Have you ever noticed that when you are angry it becomes very hard to hear what is being said by anyone but yourself. What you are experiencing is a natural phenomenon known as “fight, fight, or freeze.” And when this happens you are experiencing both an emotional and physical reaction. You become hyper alert, blood rushing away from your extremities and your vision and hearing narrow. A part of your brain sometimes called “lizard brain” is taking over. The result is that your thinking is impaired and your body has taken over. It is now operating in a primitive way. Not the best way to be for providing quality customer service.

Next time and angry or dissatisfied customer calls you take a moment and check in with your body. You can have an opportunity to interrupt your automatic autonomic response. Take a few deep breathes, and instead of matching anger you may be hearing, try something new, opening up and focusing your attention on what your customer is saying instead of how they are speaking. If you put your concentration on content of their comments and really hear what is being said, you may be surprised to learn something you don’t already know. This small change, when you pause and listen, can yield a deeper understanding of the needs of your clients. Instead of reacting, you are now able to support them, and be creative or more importantly, let them know they are heard. You may not need to do anything more than listen and acknowledge what has been said.

Many times conflict comes about when people feel they have different or opposing views. By listening to what is being said you may find out you share more than you differ. Listening with the intention of understanding is quite different from the way you listen when you have the  the intention of reacting.

The more valued, respected and heard a client feels, the more likely they will stick with you. It is far less costly to keep an existing client than to source a new one. By listening to a client’s concerns and working to resolve their issues, you will find you can turn conflict into cash, repeat business and glowing referrals.

To learn more about how you can help your body and mind stay in balance, visit http://www.healthatyourfingertips.com. I highly recommend you practice the “Daily Clean Your House Flow” to experience good health and a clear mind.

Clear communication fosters good relations. The purpose of a contract between a consultant and client is setting the tone for their working relationship. A contract is more than a legal document. It is a contract of ethics and expectations for all parties. It is an outline of agreements made and intentions. It is like a pre-nuptial agreement for business relationships. A solid contract respects the needs and rights of all parties. It provides protection should any of those involved fail to fulfill their agreements. I like to think of a contract as a map of the essential and important aspects of an engagement. You may have noticed that the similarity in the words used to describe a romantic contract (engagement, nuptials, pre-nuptials, honeymoon, breach of contract, commitment) and a business contract (engagement, agreements, honeymoon, breach of  contract, commitment). At the start of your relationship, you may not envision problems that may arise, thinking that what you want and what your clients want are in alignment. That may be true, yet the road to clear communication is not always as transparent as we think it is.

Each of us comes to the table with our own view or perception of the world. We all have unique experiences and therefore goggles that color what we see and hear. This unique map is built upon our perceptions. While we may believe that we have been clear in our attempts to communicate with others, unless we understand the filter or map we bring with us and the map of those we wish to communicate with, our communication can fail. As you can see in the model below, there are layers of messaging, perceptions and intentions.

Fortunately, there is shared space where the sender and receiver have common understanding. It is in this space where a well written contract can exist.

What goes into a clear contract?

The scope of the engagement

• how much
• how long
• metrics
• milestones

The expectations of each party

1. The process for making requests for changes to the original scope of work (change orders)
2. Rights and responsibilities of the client and the consultant
3. Who has authority to make decisions
4. How you will communicate
5. What it will cost
6. What resources are available
7. What resources need to be brought in
8. How payment will be made
9. How to end the contract in the event that circumstances change
10. What it looks like when the terms of the contract have not be honored by either party
11. What it looks like when all the terms have been honored

Best Business Practices

A contract is a summary of what you and your client have agreed to. It doesn’t have to be long. It needs to state what you both understand and will do you best to honor. I draft my contracts based on conversations with my clients. We work out the details together. It is an excellent opportunity to deepen our relationship and avoid misunderstandings. Skip any of these steps at your own peril. Take time to work out the details collaboratively with your clients before you start a project and you will have a strong foundation for success.

Judy’s 10 commandments of winning customer service

Have you ever wondered why Apple created the Genius Bar? They did their homework. They interviewed customers and asked them where they experienced the best customer service. The overwhelming winner: the treatment experience working with a hotel concierge. Why a concierge? These talented people do what it takes to satisfy their customers. They help you find what you need when you need it, even when the path to success is not easy or a straight line.

I’ve translated the parallels between the hospitality model and that used by Apple into the 10 commandments of winning customer service:

1. we are here to help you have a good experience

2. listen to what your customer has to say, especially when they are upset

3. respond with helpful behavior

4. treat your customer with respect

5. have a fix-it mentality (solutions not excuses)

6. maintain a broad spectrum of knowledge related to the needs of your customer base, beyond the expertise of your own business

7. recommend tools and resources outside of your own brand when appropriate

8. be friendly

9. be available

10. make it easy to work with you, be flexible

How to build customers for life

Become a resource like the Apple Genius Bar. You will find that you have higher customer satisfaction, frequent contact with your customers, repeat business,  it is more fun for you as well as your customers to be engaged and to work together on solving problems (which will come up — and how you behave under pressure can make a customer one for life or one who goes out and tells 10 or more people about their bad experience with you).

This post was triggered by an article about why Apple is great in the May issue of Fast Company. You can read more at http://bit.ly/cdLiGy, Whether you are an Apple fanatic or a PC fan, there is much to learn about why the Apple style is a winner and why other industries want to emulate them.

Let me know how I can better serve you.

An effective way to build the habit of asking for referrals begins by giving them to others first!

If you are now or have ever been a member of BNI, you know the philosophy well.  “Givers Gain.”

Joanne Black, author of “No More Cold Calling” says that this behavior stimulates reciprocity in others. She herself has benefited from this habit. Repeat business doesn’t just happen. Staying in touch reminds clients about us and when they have a need for our services, we are top of mind.

Being generous with contacts, resources and help that is asked for and needed builds strong relationships.

Judy’s Ten Eleven Commandments of Referrals

1. Listen to the needs of others with an open mind, heart and ears.
2. Ask for permission before giving information or advice.
3. Confirm your understanding of what people say they need.
4. Respect others as you would like to be respected.
5. Follow-up when you have shared with others, get their feedback on what worked well or what you could do better next time.
6. Give credit where it is due.
7. Ask for what you need.
8. Be specific.
9. Give often.
10. Let others know how they can help you.
11. Express gratitude.

Here is a short movie clip of an exercise based on these principles.

”

“Creating Connections at BACN”
It was filmed at the BACN meeting on June 25, 2010.

“Creating Connections” is a regular part of our meetings, yet each month this segment is presented in a different way.

The purpose of this segment is to bridge the gap between meeting someone at an event and building a connection that is of benefit beyond the moment.

If you would like a one page handout on referrals, send your request to me at info at creative1 dot com

Look at these three ampersands.

Each conveys a distinct style, mood and message.

Choosing type that appropriately matches and reinforces a company’s intended message is part art, part science.  A well designed logotype (a type based logo) blends subliminal and overt messages through the use fonts, size, color, shape and position. Logotypes done right embody congruence and connection with the essence of what is unique about a company.

Type and logos are not “one size fits all.” Each has nuance, energy, emotion.

Clarity, communication, and connection to your audience are critical criteria when selecting the elements to be used in a visual representation of your company.

I discovered an excellent article about the elements to consider when developing a text based logo. This article has beautifully illustrated examples and narrative. I highly recommend reading it if you love type or if you are thinking about creating a new business image. You can find it here: Creating a Logotype Depends More on the Means Than the End | Webdesigner Depot

Type loving graphic designers will enjoy the article and may use it as great starting point for a discussion with a client.

Those who purchase design services will get a glimpse of the design process and the considerations that go into a well designed logo.

The language of design made transparent.

If you love amerpsands like I do, here is another blog for you to visit.

Friday I spent the day at the Social Media 2010 Conference organized by Roohi Moola of Neighborhood Now. It was the first conference of its kind held in Sonoma County. There were about 200 participants and we had speakers from as far away as Atlanta. I captured short videos of the speakers and attendees.

Saturday was the NBAUG (North Bay Adobe User Group) super Saturday Meeting. Cyndi Reese of Santa Rosa Junior College is the force behind this wonderful group.  The group meets eight times a year. It is an Adobe supported user group and they provide prizes and speakers.

Saturday and Sunday: I am participating in a Social Media Workshop facilitated by Karen Clark of MyBusinessPressence.com at the Doubletree Hotel. Karen has used social media to grow two businesses she owns and is a trainer and speaker on all things related to social media.

If you are luck enough to live in Sonoma, check out WiredSonoma. It is an interactive community for those of us who live in Sonoma and we have an online community and face-to-face events.

Love all things Macintosh? Check out the North Coast Mac Users Group – now in its 25th year. We have monthly meetings, special interest groups and a Mac Computer Expo in October each year.  Helpful, friendly and we have people from all over the North Bay and beyond as members. See more at www.ncmug.org

These are just a few of the social media and computer resources in Sonoma County.

What tools and resources do you love and use in and about Sonoma County, California?

Screenr is a web based application for capturing content from your computer screen. It is cross platform (Mac and PC). You can create a movie of up to 5 minutes in duration. It can link directly to your twitter account.

Watch how to user screenr

Step One

Sign up for a free account.

Step Two

Tell screenr you are ready to record.

Step Three

• Select the size of the viewing window from several preset sizes.
• Press the red record button and you have five minutes of recording time.
• You press the green done button when you are finished and then screenr will create a high quality version of your capture.

Step Four

When the conversion process is complete, you will see a new page with your video and you can add a short description. This becomes a tweet with your video.

Options for Sharing

• You can download a .mp4 file to your local computer
• Publish your video to YouTube
• Copy and paste the embed code for your file and share it on your web site, blog or via email
• Delete the video

That’s all.

Screenr has a bookmarklet so you can start recording your video from any browser window.

Try it out.

I think you will find this a nice addition to your social networking tools.

Light up Your Buying Brain

“When we brand things, our brains perceive them as more special and valuable than they actually are.”

Martin Lindstrom

“The Joneses” is one of the movies that were shown at the Sonoma Valley International Film Festival. I found it to be an insightful, sometimes funny look at how our desire to buy things is influenced by our need to fit in and acquire the things we observe to be possessed by those we admire. Since I am in the business of branding, it got me thinking about what it is that creates that irresistible urge to buy IT, makes us think we cannot live without IT or that having IT will make our lives so much better.

The Brain and the Buy Button

The field of neuromarketing is real science. It has been popularized through the works of branding expert Martin Lindstrom. He gives us a peak inside of this fascinating field in his best selling books: brandsense and buyology. I was introduced to neuromarketing by Patrick Renovise and Christophe Morin. These two are entertaining as they explore how to turn on the “buy button” we have in our brains. There are differences between consumer products and business services, but the triggers that activate the “buy button” described in SalesBrain Neuromarketing: Understanding the Buy Buttons in Your Customer’s Brain are the same.

Triggers That Cause us to Buy

We may think we make decisions to buy based on objective information. In reality, our decisions come from our old brain, the one we share with lizards. Our emotions reside in the mid brain, and our new brain, rationalizes our decisions.

How can we attract and stimulate the old brain to take action? The main function of our old brain is survival. It behaves to keep us safe and wants to avoid pain. Safety, shelter, food and belonging are the domain of the old brain. We respond to marketing messages that identify a real or perceived pain and how to avoid it or remove it. Then we need to make it clear that we have the ability to fix the situation. A well-defined claim that differentiates us from our competition is will help us get the attention of our ideal clients. To seal the deal, a demonstration of what is to be gained by using our services will light up the buy button in our old brain.

In the movie “The Jones”, wanting to be like the beautiful, charismatic family of the title influences buying behavior. As a species we survived by choosing the most attractive mates, those who were strong and good providers. In today’s consumer world, we respond to the same triggers as our cave dwelling ancestors.

Brands Light up Brains

Neuromarketing measures observable brain behavior.

Techniques include:

How well does your brand message answer these questions?

1. Who do you serve?
2. What is their pain?
3. What makes you the best solution to their problems?
4. What will clients gain working with you?

Are you keeping up with the Jones with your marketing message?

Tell me how your value proposition lights up brains.

A great way to build your visibility is through your web site. Picking a domain name and business name that are the same makes it easy for people to find you online.

Deciding on a name can take some time. Before you seal the deal on your business name, see if your name idea is already registered by someone else. You can do this by visiting godaddy and doing a search. You can register your new domain name there, even if you are not ready to start building out your site. Securing a unique url (domain name) is a smart marketing strategy.

Things to consider when picking your domain

Your domain name is one of your most important pieces of marketing real estate. If you have a memorable url, it can go a long way in helping your clients connect with you.

You might want to include your blog on your site or register a separate domain name for your blog. A growing trend is to use a blog platform to build your web presence. A blog is a special kind of web site, with a key advantage. Visitors can subscribe to a blog, but they can’t subscribe to a traditional web site. If you are just getting started with your web presence or if you are re-branding, I encourage you to consider using a blog for building your site.

You are reading my blog which is built using Wordpress. Wordpress is one of the easiest and most robust of all the blogging platforms. This installation uses the Thesis theme which allows me to customize the look of my blog. Thesis has excellent seo (search engine optimization) features built in.

Valuable expertise on demand – rich business content and presentations | myBrainshark.

There are many ways to add video and share it on the web. My Brain Shark offers some unique and free options.

If you are a Powerpoint user you already know most of what you need to know to use My Brain Shark.

One feature that is different from other services I have found, you can use your telephone to record a audio track for your slides. No need to buy a microphone or worry about learning how to use it, just follow the dial in instructions and you are ready to record.

This could be a way for you to post a real “Audio Logo” on your web site.