Category Archives: Program Management

How do you deal with the pains of customer service?

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Today’s question came from a busy entrepreneur about his customer service plan.

How do you deal with the pains of customer service?

I work in the hospitality industry, and I spend a lot of money on what I call “guest investments” where I give some sort of discount, free merchandise, etc. in order to win back customers when something goes wrong. I can’t tell if it’s working or if I’m throwing money away. How does your business deal with the challenges of customer service and keeping people happy?

This question came up at a very appropriate time. I had recently discovered that my bank offered a “Private Bank Level” for clients that have 1 million dollars invested with the bank. At that level, they receive premiere customer series and 24 hour concierge service.

Consider doing this with your own customer service strategy. In an earlier article (Should I have specific segmented brands or one brand that does all at different price levels?) we discussed the Product Funnel.

Product Funnel Strategy for Customer Service

Give low-interaction help instructions for clients that are taking advantage of your free products and services. Low-interaction help instructions can be in the form of (but not limited to):

  • FAQ articles and cheat sheets
  • Community Discussion Groups
  • Email response within 2 days

As the client invests more in your products and services, they get more access to support.

Structure your customer service as a product line of service. Give premium service to the people that are actually doing the most business with you. This will transform the “pain of customer service” into a product or business of customer service.

Customer Referral and Loyalty Programs

Also, don’t wait until there is a problem to implement your customer service program.   Be proactive with customer referral and loyalty programs. Visualize your product funnel in there area and incorporate rewards programs based on the amount of business your client is currently doing with you. Use your rewards program to entice your customers to do more business or move into the next price-point of programs and service.

Creating a great referral/loyalty/retention program not only elevates your customer service focus and energy – it automatically solves the “pains of customer service” as well. Take time to clarify what your Mission Statement and vision is regarding Premiere Client Service. Start dealing with clients instead of “customers”. Start building raving fans that will ultimately market your products/services for you – and simply release the customers that do not fit in your plan.

One Size Doesn’t Fit All

When you clearly identify your niche or target market, some people will not fit. When someone doesn’t fit, there is only one thing that will make them happy. That one thing is to release them and direct them elsewhere.   This is where affiliated partners and business referrals come in.

You are still providing customer satisfactory solution – it’s just not with YOU. You are still making the client happy.

Quick summary:

  • Clarify your Vision of your target or ideal client
  • Create affiliated partnerships with those clients that are not ideal
  • Design a referral partnership agreement with those partners
  • Design a referral/loyalty/retention program for your target/ideal clients

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

 

 

Should I have specific segmented brands or one brand that does all at different price levels?

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Today’s question came from a busy entrepreneur about his marketing plan.

Should I have specific segmented brands or one brand that does all at different price levels?

All markets have different performance and cost needs. Should we have multiple product brands – i.e. low cost/low performance and mid/high or have one brand that can stretch across multiple performance levels and price according to options? It makes sense to economize the product manufacturing chain but, what is everyone’s experience when consolidating a full portfolio into a single brand lineup?

Your Brand should solve a specific problem for a specific niche or class of people. If you have multiple visions/missions you should have separate branding and marketing strategies. For example: Sarah has her Health Coach business and she also sells her own brand of peanut butter.   Sarah should have separate branding and marketing strategies for those very different product and businesses.

 

product funnel2Product Funnel Strategy

Within each separate brand – you should have a product funnel strategy that leads your target client up your product/service pricing structure. Normally people start off with free samples – to allow the target client to get to know you (like a first date). In Sarah’s example, she may offer a complimentary discovery health sessions, newsletters, articles, short audios/video for her coaching; and free samples of your peanut butter for her other brand.

 

Then you create some low, mid, high end offers for each separate brand. In Sarah’s example, she can create group workshops, subscriptions based programs, one-on-one coaching programs, and then high-end product bundles with personal trainers, personal chef, image consultant, and a high-end shopping spree when your health goals are met.
If you only want to sell your coaching and peanut butter to High-Profile, Affluent clients (that’s your target client) — then you advertize, market and visit only the places where the High-Profile, Affluent people are. Your price points are selected to match the budgets of your target niche/clients.

 

Do you have an umbrella Brand that covers all your products?

You will have an Umbrella Company that owns the Health Coach and Peanut Butter business. But the branding will be different. For instance, Kraft owns Kool-Aid, Velveeta, Miracle Whip and Maxwell House. But each of these products have their separate branding, target market and product Funnels.

 

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

 

 

Why Your Personal Brand Matters

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Why Your Personal Brand Matters

If you are an Olivia Pope or TV’s Scandal fan, then you already know why your personal brand matters.

Olivia Pope and Associates mission is clear and concise:

  • fixing problems and crises;
  • protecting and guarding public images and reputations
  • solving certain crimes in her clients’ interest

Her personal brand is wearing the white hat and suit. The white hat and suit is synonymous with “the good guy” and “saving the day”.   This personal brand is so aligned with her company missions that you know instinctively what she can do for you.

So the critical business lesson learned from this high-rating TV series is:

Have a crisp and simple brand message. And it doesn’t hurt if your personal brand carries over some additional subconscious messages.

 

Just like Olivia Pope, you have characteristics that define you; ways that you think of yourself and ways that others think of you. Effective personal branding isn’t about putting on a show or figuring out how to get the most financial reward. You have a brand just as much as you have a reputation.

How people see you matters.

“Personal branding is how we market ourselves to others,” says Donna DeBerry, a marketing and branding expert.

DeBerry’s has four tips to reach current and potential customers through personal branding:

  • Be seen online and off: Your customers have many choices, and you need to go to where they are. Whether that’s on Facebook or on a panel at a speaking engagement, it’s important you be seen and easily identified.
  • First and last impressions last 14 seconds: Condense and personalize your elevator pitch. How can you turn a greeting into communication that evangelizes your business to your customers?
  • Give people reasons to connect you with your company: Position yourself as a leader and your company as a pioneering endeavor. It could help you earn media attention and build your customer base.
  • Become known for something: What you say and do need to dovetail with what your company is known for.

 

Just like Olivia Pope, you want people to know exactly what you stand for, immediately upon seeing you.

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a presentation on “3 Keys to saying YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes

 

Where Do I begin to Market My Business

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Where Do I begin to Market My Business

As a business solutions consultant, I constantly get the question: “Where do I begin to market my business?“

Regardless of the type of business, the first step is to create a marketing plan. Your marketing plan will outline your business goals, your marketing goals, and your marketing budget. It will also include how you are going to measure your progress against those goals as well as your time-line or schedule for success.

Simple Marketing Plan:

Below is the minimum that you need in your marketing plan.

  • Identify a target market.
  • Develop a strong marketing message and hook.
  • Create one piece of marketing collateral that will attract prospects and set you apart
  • Get visible in your target market.
  • Keep following up to build relationships and credibility.

 

Marketing Next Steps:

Become an Expert. Start exposing your expertise, tips, techniques and skill through various media. It’s easy to create videos, audios, articles, eBooks, and speaking engagements to get your name out there.

Cultivate Raving Fans. Start collecting fans that are interested in what you have to offer. Create your social media pages such as a Business Facebook page. Use your Facebook pages to collect your fans’ contact information such as name, email addresses, and phone numbers.

Determine your niche. What are you selling and to whom? Start by using skills that you already have, such as writing, web design and graphic arts. Seek out familiar industries. Cleary define your target client and demographic.

Make a list of your potential market. Reach out to friends, local groups and places where you do business. Most professions have associated professional organizations. Start attending your professional association meetings, conferences and expos aligned with your field, as well as various local business networking events.

Go where your clients meet. Once you have clearly identified your niche, visualize where those people meet, do and have. For example, if your target client and niche is affluent men over 40 years of age, take up golf.

Advertise your marketing business online. Start out with a Business Facebook page. Eventually, you need a web site with your own domain name. However, you can get started by using a free Facebook sites. Make sure to use a professional business template.

Link all of your personal social media. Ask your friends to “share” or forward the news about your new marketing business. Your new business must show clients that you know how to use the latest resources effectively.

Market your business constantly. Every email you send should have information about your new marketing business in the form of a web address, slogan, or similar at the bottom. Holidays are opportunities to share a greeting from your business Facebook page. Social gatherings present an opportunity to mention your new business.

Get referrals. Once you have a client or a lead, ask them to tell others about you. Consider offering a discount on their next project when they bring you new clients. Don’t be shy about asking for written or video testimonials.

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a presentation on “3 Keys to saying YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes

 

How can I get clients for my business?

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Hello, this is Laura Lee Rose.  I am a speaker and author. I am an expert in time and project management.

I help busy professionals and entrepreneurs create effective systems so that they can comfortably delegate to others, be more profitable and have time to enjoy life even if they don’t have time to learn new technology or train their staff.  I have a knack for turning big ideas into on time and profitable projects.

At the end of the day, I transform the way you run your business into a business you love to run.

This question came from a busy entrepreneur:

I am building my health coach business and trying to get clients. I am using social media outlets, emailing other holistic businesses to connect with, and offering workshops to local natural grocers. Getting individual clients is something I really want right now to bring in income and I’m having trouble. Any suggestions?

Defining your target clients:

“Health coach business” is pretty broad. My recommendation is to narrow your niche. You need to be able to clearly identify your target client. For instance;

  • What are the demographics of your target client?
  • What specific problems do they face and want to overcome (be as specific as possible)?
  • Where do they normally live and shop?
  • What kinds of foods do they normally eat?
  • What are their hobbies?
  • What kind of lifestyle do they current have?
  • What kind of lifestyle do they want to have?
  • What income do they make or want to make?

Once you have clearly described your target client – go to places where your target clients are.

For example: if your target client is affluent women, above the age of 40, interested in health – then check out the country clubs to see if you can give talks and workshops there.  Narrowing your target market or creating a niche will actually help you attract more clients and better market yourself.

Next Steps:

Once you have a clear picture of your target client and niche, then market to your Power Team. Your Power Team is small businesses that share your same target market and provide complimentary services.

For example: Small businesses that wish to locate ‘affluent women above the age of 40, who are interested in health’ would include:

  • Gyms, Personal Trainers, Aerobics Instructors
  • Personal Shoppers and Image Consultants
  • Health Spas/Day Spas
  • Beauty Supply consultants
  • Hair Stylist

My recommendation would be to find and collaborate with an affiliated partner in your Power Team group. Create package deals which include services from one or more of your affiliated partners.

Example:

Total Mind and Body Makeover Introductory Package Includes:

  • 3 months Health Coaching (weekly one-on-one coaching)
  • 3 months of Gym Membership
  • 2 celebratory Spa Days (you can take both days yourself, or go once with a friend)
  • 1 Image Makeover with an image consultant, personal shopper and make-up expert

This introductory package offer would go out to your affiliated partner’s contacts, be on their websites, and be equally promoted by them. The promotional package price will be appropriately divided by the participants.

Another sample package could include the “free” offers that the affiliated partners already provide.   For example:

  • 1 Health Coach one-on-one session
  • 7 days membership at the gym
  • 1 free 30 minute massage
  • 1 session to match clothing color to skin tone, and body type.

The idea is to package what the affiliated partners already freely provide, into a more attractive starter package. Providing a more end-to-end solution or 360° program can differentiate your programs from competitors.

Where do you go from here?

Once you have the right programs in place, co-market with your affiliated partners. Create catalyst events that encourage the clients from each business to mingle and visit each shop.   Offer to host a party for the Image Consultant and Make-up Artist at your establishment. Have them invite their clients into your shop for a free Make-Over.

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a presentation on “3 Keys to saying YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes

 

Hanging out with your clients and co-workers in a global market

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Today’s workforce, as well as the market, is global and diversified. Even if you own a “local business”, you will still want to have distributed national and even international interest. So how do you continue to generate global and remote interest in your products and services? How do you keep your diversified client and employee base connected and satisfied?

Video conferencing isn’t just for webinars and conference meetings. Skype, Google Hangout, Zoom and other similar tools range from “free” to very affordable.   With the abundance of video conference tools at your finger tips, the remote client or employee is not longer invisible.

Some things to add to your Individual Networking Plan:

  • Conduct a Live-Video Call with a client or employee, once a week.
  • Once a quarter, put out a video newsletter or update.
    1. If you are a business owner, this video could be promoting a new product, offer, summary of your past company accomplishments and next quarter goals.
    2. If you are an employee, this video could be a quarterly status report, your department newsletter, a demo, prototype or model of your project.
    3. The list is as extensive as your imagination.
  • At every phase of a project, record your milestone data and results
    1. Case studies can be turned into white-papers, presentations, promotional data, and success stories
    2. The most compelling stories are Before, During and After videos. These videos can effectively illustrate the journey and benefits within 60 seconds.
  • Video your What I Do statement
    1. Re-use/playback your What I do statement as introduction to your webinars, examples in your presentations, as part of your email signature, attached to your resume and Career or Company Press Kit, on your website, and on your social media profile pages.
  • Interview an expert in your field
    1. Being associated with an authority also puts you in the spotlight as someone knowledgeable in the field
    2. Share this interview with co-workers, clients, YouTube, Social Media and other places
  • Share your expertise and interests
    1. Create your own training videos
    2. Show your skills in a hobby or sport
    3. If you want people to think you are interesting – then be interesting.

Bottom line: If you feel invisible to your clients and employers, chances are YOU ARE. And you are totally responsible for that.

 

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a presentation on “3 Keys to saying YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes

 

 

Summer Sizzles with Business Lessons Learned from TV’s Scandal

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Hello – all you Olivia Pope and Scandal fans out there. I know Scandal is on summer hiatus. But what better time for us to review some “business Lessons Learned” from Scandal and more specifically from Olivia Pope?

This summer, we will be hosting a Lessons Learned Summer Series based on the characters of one of the best rated TV series “Scandal”. If you are interested in joining this video series – please register to receive telecast dates and times.

Today’s episode is a quick overview of “How Olivia Pope Got to be Olivia Pope”. We’ll walk through the business strategies that you can also use to build your empire, while avoiding some of the pitfalls.


If you found these tips helpful, then signup for the summer series. REGISTER HERE

So you just got a promotion and think you can relax

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So you just got a promotion!  That’s awesome and it’s well deserved. You’ve done awesome work at a exceptional performance level – to get you here.  Congratulations.
Now – here is what’s going to happen next.I know this because I was upper management in a High Tech Industry.

The management circle often uses this opportunity (that “she just received a promotion”) to automatically give the talented employee an Average or Below Expectation Performance Evaluation – for the next review cycle.  Their rationalization is that “She is in a new role with more responsibility – Of course it’s going to take her time to learn the ropes on this new position.  She can’t expect to be exceeding expectation at this level the first time out. She can’t expect to be delivering at the same level as the folks that have been executing at this level for longer.”

Realize – the management team normally has a quota of how many Excellent, Above Expectation, Average and Below Expectation rating to give their various teams.  They rate, rank and sort everyone (across all departments) of the same band, and level.  Then they count off how many Excellent, Above Expectation, Average and Below Expectation ratings from this pooled list to meet their quotas.
Realize that you are not being judged on your work alone – but you are being judged against all the other employees (across all departments) that are at your new, promoted level; against people that have been executing at this level longer that you have; against people that know and have been working with the upper management level longer than you.

Realize that with this new level, you have a different level of business networking responsibilities.  You have a different set of people you have to impress and cultivate. You have a set of different people that you are going to be compared against that already have this head-start in knowing and working with the right people.  They already have the inside track to “professional loyalty”.  Because upper management already know these people and have been working with them at this specific level – they tend to give them a higher ranking that someone that’s new to the band.
Because you are somewhat below on the ranking list – when they draw their quota lines for Average and Below Average grades – you normally fit in that range.
This gives upper management an easy opportunity to use one of their tough Below Expectations or Average ratings – without feeling “bad” about it.  “After all – how can she expect a good review at this new level? She’s using the first year to get her feet wet and learning the ropes.”
I know this because I was upper management in a High Tech Industry.

Now is the time to show them that “This may be true of other people just being promoted – but IT AIN’T SO for ME”.

It’s great that you received this promotion – but this is not the time to relax on your past accomplishments. You should understand the politics behind getting a promotion. And – at the mid-year mark” – you still have time to turn this rationale around.

If you are interested in assuring that this does not happen to you – ask me about  some Summer Career Booster tips specifically for your unique situation.

It’s easy to setup an appointment directly into my calendar with THIS LINK

3 Easy Tips to Up-Scale Your Iphone testimonials

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Today’s comment came from a busy business owner

One easily attainable marketing tool are video testimonials. If you are already giving a talk, it’s easy to take advantage of the excitement and enthusiasm that your audience is feeling right after your presentation. If you wait until they leave and are back into their daily activities – it’s going to be harder to get them to refer or comment on that event. Don’t miss that opportunity to get that genuine reaction and excitement for your genius.

So – even if you don’t have expensive camera equipment – you can use your iphone or ipads for impromptu testimonials. What are some simple steps that people can do with their iphones or ipads to increase the quality of these impromptu videos?

3 Quick Tips to improving your videos are:

1) Take your videos in the horizontal view.  It will give you more real estate to work with to work with.

2) Be aware of your background.  Take time to look at your viewfinder and make sure your client doesn’t look drawn or washed out.  Often times putting your subject in front of a solid white or black background or simply taking them outside into the sun will do wonders for their color.

3) Be aware of the background noise.  Often times you are in an large, open conference room with many conversations taking place around you.  And your iphone or ipad microphone is picking up all the ambient noise.  Take the time to move into a smaller room or corridor to tape your testimonials.  Video experts can often fix the background colors and size — but they can not easily fix the background noise in your video testimonial.

Bottom line is to merely be aware of the surroundings when you are taping your testimonials.  You may want to get your comments in front of your large banner – but if that banner is in a place where there’s lots of background noise, you may be better off moving to a quieter location and in front of a warmer backdrop.  Then supper-imposing your logo or banner later.

 

3 Ways Project Managers Can Anticipate, Avoid and Mitigate Problems

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Today’s comment came from a busy professional.

What separates the good, or the great, project managers (PM) from the just so-so?

The answer: How they handle problems when they arise and they prevent them from derailing deadlines and the budget. Some of the top issues projects frequently face are:

pm triangleProblem No. 1: Team members not knowing or understanding what their responsibilities are, not owning their part of the project.

Problem No. 2: Meeting deadlines.

Problem No. 3: Scope creep.

 

Problem No. 1: Team members not knowing or understanding what their responsibilities are, not owning their part of the project.

The PM is responsible for effectively conveying the project scope, goals and individual team member’s responsibilities. The best way to assure that your message has been conveyed is to ask each team member to paraphrase the goal and their part/responsibility/role in achieving the goals. They need to also paraphrase the consequences of not achieving the goals – not only for the company but for their careers as well.

Depending on one-way conversations like email and memos will not assure that your team understands their role. Creating presentations and status reports does not fully verify the team’s ownership.

Implementing one-on-one manager’s meetings will increase transparent communication between the employee and employer. Adding one-on-one project manager meetings with the various managers on the projects will do the exact thing for the project.

 Problem No. 2: Meeting deadlines.

Meeting deadlines is one of the critical skills of a PM. The first step, of course, is to create deadlines and milestones. Milestones are the mini-deadlines used to stay on course. It is critical to associate a customer-releasable deliverable at every milestone. The deliverable can be as simple as the requirement specs, a presentation, a prototype, a demo, an update, early alpha or beta versions, etc. By delivering early and often to the clients does several things:

  • Keeps the clients involved and gives you early feedback on how your features are matching your clients’ expectations. The product needs to match the client’s need and not your design. You are building the product for the client’s use; therefore, it’s imperative that you get the clients’ perspective along the way.
  • Forces the team to work on the quality of the deliverables all along the way.
  • Can continually provide the clients with their minimum requirements (to get them moving forward on their tasks) while you continue to enhance the product for future releases.

Another tool is risk management. There are various ways to manage risk. Risk Management and Risk Analysis incorporate contingency plans for high-probability/high-impact issues. Taking the time to visualize what “could happen” in the project, then sorting which items are most likely to happen with a high-impact to the project. Those items you put contingency plans in place.

Training every member of the time on good estimation skills will have a profound effect on accurate schedules. I have an article and presentation on the 12 Tips of Realistic Scheduling To download the article, register HERE.

Creating a Recovery Protocol Chart is also useful in meeting deadlines. The 12 Tips of Realistic Scheduling talks more about the Recovery Protocol Chart and Change Management in general. To download the article, register HERE.

Problem No. 3: Scope creep.

Change Management is the tool that you implement to eliminate scope creep. Once you have a well-defined feature set and requirement documents – any deviation of those requirements go through a Change Management process. CM outlines the consequences of the request including level of effort, resource requirements, delay in schedule, affect on other dependencies (identify any change reaction), quality issues or budget concerns. Once all these things are clearly outlined, the team can make a better decision in moving forward with the change.

Creating a Recovery Protocol Chart is also critical in reducing Scope Creep. The 12 Tips of Realistic Scheduling talks more about the Recovery Protocol Chart and Change Management in general. To download the article, register HERE.

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a monthly presentation on “how to say YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes