In Business: Follow Up FAQ

March 21, 2013
When to follow up?  I say NOW!

When to follow up? I say NOW!

Part of an occasional series on simple things you can do to grow your business.

Follow up.

Oh, how I hate it.

I have this theory.  If you’re going to buy what I’m selling, you’re going to buy what I’m selling.  I don’t need to chase you around reminding you I exist like a sixth grader crushing on an older boy.

Too bad that’s a terrible theory.

I submit for your consideration my Follow Up FAQ:

Do I have to?

Let’s get this out of the way at the start: you have to follow up.

  • If you meet someone at a networking event and you hit it off, you have to be the one who calls to set a date for coffee.
  • If you give someone a proposal and don’t hear back, you have to keep asking.  Call, email, hire a skywriter if you have to.  But don’t let that thing die until they say no.

Why should I?

You like to eat, don’t you?

But why me?

Because you’re the one who wants something. If the other person wanted something from you, she would have followed up already.

Won’t I annoy the prospect if I follow up too much?

Define too much.

Of course, if you call a person every single day asking what’s going on with your proposal, you’re going to annoy them. But that’s not an excuse to let someone fall off the radar, and if you’re whining this much about follow-up, I already know that’s what’s happening.

If you’re intuitive like me, you probably know how much is too much.  If not, make a follow up schedule and run it by one of your more intuitive friends.  Then stick to the schedule.

How can I seem less like a stalker when I’m following up?

Here are some ideas for keeping your “creepy factor” to a minimum:

  • Vary your media. If you sent an email last time, try a phone call or text message. Remember that less intrusive methods of follow up are potentially less annoying, but they are also easier to ignore. Switch it up.
  • Stay visible.  If it’s been a while and the person refuses to say yes or no to your request, switch to hanging around without asking the question.  Comment on a facebook post or respond to a tweet.  Just keep your face in front of the person and bide your time until you feel like it’s cool to ask again.

Doesn’t silence mean no?

Absolutely not.

There are only two answers to any question you can ask in business: “Yes” or “No.”  A non-answer is something like “Not yet,” and you should treat it that way.

I realize that sounds like creepy-sales-guy-talk, but it’s true. Yes, it’s possible that your prospect simply doesn’t have the guts to say no to you, but don’t make it easier on them by assuming that’s true.  Make them say yes or no, period.

One trick that works for me is to give people permission to say no.  I usually do this if I’ve been following up with no response for a couple of weeks.  I’ll just say, “Hey, if you’ve decided to go another direction, it’s totally fine.  Just let me know.” If I still don’t get a no, then that’s a not yet.  Hey, Mr. Prospect, you just gave me permission to keep bugging you!

When should I give up?

I’m tempted to say never, but that’s not realistic.

When you’ve exhausted every possible angle and the person still isn’t responding, it makes sense to stop actively pursuing the prospect.  I wouldn’t give up completely though.

I have a color coded spreadsheet where I track prospects.

  • Green: If this job happens, we’re doing it.
  • Yellow: This job may not happen, but I still feel like we’ve got it if it goes.
  • Red: This job is unlikely to happen or we are unlikely to get the job when it goes.

There have been plenty of times when I’ve moved people down to yellow only to get the job later, and even a few cases where red jobs have roared back to life.  You never know.

When something’s yellow or a red, it just means I follow up less often and less intrusively.  And I employ lots of social media stalking, looking for opportunities to restart the conversation.

The point?

Disciplined follow up helps you keep your options open so you can react to the right opportunity at the right time.

 

Good morning. I’m six!

March 19, 2013
Somebody's six!

Somebody’s six!

Sunday was Sam’s sixth birthday.

It was also the day of his elder brother’s engagement party, which meant that Sam’s milestone came and went without a whole lot of fanfare.

Monday was a whole different story.

Sam marched into school, chest puffed out.  I trailed behind with an enormous tray of brownies, still warm from the oven.  As we made our way down the hall, Sam greeted everyone he could find:

“Good morning. I’m six!”

Occasionally one of his friends would shake his head in disbelief.  Sam insisted, “No really. I had my birthday!”

This gave me an idea about telling people who you are.

Facepalm

It’s happened to you more than once, I’d wager.

You met someone you know well at a networking event.  A third joined you.  Your friend started to introduce you and then…couldn’t remember what you do.  Or anything else that’s worth saying about you.

She finally stammered, “Uh…well, Ann does web stuff.”

Thanks for the ringing endorsement, buddy.

The Art of Telling People Who You Are

There is an art to telling people who you are.  You don’t want to be pushy or obvious, but hey, I haven’t met any actual mind readers lately, have you?

All too often, we bury ourselves in layer upon layer of obscurity, then expect everyone else to jackhammer through all that sediment to discover what’s at our core. Maybe even we begin to forget what’s down there.

This isn’t surprising.  It’s so hard to be vulnerable. Much easier to encase ourselves in something hard and impenetrable.

But I can think of so many reasons that the world deserves to know you. And if I force myself, I can think of almost as many reasons that the world deserves to know me too.

It’s not an easy road, but it’s critical to becoming the person you were meant to be.

On following your own advice

March 12, 2013

iStock_000001637391XSmall

See if this is true for you:

As a consultant, I spend a lot of time doling out advice.  But when it comes to applying that advice to my own my business, I often fall short.

I’ve got the same reasons as you:

  • I’m too busy.
  • I’m too broke.
  • I’m too tired.
  • I’m not sure what to do.

Except that last one – that isn’t quite true.  I know exactly what to do.  I’m just not doing it.

I’m not sure why.

Chalk it up to fear of rejection, or downright laziness, but lately, I’ve been the marketer who couldn’t market her way out of a paper bag.

I’ve seen this same pattern over and over again with my clients, from organization development people who don’t pay attention to the health of their organizations to health coaches who are carrying around a few extra pounds.**

My point is, we all have moments when we long to take the easy way out – to spout off rather than apply what we know to ourselves.

But that doesn’t get you where you want to go.  And it doesn’t do wonders for your clients’ confidence in you either.

So what advice do you regularly offer your clients?  Do you walk your talk?

 

** Neither of these examples is about you.

*** Do you like my blog?  Leave a comment!

The trouble with predictions

March 7, 2013

iStock_000021652945XSmall-cropped

Snowquester, anyone?

Yeah, that didn’t really work out.

I bet there are more than a few school superintendents and OPM higher-ups and at least one Executive Director of a local leadership organization who are seething this morning.  It smarts, doesn’t it – the betrayal of every single weatherman in the world?

Fortunately, the snowquester debaucle was good for one thing.  It gave me an idea about predictions.

Predictions are just guesses.

People ask me all the time:

  • What should I do to get more clients?
  • Will it work if I tweet three times a day?
  • Or three times a week?
  • How often do I need to blog?
  • What sorts of posts will resonate with my target market?

The truth is, I don’t know.

I can make a prediction based on my training and experience.  But like the weatherman, I don’t know all the variables.

Predictions are educated guesses, but they’re guesses all the same.

Beware the ulterior motive.

I bristle even writing this.  But look, there’s a reason the weatherman errs on the side of blizzard.  It’s all about ratings, people.

An imminent snowstorm increases viewership.  Even this hardcore anti-news nut caved a couple of times and watched the forecast. Because people genuinely want to be prepared.  And what if he’s right?

I like to think I don’t have ulterior motives when I’m making predictions for my clients, but I’m human. To be honest, I’m probably less likely to recommend a strategy I can’t help you with, if only because I don’t know as much about it.

The point is, when you evaluate a prediction, consider the predictor’s possible motives.  No need to make accusations.  Just keep it in the back of your mind and let it tone down any wild, knee-jerk reactions you might otherwise have.

The solution is to test.

Your business is a laboratory and you are the mad scientist.  You need to make predictions, but then you need to test those predictions.

If you decide, with no evidence, to create an editorial calendar that includes six different topics, then refuse to change it even once it becomes clear that two of those topics are absolute duds, you’re working too hard for no good reason.

If you keep going to a networking event where you never meet anyone interesting, you’re wasting your time.

If you build a website and never look at the analytics to see how people are using it…well, you get the idea.

Predictions are fun and interesting, but they’re just the beginning.

You are stronger than you know

March 5, 2013

Girl Jogging on a bridge

Yesterday was the last day of a tough week.

Last Tuesday, I had a checkup with my oncologist.  I find our annual visits to be exhausting and extremely nerve wracking. This is utterly lost on my doctor who, despite being one of my favorite people, appears to be oblivious to the damage cancer has done to my soul.

After every visit, I resolve to cut him some slack.  After all, he sees sick people every day.   To him, I am a victory, a fair damsel snatched from the jaws of death.

Oh, the checkup?  Everything was fine.

On Wednesday, Ann died.  The other Ann, who had confided in me about her recurrence six months earlier. Everytime I saw her, I’d take her aside and ask how it was going. “I’m doing great!” she’d say. “I survived this thing once, I’ll do it again!”

Her passing came as a complete surprise. I realized when I heard the news that I hadn’t seen her in a few months and kicked myself for not noticing.

Then, on Sunday, I learned that my best friend’s mother was also dying.  Another breast cancer recurrence. She too would be ripped from the world too soon.

To say that these two cases shook me to my core would be a laughable understatement.

There’s a lot of horse trading that goes on in my mind. One of my coping mechanisms when I was sick was to reflect on how, because I was going through treatment, someone else wouldn’t have to.  Someone who might have not been as strong as I was.

Now, the flipside of the coin.  I’m fine, and two other women have died or are dying.

Nothing about any of this is fair or right.

Yesterday I got a pep talk for the ages from my friend Elaine. She said “You are stronger than you know.” This morning, Facebook continued the theme. My friend Krista Riddley posted this reminder: “The Secret: Keep Going.”

And in the end, that’s all we can do.  We have to keep going.  We have to keep making meaning while we can.

What other choice do we have?

Why your website matters more than social media

February 28, 2013

Internet address, computer screen

With all the attention (and hang wringing) around social media, it’s far too easy to forget about the workhorse (and ideally, crown jewel) of your marketing plan: your website.

Social media is sexy…and fleeting

Everybody’s (still) talking about social media, at least to me:

  • “I need to get my head around social media.”
  • “I have a Facebook page, but I’m not doing anything with it.”
  • “How often do I really have to post to make it worthwhile?”

That last bullet tells the whole story.  Faced with increasing demands on their limited resources, many entrepreneurs are trying to hash out a rough calculus of social media:

“What’s the minimum amount of work I can do and still get a return on my investment?”

That’s like asking:

“What’s the minimum engagement I need to have with my children to prevent them from becoming serial killers?”

One of the reasons social media is so darn hard is that time marches on. Your little tweet is ancient history – within minutes.

Marketing is about consistency.  Always has been, always will be.  Sometimes you can cheat consistency with enough money. Not so with social media.

You’re either there or you aren’t.

Your virtual home

All of this makes improving your website a much more attractive use of your time and marketing dollar.  Your website allows you to:

  • Address multiple audiences
  • Present your entire message coherently
  • Observe and influence the order in which your message is consumed

That last bit we do with a little thing I like to call “science.”

Weirdly, so many people have a set it and forget it attitude with regard to their websites.

I don’t get it.  There’s SO much opportunity for continual improvement of your home on the interwebs.  Which, increasingly, is the only home that matters.

But wait…there’s more!

Using your website, you can also:

  • Measure the effectiveness of your other marketing campaigns (TV, radio, direct mail, email marketing – you name it!)
  • Conduct market research through surveying and A/B testing
  • Use your analytics to uncover what’s resonating with your target market
  • Discover how people search for companies like yours, which can inform other spends

I love social media.

I’m plugged in.  I dig it. And maybe that’s the point.  If you don’t love it, then get smart. Spend your time and money on improving your website: a marketing channel that has lasting value and provides ongoing intelligence to your organization.

In Business: Be On Time

February 26, 2013
Photo by alexkerhead

Photo by alexkerhead

First in an occasional series on simple things you can do to grow your business.

Before I started my business more than 12 years ago, I made my living as a marketing coordinator.

Marketing coordinators support salespeople by creating collateral, handling advertising and public relations, and writing proposals, among other things.   My sales guys would encourage me to visit clients with them, but I hated it.  “You make the money, I’ll spend it,” I was fond of saying.

Suddenly I was on my own.  I had to figure out, for the first time, how to sell myself.  Honestly, starting out, I underestimated the importance of this skill, as I think most first-time business owners do.

I started hanging around salespeople of all stripes, mostly at networking events, but also as a member of several referral groups.  I studied them. How do they do it?  How can I do what they do and still be me?

Since I work with many first-time business owners, I started thinking about all the things I’ve learned and how I can offer more than a few tib-bits I’ve acquired over my decade+ in business.

So without further ado, rule #1 for success in business:

Rule #1: Be the First Person to Arrive for Meetings

It sounds like a small thing. Don’t be late for meetings. In fact, be early if you can.

I say, go one step further.  Try to be the first person to arrive for any meeting.  That usually means showing up early.

If you’ve been in business for any length of time, you already know that the so-called gold standard is to be less than 15 minutes late.

I’m guilty.  I am a seasoned procrastinator.  I’m all about “I’ll just do one more thing before I go.”  And historically that made me late, pretty much all the time.

Remember how, in college, there were rules for how long you had to wait for a professor before you could take off?  15 minutes for a Master’s, 30 minutes for a PhD?  So it’s tempting to ask yourself, how long can you be expected to wait for a colleague who’s running behind?  Or how long can they be expected to wait for you?

I’m not sure that’s the right question.  Do I need to describe how it makes the person you’re meeting feel when you breeze in 10 minutes late, throw your stuff down, and run to grab coffee, while they’re settled and ready to begin?

You’re better off being the other guy.

We’re all busy.

Yes, we’re all busy.  We can’t afford to be sitting around waiting. This is an argument for being on time, but it’s also an argument against being on time, because you know the other guy’s going to be late. Why should you waste your time waiting?

Here’s why: when you’re late for a meeting, that goes to your professionalism. Why should you compromise on that when it’s such a simple thing to plan generously for travel time?

Not to mention, being the first person in the room puts you at such a strong advantage in a meeting, it’s absolutely worth fighting for.

The secret is preparation.

Don’t you dare sit there and tell me you don’t have time to blog.  I’m writing this post in a Starbucks while I’m waiting for an appointment.

Don’t you dare tell me you can’t deal with social media when you own a smart phone.  It takes two minutes, max, to post to your twitter feed.

In fact, I’d argue you can do a hell of a lot of marketing while you’re waiting under the light at Starbucks. Not to mention in the 15 minutes before a scheduled appointment.

It’s worth the effort.

Recharge

February 21, 2013

recharge

He does not seem to me to be a free man who does not sometimes do nothing.
~ Marcus T. Cicero

My friend Terry Monaghan just posted this quote on Facebook.

She’s in the habit of posting brilliant quotes about the judicious use of time since she’s pretty much the best time management expert ever.

Anyway, this quote gave me an idea about recharging.

Are you spent?

If you’re the kind of person who gives and gives until there’s nothing left, then you know what I’m talking about.

The crazy thing about being out of gas is that usually you can keep going, but your results are nowhere near what they could be.

“If I had eight hours to chop down a tree, I’d spend six hours sharpening my ax.”
~Abraham Lincoln

I’m pretty sure Terry posted that one too.  I came across it somewhere.

The truth is, you have a choice.  You can tough it out or you can work lightly and swiftly.

  • The first way serves your ego, which thinks working harder and longer makes you more important.
  • The second way will give you a better result, and you’ll have more fun.

I’m leaning toward the second way.

Some things to remember

Here are some things to remember as you think about how to recharge:

  1. One kind of giving is not the same as another. Sometimes all you need is to change gears.  If you spent all day giving to your clients, maybe it’s enough to play with your kids for a couple of hours. If that feels different for you.
  2. It’s okay to do nothing. See above.  You’re not a drone. The trick to doing nothing successfully is the “being okay with it” part.  There are no bonus points for spending your free time fretting about what you think you should be doing.
  3. What recharges me might drain you. Everybody’s different.  If you’re not sure what will work for you, think about what gives your life meaning. I’d start there.
  4. Pay attention to where you are. If your mind is one place and your body is another, you are creating an attention gap that will cause both your thoughts and your actions to be unfulfilling.
  5. Consume to create. Filmmakers watch movies. Artists visit galleries. Writers read. Fill your head with work you admire. It will inspire and sustain you.

That’s all I’ve got.  What do you think?

On having bad taste

February 19, 2013

iStock_000003249838XSmall

Some people just have bad taste.

I’m not talking about my husband’s affinity for bluegrass.  I get that some people like bluegrass.  It’s not my thing, but I can appreciate it as an art form.

No, I’m talking about indisputably bad taste, like Sam’s love for McDonald’s.

Forgetting for a moment that there’s a toy involved (because that would sway even the most discerning five year old), Sam is very much in love with McDonald’s.

For some reason, Dave decided to start taking him there once a week after school for a snack.  That’s weird because:

  1. the Dave I know wouldn’t be caught dead inside a McDonald’s, and
  2. while Sam’s been a frequent guest at Starbucks since his fourth day on earth, we’ve rarely taken him to McDonald’s before now.

Anyway, he’s under the McDonald’s spell.  So much so that sometimes he tries to trick his Dad into thinking it’s Friday even when it isn’t (which is easier than one might think).  Or he’ll ask to switch McDonald’s day to…today.  Whatever today might be.

So what?

A certain percentage of adults also have frustratingly bad taste.

There’s rarely any way to explain, let alone talk these people out of having bad taste.  There are as many reasons for it as there are people in the world.

The toy is just the beginning.

The perks of being a designer

One of the perks of being a designer is that, while you occasionally have to overhear the Allman Brothers Band* squeaking through somebody else’s headphones on the metro, I am forced into close orbit with these people pretty much every day.

Yay.

Here’s how it typically shakes out:

  1. “Here’s what you should do.”
  2. “Oh, you don’t like it? Let me just try to convince you why I’m right.”
  3. “I can see you aren’t buying it.  Let me just explain it one more time.”
  4. “Do you want fries with that?”

My wish for a new superpower

I would like a new superpower, and it’s this: I want to be able to see you coming.

*No offense to anyone who likes sitting in the dirt staring at animated mushrooms spinning around and around while the same song drones endlessly in the background.

The internet is the wild west and there are no-good varmits at the gates

February 15, 2013

Protect yourself from malware bandits

Traditionally, no one likes my technical posts.  But please, listen.

The internet is not a safe place.  And not just because of child molesters and mail order brides.  Although both of those things are disturbing.

There is a whole class of people who get their jollies out of messing with you.

Annoyed by the people who use bots to submit your contact forms hundreds of times a year?  That’s just the beginning.

These folks will inject malicious scripts (malware) into your site.  They will wipe out all the code on your web pages, leaving your site standing, but completely blank.

They do this for fun.  I know.  I don’t understand it either.

Here’s what you can do:

1. Change your passwords.

Yes, it’s annoying to have to keep track of complicated passwords.  But fluffy77 is a lot easier to crack than 4t7@CM21r.  Use a combination of uppercase and lowercase letters, numbers, and special characters.  And change them regularly.

Yes, all of them.

2. Don’t use the same password for everything.

I get it.  Lots of people have one password for everything.  I’m sorry, but it’s just too dangerous.

Consider this: if a hacker breaks your password once, he breaks it everywhere. Terrified yet?

3. Back up your website.

Performing regular backups is an essential part of web maintenance.  While some hosts perform incremental backups of your site files and any related databases as part of their service, you shouldn’t rely on your host, especially if you update your site often.

Talk to us about your options for backing up your site frequently and automatically.

4. Check your site for malware periodically.

Every once in a while, run your site through the scanner on this page: http://sitecheck.sucuri.net/scanner/

You can also use Google Webmaster Tools to alert you if Google finds malware on your site.

All this is probably not enough.

Even if you change your passwords religiously and back up and scan your site every day, you will probably wake up one morning and discover the dreaded “This is a attack site” banner on your homepage. Maybe not tomorrow, but someday.

And if you’re not ready, you are not going to enjoy trying to get your stuff back.  I promise you that.

It’s not a threat. It’s just the way it is, as long as there are people in the world who will knock you down just because they can.

No pressure, but if you need help with this, you know where to find me.


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