Author Archive

What’s the Real Cost of Customer Service?

Posted April 5, 2012, by Peter-Ruffing

In the last two weeks I have discovered (unfortunately) that customer service is an oxymoron with a few companies I’ve had interactions with. Both companies are at the end of the spectrum in size and earnings. One company had annual earnings in 2011 of more than 126 billion dollars, the other company in the 2 million dollar range.

Lousy customer service can be prevalent in companies for any number of reasons, but in the end it’s the companies employees that have the most influence on the type of service a client does or does not receive. Employees need to bring a different mentality to their career (not jobs) if they want their company and themselves to succeed.

Think like the owner of the company. checkbook07

Companies invest a certain portion of their yearly operating budget on sales lead generation, advertising and marketing. That is only part of the investment the company owner makes. Once that prospect or lead becomes a customer the investment continues in making sure the customer is happy and satisfied with the service or product you provide.

Consider the scenario if the tables were turned and it was up to the employee to invest part of their paycheck for lead generation or the hourly wage to provide a service. Would that employee provide a different level of energy or enthusiasm to ensure a return on their investment?

Not sure where I’m headed with this concept? Let me describe how I got it to resonate with a previous company I was affiliated with.

I was running the sales and marketing division of a large-volume home building company in Indianapolis. I had a staff of twenty five sales consultants, and I would ask them the same question, but in a different way.

One sales meeting I asked everyone to bring in their checkbook. I then asked each consultant to write a check for $435 made out to Mr. Ad Vertising.

I then went on and explained that was how much it cost the company to bring a single prospect into their sales office. I then asked them if they had to write out a check for $435 every time a prospect walked through their door, and it was coming out of their own pocket, how would they treat that prospect? Would they jump up and greet them with a smile? Would their follow-up on questions the prospect had take on a new urgency? Would they do more than they would otherwise do if it was them, not the owner writing the check?

The look on their faces was priceless; picture a herd of deer staring into headlights. For the first time they understood the investment the company was making in turning prospects in customers.

It shouldn’t matter how large or small the company you work for is, think like an owner when you start and finish each work day. If you don’t think customer service is important, think again.

It’s a valuable lesson because without prospects and eventually customers, we’ve got nothing.

“E.T. Text Home?”

Posted December 15, 2011, by Peter-Ruffing

Kelly, one of my co-workers, asked the question a few weeks back; “Remember when you used to call the Time Lady?” answeringmachine1

I’m not sure what made Kelly ask the question, but it got me to thinking, there are probably a lot of people who don’t even know that you used to be able to do that.

As a society we take a lot of technological progress for granted. Who needs a watch?  As I sit here typing I can find the time of day on my Blackberry, my laptop and the phone on my desk.

What about other obsolete or potentially obsolete technologies? Try and find an answering machine these days, thanks to voice mail they bit the dust.

In the 1960s there wasn’t a lot of emerging technologies. In my house growing up the technological advance was when we got a longer cord for the phone.  Back then we also had phone books, who needs a phone book these days? I couldn’t find a Yellow Pages book if it had a siren attached to it. Just Google what you’re looking for and it’s there, with a phone number, directions, reviews and, more than likely, a link to their website.

When was the last time you heard a busy signal when phoning someone? If you do get a busy signal, put that contact into the “Old School” file. In fact, today most people don’t even have home phones, why incur the cost when almost everyone will contact you on your cell phone? How would that famous line in the movie E.T. be re-written for today? “E.T. text home?”

What will be the next obsolete technology? Will it be something that transformed an industry like the iPod did? When was the last time you got up to flip the album on the turntable to listen to “Side 2”?

Social Media: A Port in the Storm

Posted August 26, 2011, by Peter-Ruffing

The impact of social media was never more evident than during the past few days when an earthquake shook, rattled and rolled a vast portion of the Northeastern U.S. At the same time Hurricane Irene continues to strengthen and gets ready to do her version of the I-95 Express North.

Let’s look at the power of social media and how it was — and is —  utilized during these two significant events. Twitter reported 40,000 tweets  on the hashtag #earthquake within one minute of the Virginia quake, registering 5,500 tweets per second on their version of a Richter scale.

In the same timeframe a Verizon Wireless spokesperson claimed they had 20 minutes of difficulty with a crush of phone calls. In fact FEMA asked people to text message or email to keep the phone lines open for first responders.

Obviously, a high percentage of our society relies on the immediacy and connectedness that social media provides them in times of significant natural events. Social media also played a strong role in how information was collected from the earthquake and tsunami that devastated vast regions of Japan. In one instance, the family of an American woman, who was teaching in Japan, was able to re-connect through the use of Twitter and the help of Ann Curry, a reporter on assignment with the Today Show.

As hurricane Irene sets her sights on the east coast of the United States, the National Hurricane Center has accumulated 15,000 “likes” on their Facebook page. People are turning to social media for information regarding evacuation, possible landfall by Irene and updates on the hurricane’s progress as it moves closer to the east coast.

On Monday the Department of Health and Human Services posted a $10,000 contest to create a Facebook application for disaster preparedness.

The impact of social media in relation to these events is pretty astounding and should not really surprise the adopters of these applications. Not only can we keep up-to-date on the most trivial type of information, it can also connect us in times of turmoil.

Discos, Hotels and Mobile Messaging

Posted May 19, 2011, by Peter-Ruffing

“There is no second to market, there’s only first,” Ian Schrager

Those words come from the co-founder of the iconic Studio 54, who later became the pioneer of the boutique hotel business. As an innovator, Ian Schrager was the first to discover that travelers wanted more from their hotels than a bed and bathroom. Schrager was the first hotelier to focus on the aesthetics by creating beautiful common spaces for his guest to relax, enjoy and been seen in.

Being the first proved to be crucial to Schrager in building his hotel empire.

Another opportunity for today’s business leaders to be first is upon us and the wise people to spot this will enjoy riding the wave.

That opportunity in using text messages or “mobile messaging” to get your business or product in front of your market.

Opt-in mobile messaging is still in its infancy but has huge growth potential. The statistics are mind boggling; the Mobile Marketing Association reports:

  • More than 2 billion text messages are sent in the United States every day.
  • 3-4 times more text messages are sent than mobile phone calls made daily.
  • There are more than 270 million mobile devises in the US for a 90 percent saturation rate.

According to the Pew Internet & American Life Project, most cell phone owners use only two of the main functions on their phones: taking pictures and text messaging. Other popular uses are for going online, sending email, playing games, listening to music and recording videos.

It would seem cell phones are used for just about everything, except talking.

The businesses that recognize these analytics and how they can leverage their messages to a highly targeted audience will reap the rewards of being a pioneer.

What makes mobile messaging so impressive?

  • Opt-In/Permission based — your prospect says he wants to hear your message.
  • Instant and timely — important for the “we want it now” society we live in.
  • 95 percent read rate — show me another medium with those types of numbers.

Contact a firm that specializes in helping businesses get their message out via mobile messaging. Be one of the first to market and recognize the impact that mobile messaging can bring to your business.

Remember; “If you’re not the lead dog, the scenery never changes!”

It’s (Job) Hunting Season: The interview

Posted December 8, 2010, by Peter-Ruffing

The following is part three of a three-part blog series on job hunting written by M3’s Vision Engagement Officer – Pete Ruffing. Click here for part one and here for part two.

So, the big day is right around the corner: your first interview.  You nailed the perfect resume and cover letter and you are dressed (and groomed) for success. Finally, in part three we’ll look at some interview techniques that you will use to set yourself a part and a few that you’ll want to stay away from.

  • The first task you will want to accomplish is to thoroughly research the company you are interviewing with. You need to be ready with the answer to the question; “tell me what you know about our company”? Nothing will make an interview go south as fast as if you can’t speak with some knowledge about the company you’re interviewing with.
  • Besides knowledge of the company, if you know the name of the company representative Google that person and see what you might learn about him or her. They might have spoken at a school or university and you might find some useful information you can use in framing your interview answers. You might also find a common interest that might come in handy and can keep the interview conversation going.
  • Turn off your phone and pay complete attention to your interviewer. Being distracted by a funky ringtone will kill a conversation in no time. You have to realize that there is no more important place you want to be than in that interview. Outside distractions like a phone ringing will not win you style points with your interviewer.
  • Answer all interview questions truthfully. Most interviewers appreciate an honest answer, even if it’s that you don’t know the answer. Some interviewers will even sometimes set you up to test your honesty and credibility, don’t fall for it. Answer all questions honestly!
  • Take a note pad with you into your interview. Don’t be afraid to take notes, or write down questions you may have that you can ask the interviewer at the appropriate time. This is another signal to the interviewer that you are fully engaged and interested in the position.

We have covered a lot of ground, but only scratched the surface on a few of the basic skills you’ll want to develop before your first interview. Take advantage of all that the internet and local library can offer you to pull everything you need together.

So, let’s take a quick look back and re-cap. First, you need to create a killer resume and cover letter. Second, make yourself presentable, inside (grey matter) and out (clean professional appearance). And finally, educate yourself on the interview skills needed to land that job!

Good luck and happy career hunting!

It’s (Job) Hunting Season: The look

Posted December 1, 2010, by Peter-Ruffing

The following is Part Two of a three-part blog series on job hunting written by M3’s Vision Engagement Officer – Pete Ruffing. Check back next Wednesday for the last post of the series.

Remember the young man I mentioned in part one; how he didn’t quite understand the need for a professional appearance when we met at the career fair? Face it; most of us live in a visual world first and foremost. He could have been the next great superstar but because he didn’t properly put the time and energy into making himself presentable to prospective employers, they will never find that out.

This also goes deeper than the right clothes and proper grooming. Having the proper body language and the correct mindset also play a part in giving the job candidate the confidence needed for the interview. Let’s look at a couple of important rules you’ll want to follow.

  • Many employers will be put off if they feel a job candidate doesn’t have enough pride in oneself to put their best foot forward. Their reasoning is; how can I expect him to put pride in his work if he doesn’t take pride in his appearance? Personal hygiene, grooming and the proper clothes play an important role in how you will be perceived by prospective employers.
  • The clothes you wear to an interview should be professional and you should error on the side on being conservative rather than risky. Remember;  you are not out clubbing with your peeps. You don’t want what you wear to be a distraction to the interviewer. If you are on a budget visit a consignment shop. You can pick up any number of designer jackets or blazers that will not put a dent in your bank account.
  • Now that you have your outside appearance let’s work on the inside (grey matter)! Prepare yourself for success in the interview and start with motivating your mind! Listen to motivational cds, downloads or webinars. The more confident you feel in yourself and your abilities, the more that confidence will show through to the interviewer.Job-Interview-Attire
  • A firm handshake is essential, so don’t throw a floppy fish the interviewer’s way. Again this is a subtle sign of your self confidence. Always address the interviewer as yes sir or no sir, never use their given name unless they have given you permission to do so.
  • Your body language is another subtle clue an employer will pick up on. No slouching. Stand tall and sit erect. Answer questions clearly and with a firm confident voice. Make eye contact and be an active listener during the interview. Don’t be afraid to take notes so you can write down questions and refer back to them for future use.

When preparing yourself for potential interviews it is crucial that you put yourself in the best possible position for the desired outcome; you get the job! To do that you need to focus on the basics and when you have done that; the confidence you gain will pay huge dividends in your job search.

Okay, part two is here and gone, whew! You’re very close to having the basics behind you as you embark on your quest for a new career. In part three you will learn some interview dos and don’ts. This is the time when you put all of your new-found skills together and shine!

It’s (Job) Hunting Season: The resume and cover letter

Posted November 24, 2010, by Peter-Ruffing

The following is part one of a three-part blog series on job hunting written by M3’s Vision Engagement Officer – Pete Ruffing. Check back the next two Wednesdays for the rest of the series.

The young man slouched in front of me, his face unshaven and his clothes disheveled. His hands were in the pockets of his tattered and worn jeans. His appearance was more appropriate for a night at a club, rather than meeting prospective employers at a career fair. But there he was in all his scruffy and stubbled glory!  engineer_resume_sample

It’s easy to assume he is too young to have ever heard about the book Dress for Success or the phrase “You only get one chance to make a first impression”.  He was making the all too common mistake of not executing the basic fundamentals when it comes to Job Search 101.

In part one of this blog I’ll review a few of the basic rules and skills for killer resume and cover letter creation that will impress any prospective employer.

  • If you are a recent college graduate, emphasize any internships, organizations, clubs or affiliations you were a member of.  Don’t worry about your lack of work history. Any employer will understand that you are just beginning your career; otherwise you wouldn’t be sitting across from them.
  • If you are victim of downsizing due to the economy and find yourself in the job market again, RELAX! There are always employers looking for good talent, so you need to develop your resume to concisely detail your skills. Try to keep it to one page, two pages at the absolute maximum.
  • Tell the truth! Don’t exaggerate or misrepresent anything on your resume.
  • Make your cover letter attention grabbing and an interesting read. Create a cover letter that will stand out from the hundreds, yes hundreds, employers receive. Invest in good resume and cover letter stationary found at any office supply store.
  • Don’t rely on your computer’s spell check function for spelling and grammar corrections. Take your time and review your documents line by line. Repeat the review process a few times and allow your documents to sit for a day before you pick them up again. It is also wise to have another person review your materials as well; it’s smart to get another perspective other than your own.

There are countless resources you can draw upon to help you develop a resume and cover letter you can be confident about. Your local library will have many books, audio programs and even workshops that will provide the road map you’ll need to guide you through your journey.

So, part one is behind you (hooray!) and you hold in your hands powerful and awesome documents that will help you land the job of your dreams! In part two you will learn how your appearance, manners and demeanor will impact your job search as you begin preparation for your interviews.