Category Archives: Coaching

By Gail Z. Martin

Productivity takes a hit if you have to spend time cleaning up a mess.  The bigger the mess, the more time gets wasted on clean-up.  Needless to say, preventing or containing messes can boost productivity and give you peace of mind, which enables you to keep your focus on your top priorities.

That said, it is important to understand how you and your company are viewed in the marketplace so that you can make course corrections as needed or reap the benefits of glowing reviews. And, inevitably, incorrect information will make its way online, so it’s also important to have a way to become aware of erroneous content and straighten out misunderstandings. We perform all of these tasks daily in the real world, without really thinking about it. Reputation management is just the online equivalent of staying plugged into the grapevine to see what others are saying. Working from home has its own set of unique challenges. Discover the potential of virtual offices from Virtually There, and elevate your business to new heights. From a professional address to dedicated phone lines, the benefits are clear. The decision to use a virtual office is a wise investment that can improve the credibility and efficiency of your operation. Businesses benefit a lot by outsourcing tasks to experts like the ones from HR outsourcing companies London.

Let’s be clear: If you’ve done something unethical or have shoddy business practices, you’re better off cleaning up your act and making restitution than trying to suppress legitimate negative comments.  And as discussed in the chapter on online directories, other people have a right to their opinions and to speaking those opinions online. They aren’t required to like your products and they may say so publicly. Personalized solutions are a hallmark of leading payment processing companies. Reputation management should never be seen as a way to cover up bad business practices.

That said, it is important to understand how you and your company are viewed in the marketplace so that you can make course corrections as needed or reap the benefits of glowing reviews.  And, inevitably, incorrect information will make its way online, so it’s also important to have a way to become aware of erroneous content and straighten out misunderstandings.  We perform all of these tasks daily in the real world, without really thinking about it.  Reputation management is just the online equivalent of staying plugged into the grapevine to see what others are saying.

Excerpted from 30 Days to Virtual Productivity Success by Gail Z. Martin

By Gail Z. Martin

While directories like Yelp permit customers to add comments, there are also plenty of other sites that specialize in reviews.  These include dedicated review sites like ConsumerReports.com, which covers a wide array of consumer products, and more specialized sites reviewing movies, books, camera equipment and other niche interests.  As newspapers and magazines have cut “soft” news, such as reviews, online sites have sprung up to fill the gap.  Some of these sites, such as RogerEbert.com, are from a well-known expert (in this case, Chicago Sun Times long-time movie reviewer Roger Ebert), but many are written by citizen-journalists out of a passion for the subject.

Love reading?  You can start with reviews posted by readers on Amazon.com, and even read best-of lists compiled by other Amazon users.  But if you want to go deeper, you’ll find dozens—perhaps hundreds—of blogs and review sites in your favorite genre or non-fiction topic dedicated to book reviews.  In many cases, the reviews are the opinion of the site owner and will be colored by their personal likes and dislikes (which is part of the charm for readers).  In other cases, the review site will recruit reviewers who agree to submit reviews according to the site’s guidelines.

You’ll find review sites for cameras, camping equipment, board games, computer peripherals, video games, luggage, sound equipment—just about every hobby under the sun.  Some sites have only a few hundred readers, but more established sites can get millions of hits from a legion of dedicated readers who turn there first for information.  So, how do you get included?

Begin by reading the site carefully.  Many sites explain how they acquire the items they review.  In some cases, reviewers speak solely from their own experience with items they buy and use themselves (you’ll find this true for many book review sites, for example).  Other sites have a policy for receiving free samples from companies, and will disclose that the items were sent free of charge instead of purchased.  Big review sites (such as ConsumerReports.org) have a budget to purchase items for review, to avoid any appearance of conflict of interest.

Next, read the reviews to determine the personality of the reviewer.  Some reviewers try hard to be impartial, citing both the positives and negatives.  Others enjoy trashing everything, or take a very snarky tone.  That’s part of their personality and it draws their loyal readers, but it may not be a good fit for your product.  Know what you’re getting into before you try to place your product with a reviewer.

Follow the site’s guidelines for requesting a product review.  They may want you to query first before sending the actual item.  Some sites will review certain types of products only on a seasonal basis, or may have designated months for different categories of items.  If so, their guidelines will tell you how far in advance to submit your request and/or items to be considered for a review.

Should you only shoot for reviews from large sites?  Not necessarily.  Smaller sites, blogs and social media review pages may not have millions of readers, but they probably do have a loyal core of followers who could be valuable early adopters and spark buzz.  These sites are usually more approachable than some of the very large review pages, and may provide quicker turnaround.  Treat every reviewer with respect regardless of the site of his or her following, and be sure to follow their guidelines to the letter.

Realize that when you submit your product for review, you agree to accept whatever they post.  Reviewers are not required to like your product just because you sent it to them for free.  Even a positive review may include some criticism just to be balanced.  It’s also possible that a reviewer may write a negative review, especially when the review is highly subjective, such as reviews on books, restaurants, food items, and other products dependent on the user’s tastes.  You can’t demand that a negative review be withdrawn unless it is truly vulgar and profane or meets the legal definition of slander, which can be difficult to apply given the protection afforded to journalists, even for unpopular comments.  Where user comments on a directory might be removed by the site administrators, when you’re dealing with a review site, you’re usually dealing with the owner whose “product” opinion.  That’s why it’s so important to assess the personality of a reviewer before submitting items for review.

Getting a great review online can provide tremendous visibility to consumers who might not otherwise have become aware of your product or service.  Excerpts from great reviews can also be quoted in praise of your product, and links to positive reviews can be posted on your site.  (Never copy the entire review without the writer’s permission, since reviews have copyright protection.)  While there is some time and effort involved in compiling a list of relevant reviewers and sending off items for review, you can receive tremendous promotional value for a relatively small investment in time and shipping costs—a truly productive way to market your company!

Excerpted from 30 Days to Virtual Productivity Success by Gail Z. Martin

By Gail Z. Martin

The idea of customers posting reviews for the world to see makes a lot of business owners nervous.  While they believe in the quality of their product and service, they fear that competitors or mean-spirited people may post unfair or inaccurate information online that could damage their business.  It’s certainly possible that, despite sterling quality, a disgruntled person might post a negative review.  However, according to Yelp’s own analytics, the vast majority of reviews posted are very positive.  Most people posting reviews want to alert readers to their favorites, not trash companies.

What if someone does post a negative review?  If you find a negative post online, take a deep breath and let yourself calm down, then read it again to see if there is any truth to the customer’s disappointment.  Business owners can post replies to reviews, but you should do so carefully and strategically to avoid making a bad situation worse.  If the customer had a bad experience, you can make a public apology, offer them a replacement, and try to make it right.  You may not sway the unhappy person’s opinion, but you’ve publicly demonstrated that you heard, you listened, and that you attempted to correct the situation.          Most consumers realize that mistakes happen; they just want to know that you care enough to fix it.  You may not win back the disgruntled consumer, but you’ll go a long way toward preventing one comment from souring the opinions of others.

If the comment is minor, saying nothing may be the best way to handle it.  If the customer didn’t like the seasoning in your soup, for example, you probably can’t change their opinion without changing your recipe.  People are entitled to their opinions, so if it’s a matter of taste and not quality, readers will probably take it for what it’s worth and make their own judgement.  By replying or trying to argue with the consumer, you just draw attention to the post, turning a minor comment into a major argument and making yourself look argumentative.

What if someone posts a really bad comment?  If the comment is abusive, uses vulgarities, racist language or profanity, it’s likely that you can appeal to the site owners to have the comment removed.  Many sites include internal filters to remove over-the-top comments or to push them far down in the results, making it less likely that an outrageous comment is seen.  It is also possible to contact the user who posted the comment and politely ask them to remove it.  If that doesn’t work, and the comment is truly both malicious and defamatory, it is possible to bring legal action for slander.  How far you take it depends on just how much damage you believe the comment can cause.  Another way to deal with negative comments is to ask your loyal customers to help you out by posting their own positive comments, which will push an unreasonable review so far down the queue that it will be seen by fewer people.  And, you can ask your friends to also request that a truly objectionable review be removed (sites may pay more attention to multiple user requests).

In my experience, companies worry far too much about the possibility of negative comments.  Does your company operate in an ethical manner?  Do you offer a quality product that lives up to your claims?  Do you strive for good customer service and follow through on  your promises?  If so, there should few reasons for your customers to say anything bad, and lots of cause for them to sing your praises.  Here’s something else to consider:  consumers have talked about businesses to their friends and neighbors since the beginning of commerce.  With today’s online directories, you now have a chance to hear what they’re saying, and if the comments to reveal areas for improvement, you can make the changes necessary to avoid future problems.  View comments as feedback, and recognize that it’s impossible to make everyone happy.  The positives of visibility and good user comments far outweigh the negatives.

Excerpted from 30 Days to Virtual Productivity Success by Gail Z. Martin

By Gail Z. Martin

Productivity is all about getting more results from the time or money invested.  Promotion is one of the areas where businesses look to increase their productivity; in other words, to get more bang for their buck.  Online reviews and directories are yet another tool businesses can use to get their name out in front of more potential consumers and reach them during their decision process, when prospects are actively planning a purchase.

Many people remember when there was only one directory: the phone book.  As a growing number of consumers migrate to cell phones instead of land lines, phone books have become less valuable, both to businesses looking to be found in their pages, and to telemarketers using them as a way to cold call.  But with the rise of the Internet, a new breed of directory has taken hold, a hybrid of the old phone book category listing crossed with a dynamic, interactive social media tool where consumers can provide feedback to merchants and communicate among themselves.

Yelp, Yahoo! Local, and Citysearch are three of the most popular online directories.  They include a wide variety of business types, ranging from products to services to hospitality/entertainment, combining basic information such as company name, address and phone number with the option for customers to add comments.  The company information may have been added by a consumer, or by the company itself.  Categories are rarely an exhaustive listing of every business in that service type (but then again, the old phone directories only included companies willing to pay for an ad).

Most directory sites create their basic content in two ways: collecting publicly available information from other published sources, and allowing users to add sites live online.  This means that your business may already be out there, so it’s a good reason to Google your company on a regular basis to see where you’re showing up and to make sure that your basic information (address, contact information, category) is correct.  You may have also been added by a recent customer, or by a helpful bystander who knew about your firm and wanted to make the listing more complete.  You can also add your own company, and there are some strong reasons why you should consider doing so, if you’re not already out there.

The first reason for making sure you’re represented in online directories has to do with consumers’ preferences.  Today’s consumers turn to online sources for information gathering far more often than they pick up a printed directory of any kind.  Online information is believed to be more accurate because it can be frequently updated than a printed document.  Obviously, this isn’t always the case (incorrect information can be posted just as easily as accurate information, and sites don’t always get updated as frequently as they should be).  In general, though, consumers have had good luck finding the information they’re looking for online, so they come back again when they need to search for something else. Most directories for the general public (i.e. not a membership directory for an organization) list companies for free, because they want users to add content.  If your company isn’t in the directory, consumers in a hurry may not bother to look further, and you lose out.

The second reason for being in online directories is word of mouth.  Consumers have always trusted what other “real” people say about a business more than they trust paid advertising.  Before the Internet, those conversations took place over the back yard fence, in the line at the grocery store, or at social events.  Now, consumers like to read reviews posted by other customers before making a choice to buy.  They’re not only interested in the quality of the product; they also want to know about the quality of the customer service provided by the merchant.

The third reason for being in online directories is search-ability.  Every time your company appears online, it helps to boost your search engine results.  The more people are talking about your company and the more places it appears online, the higher the search engines place it in their results pages.  Being present online pays off, not just in being visible on an individual directory site, but also through the secondary boost every online mention gives to your Google results.

Excerpted from 30 Days to Virtual Productivity Success by Gail Z. Martin

By Gail Z. Martin

The biggest key to productivity on social media is keeping your top goal firmly in mind and approaching your online time with an action-list.  Go onto Facebook or Twitter with one to three tasks that can be accomplished in 10 to 30 minutes, and keep your mind on business while you’re there.  By using this “power surge” process, you accomplish more in less time and avoid distractions during working hours.

What can you do in such a short time?  You can invite people to become your friend or “like” your page, ask a question or make a comment to someone who is already a friend or who has liked your page, post a quote or short tip, or check out what top speakers and experts are posting on their sites.  You can post a link to a helpful article, or set up a Facebook ad.  Shoot a quick video with your smartphone and post it to YouTube. Take a photo and add it to Pinterest. You’ll be amazed what you can get done in a short period of time when you keep your activity focused on achieving your top goal and reaching your ideal audience.

 Excerpted from 30 Days to Virtual Productivity Success by Gail Z. Martin

By Gail Z. Martin

If you’re a person of few words, you’ll admire the elegance of the idea behind Twitter; each post is just 140 characters.  That’s about two sentences to get your idea across.  What can you do in two sentences?  You’d be surprised.

Twitter is a great place to share links to valuable content (you can shorten them to preserve more of your character limit by using a problem like Bitly.com or TinyURL.com): videos, interesting articles on other sites, blog posts, audio, or downloads.  Find an article of interest to your audience?  Share the link, and then tweet a few thoughts and ask a question to get a conversation going.

What else can you talk about in 140 characters?  Recommend a business book and say how it influenced you.  If you were at an event and saw a speaker who talked about something useful for your readers, Tweet about it!  You could even include a link to the event Web site, speaker’s home page, or to a video or blog post related to the event.  Or, share a motivational quote, comment on a business-related topic that is in the news, or let readers know if you have an upcoming promotion or special event.

As with Facebook, you can reward the people who follow your page with periodic links to free downloadable material of value to their business, or give them sneak previews of special prices before you post the specials on your Web site.  People who follow you can ask you questions, either publically or privately, so you’ll want to monitor these so you can answer promptly. (Several of the dashboards make this easier.)

Twitter is also a great way to give live updates from the business-related events you attend.  If you’re at a conference, either as a speaker or an attendee, send periodic tweets about what you’ve liked, what insights you’ve gained, what well-known experts you’ve heard or met, and other information that gives your followers a you-were-there feeling.

Whenever you use a keyword in your tweets (such as the name of an event, a book, a celebrity/authority or product), make it searchable by putting # in front of it.  For example, if you are talking about the book Think And Grow Rich, you would tweet #ThinkAndGrowRich.  That way your tweet will show up if anyone searches on the name of the book.  You can also see what topics are popular by searching Twitters Trending Topics.  Chiming in on a hot topic (if it relates to your business) can draw attention to your Twitter page, and help you gain more readers.

Promote your Twitter page, and make sure you let people know what’s in it for them to follow you.  Tell them what kind of helpful content you post, and if you provide discounts or coupons, let them know.  You can also have your Twitter feed automatically update your other online pages, such as your LinkedIn page or Web site, by using the RSS (Really Simple Syndication).  LinkedIn has a free RSS application, and your Web designer can add it easily to your home page.

Excerpted from 30 Days to Virtual Productivity Success by Gail Z. Martin

By Gail Z. Martin

#1 Content is essential for attracting and keeping readers.  Ask questions that are business-related, provide tips and post links to interesting and helpful videos, articles and blogs, even to content that you didn’t create but that your audience would appreciate.  Repurpose articles and answers into Frequently Asked Questions and use other information you’ve written into short, helpful one-paragraph snippets of content.

#2 Try to keep a conversational tone.  Don’t use a hard sell, and don’t constantly promote.  Instead, draw your readers in with open-ended questions and try to get them into a dialog.  Facebook users want to connect with the person behind the business, so keep the conversation “business casual”, as you would at a networking luncheon.  That means that it’s OK to talk a little bit about superficial personal subjects, such as your pets, vacation highlights, sports teams, etc.  Always make sure that the information you share shows you in an ethical, trustworthy light.  Be human, but also be professional!  You can also reward those who “like” your page with occasional special discounts and coupons.

# 3 Promote your Facebook Business Page at every opportunity.  Put a “badge” (Facebook can generate this for free) showing your Business Page icon on your business Web page.  Add the address for your Business Page to your business cards, signage, invoices, handouts and all marketing material (Facebook makes it easy to create a short, readable page address).  Where your Web site is a one-way conversation (you speaking to your customers), view your Facebook page as the opportunity to learn from having a two-way conversation with your prospects and buyers.

#4 Facebook also offers the ability to place ads that show up on the profiles of other Facebook users who fit the demographic description you provide.  You set the budget and the duration for the ads, and a campaign costing just a few hundred dollars can lead to hundreds of thousands of impressions and hundreds of clicks.  This is a great way to drive traffic to your Business Page or to your company’s Web page. Get help from Facebook Marketing Newcastle if needed.

#5 Facebook has tightened up its rules for allowing contests, but that doesn’t mean that contests are out of reach for small businesses.  PinpointSocial.com specializes in template-driven, do-it-yourself Facebook campaigns that comply with Facebook’s rules but are easy and affordable for small businesses to run.  Used in conjunction with Facebook ads, this is a great way to increase the “likes” for your page, essentially increasing your Facebook opt-in.  Constant Contact has also added a social media tool that creates Facebook landing pages using templates, with the advantage that the tool also integrates with Constant Contact’s impressive email marketing capabilities.

#6 You can also add value to your Facebook Business Page through extra add-on applications within Facebook.  For example, one app allows your blog to automatically post to your Facebook page (RSS), increasing your productivity by getting additional exposure for each blog post.  The same is also possible for your Twitter or podcast feed.  For companies that sell on eBay, Facebook has an app that interfaces with your eBay site.  Apps change frequently, so be sure to look for the ones that would be right for your business. Though many business owners opt to go it alone, hiring a good digital agency like candymarketing.co.uk gives you access to high-level consultation and an advertising team with specialist skills, so it’s definitely something worth thinking about.

Excerpted from 30 Days to Virtual Productivity Success by Gail Z. Martin

By Gail Z. Martin

Growing your business productively means understanding all of the tools available to you.  Just as smart phones and tablet PCs have redefined productivity on the go, social media has redefined how people communicate, and more specifically, how consumers want to communicate with businesses.

Facebook, Twitter and LinkedIn are the three major social media platforms.  It’s worth taking some time to look at how Facebook and Twitter can help promote your company while boosting your productivity.

Facebook basics for business

Facebook now has over one billion users.  While Facebook was originally designed as a recreational place to connect with friends, businesses were quick to see the potential.  In fact, businesses have embraced Facebook faster than the Facebook architecture has adapted, leaving Facebook often scrambling to catch up to how its subscribers want to use the site.

Being present on social media for a company today is much like being present on the Web: you are judged negatively if you’re not there.  Just as many consumers would not consider a company to be a “real” business without a Web site, so many purchasers look for a Facebook presence to see if you are “real.”  What matters is that consumers have decided that they want to have a two-way conversation with the companies they patronize, and firms that abstain from being part of the dialog do so at their peril.

At the very least, you need to have a Facebook Business Page.  As Facebook has adapted to the needs of business users, these Business Pages have become easier to create and use.  Facebook wants businesses to promote from a Business Page and not from a personal profile.  Ignoring this rule can get your page deleted from Facebook.

A Business Page works a little differently from a personal profile page in that a Business Page can’t “friend” individual users.  Instead, users are invited to “like” the page and thereby opt-in to receive automatic updates whenever the page adds new information.

Today’s consumers value a connection through Facebook because they want to be able to express their opinions, ask questions, and feel as though they are being heard.  They want to do business with people, not faceless corporations.  Companies that learn to listen can reap valuable benefits, from uncovering (and being able to fix) customer service issues to discovering competitive advantages when a rival firm has dropped the ball, to new product ideas from the suggestions of loyal purchasers.

When you create your Business Page, make sure both your logo and your photo are prominently displayed.  People need to find you as a business, but they want to connect with you as the person behind the business.  Fill in the Information section, making sure your content is all about the benefit you provide to your customers and what you do for them (not just a laundry list of products and services).  Include your other Web sites, links to blogs and podcasts and business contact information so your Facebook fans can find you on the Internet.

If you already have a profile page, Facebook wants you to use it primarily for personal/recreational content.  However, it’s OK to talk about business some of the time, just as you would in real life.  Also, with a profile you can invite people to “like” your Business Page, and suggest that your “friends” also visit your Business Page.  Just keep your profile mostly personal, to remain compliant with Facebook’s Terms of Service.

Excerpted from 30 Days to Virtual Productivity Success by Gail Z. Martin