By Charles Leadbeater

Every second, every other brand is promoting itself, either join the group and disappear in the crowd, or be a different kettle of fish. Don’t just always blow your own trumpet, post something useful.

Use infographics, facts, graphs, videos, banners, contests and so on for luring the users. Users are very well familiar with the fact that the brand has the social media presence for promotion, so surprise them by giving something different. Even if you can’t surprise them, present in a different packaging.

Embark on interesting discussions

“A brand is no longer what we tell the consumer it is – it is what consumers tell each other it is.” – By Scott Cook

To keep the conversation rolling, one needs to be a part of it. With genuine reply from the expert, the customers would feel content and satisfied.

The more one converses the more trust of the customers it earns. Further, be sure to stick to the topic, as any promotion in between could be a big turn off.

Conclusion

Social media is just an ingredient of internet marketing, but certainly a pivotal one. It not only helps brand in building an online reputation but also supports the real time recognition and credibility.

Though these are very simple things to implement, if one feels that it is not his cup of tea, the option to seek advice from social media marketing consultants is always there.