Archive | June, 2016

Sharing the Challenge Means Sharing the Victory: The Two-Way Street of Team Leadership

28 Jun

Cynthia R. Gauthier

Customer Support Manager

& Marketing Coordinator


Pinnacle Printing & Promotions

21421 Hilltop #12

Southfield, MI 48033

P 248-353-2266

F 248-353-2327

cynthia

www.pinnacle-printing.com

From: info@pinnacle-printing.com [mailto:info@pinnacle-printing.com]
Sent: Tuesday, June 28, 2016 10:28 AM
Subject: Sharing the Challenge Means Sharing the Victory: The Two-Way Street of Team Leadership

Many people work their entire lives to achieve a leadership role within an organization. They’ve put in their time, tirelessly working their way up through the ranks and then, it finally happens: they’re trusted enough to be given the responsibility of bringing a team together for the benefit of a business’s long-term goals. And yet, unfortunately, far too many people tend to veer off course with this almost immediately by assuming that respect is a given (which we’ve talked in detail about before), and by looking at "the team" as one thing and the "team leader" as something separate. They’re not separate, and they never were. The sooner this is understood, the sooner you’ll be generating the types of results you were after.

There IS an "I" in Team – It’s Just Silent

An old saying has told us for years that "there is no ‘I’ in ‘team’", meaning that in order to become a successful, respected leader, you have to put aside your own needs and look at yourself as just one part of a larger whole. While this is certainly true, from the perspective of a leader there actually IS a pretty important "I" in team. It’s just that most people use it incorrectly.

As a leader, you don’t lead by delegating authority or even by simply demanding excellence from those around you. You lead by example. You always have (whether you realize it or not) and you always will. You set the tone for everything that happens. Think about it – if you like to joke around throughout the work day, your team members will probably joke around a bit, too. If you like to keep things a bit more on the serious side, the mood of your team members will reflect that.

This is a clear-cut example of the two-way street of team leadership, and it is one you NEED to know how to use to your advantage. Never, under any circumstances, should you ask something of your employees that you would be unwilling to do yourself. Don’t say to your new graphic designer, Timothy, "Hey, we’re a bit behind on this upcoming project and I need you to come in on the weekend." Instead, say, "Hey, so that we can get caught up, I’m going to be coming in on the weekend and I would really appreciate it if you could find the time to as well." This goes above and beyond just showing your team members that they’re appreciated. It lets them know that you’re not JUST the team leader, you’re a part of the team as well. Of course, you might not always be able to come in on the weekend yourself, but showing your willingness is more of the idea here.

Pay attention to the way this idea plays out in visual cues, as well. If you want your employees to dress more professionally in the office, don’t call them together and reprimand them for their current appearance while you’re wearing beach shorts and flip-flops. Doing so will end in slowly chipping away at that high-functioning team you worked so hard to build in the first place. If you show up every day at the office dressed in a suit and tie, just watch how your employees will rise to meet your dress code.

A Team Shares EVERYTHING

This idea also plays out in how you celebrate your accomplishments or lack thereof. By making yourself a more ingrained part of the team and sharing the challenges, it means that you truly get to share in the victories as well. Remember – you don’t work in a vacuum. When a project finishes successfully, people may want to give you the credit because "you told the right people to do the right things." You didn’t. Never forget that you’re just one small part of a larger whole. If you were willing to share the challenges, you have to share the victories as well – this means that any success is the TEAM’S success, not yours.

In the end, the phrase "team leader" is actually something of a misnomer. People tend to think of it as immediately positive – you’re in a position of authority and that is something to be celebrated. While this may be true, it’s also something that can be far too easily abused – even unintentionally – if you’re not careful. If a chain (or team) is only as strong as its weakest link, you need to understand that the weakest link will ALWAYS be the team leader by default. Your number one priority is making sure that the entire team is moving forward through the way you treat your team members, the way you behave, and the way you show them that you’re all in this together.

Handling Negative Online Reviews Like a Pro

24 Jun

From: info@pinnacle-printing.com [mailto:info@pinnacle-printing.com]
Sent: Friday, June 24, 2016 1:23 PM
Subject: Handling Negative Online Reviews Like a Pro

Online reviews can make or break a business. More and more often, customers are turning to sites like Yelp, Google, and Facebook to get an unbiased view of every business they use.

Negative reviews are pretty much inevitable, regardless of how hard you try. Your responses, or lack thereof, can also have a dramatic effect on how people view your company’s credibility and dedication to customer service. Here are a few tips to handle negative online reviews like a pro.

First and foremost it is important to have a consistent approach to handling both positive and negative feedback.

Meet Kelly…
Kelly owns a local hair salon and uses many types of online profiles to represent her business. Since public comments can’t be deleted, Kelly has developed a solid approach to protecting her business’ online reputation.

Set Up Alerts

The first line of defense for Kelly’s online business reputation is daily alerts. Setting up alerts through Google, Facebook, and Twitter lets Kelly know when someone has mentioned her business. She gets these alerts sent to her inbox daily.

Comment Always

Kelly’s policy is to comment on as many pieces of feedback as possible. She leverages the personal touch by interacting with her customers in a timely manner to all forms of feedback. She’s also turned her responses into an art form.

Positive Feedback

Kelly always responds to positive feedback. It doesn’t have to be the great American novel, but Kelly makes sure it’s genuine and has a personal feel to it. Observe the magic:

3/24/2015: Jen, this is one of the sweetest, most thorough reviews I have seen. Thank you so much for your kind words about the salon and our wonderful nail artist, Nickie!

Negative Feedback

Kelly always acknowledges the client’s concerns and states in the public reply that she will contact the person to follow up and resolve the issue. If she doesn’t have the client’s contact information, she invites the person who posted to contact her directly.

At this stage, Kelly understands the importance of not engaging in justification, excuse making, claims of innocence, or outright denial. Here is an example of what NOT to do…

Michelle,
I am really surprised by some of the comments in your review. You were 15 minutes late for the appointment. The stylist you were booked with had already packed up to leave and you were marked in our books as a no show (15 minutes late for a 45-minute appointment is pretty late). I tried to convince the stylist to stay and see you because it was Valentine’s Day and I didn’t want you to go away disappointed. She needed to get to her other job but agreed to do the blowout even if it meant being late for work. I asked you if you minded skipping the complimentary hand massage that we usually do with our blowouts since you were late and she needed to get to her second job. I’m sorry if that made your experience less pleasant. However, she did stay late and do an amazing blowout for you.

What a complete turnoff! If you want to try and win her back and impress others? Try this instead:

Hi Jonathan,
Thank you for taking the time to submit a review. We are sincerely sorry that your experience was less than satisfactory on this visit. We would be grateful for the opportunity to make this situation right for you. Please feel free to contact me at XXX-XXX-XXXX and I will assist in reconciling this issue. A private message has also been sent. Again, many thanks for the feedback – it only helps us serve you better!

The Clock is Ticking

Kelly promptly follows up on her commitment to reach out. The best person for this job is the business owner or general manager – someone with the clout and authority to fix the issue in one phone call or email. She and her manager put on their best customer service hats and really listen to the client’s concern.

Follow-Up on the Follow-Up

Once the issue is resolved, and only if it was a positive result, Kelly asks the client to follow up on the posting and comment that the issue was resolved. This can be the most impactful. Kelly always goes back to the original posting personally to briefly talk about how the resolution went down.

The key to success lies in being genuine, working proactively, and embracing the age-old philosophy, "The customer is always right!" even if you aren’t in agreement.

Not All Mailing Lists Are Created Equal – Maximizing Your Return With Mailing List Savvy

24 Jun

It’s ironic, really. The lists that we struggle to be removed from are also the same lists our companies strive to obtain. The truth is, for many businesses, targeted mailing lists are the bread and butter of their marketing efforts. Being able to create niche-marketing materials and then putting those materials into the right hands is essential to a company’s survival.

Not all mailing lists are created equal, though. Understanding the different types of mailing lists is critical in maximizing the return on your investment of content and quality marketing materials.

Consumer Mailing List

Consumer mailing lists are comprehensive lists of people associated with their demographic, economic, and psychographic information. The consumer mailing list helps your business target individuals with very specific profiles for maximum return on investment. Typically, you can choose to filter these types of lists by the following data:

– Gender
– Age
– Ethnicity
– Marital Status
– Estimated Household Income
– Children Present
– Home Value
– Single or multiple family homes
– Hobbies and Interests

Consumer mailing lists are more expensive than say, a neighborhood mailing list, but your ability to filter out non-ideal recipients can make your investment worthwhile, especially for high-quality mailings such as multi-page letters, brochures, or large, high-quality postcards.

Neighborhood Mailing List

Neighborhood mailing lists are by far the most cost-effective list you can get. Many local businesses will target specific neighborhoods within a particular zip code or geographic location that falls within a specific radius of their business location.

This type of list is effective for obtaining new clients, particularly if your business wants a broad reach without regard to specific demographic or psychographic categories. Deliverables commonly associated with this type of mailing list include coupons, smaller postcards, and tri-fold 20# paper-stock brochures.

Business Mailing List

Business mailing lists are the "Holy Grail" for B2B companies, enabling them to maximize new targeted opportunities. This list type includes data pertaining to:

– Business Type
– Number of Employees
– Annual Sales
– Credit Rating
– Geographic Location
– Executive Names
– Phone Numbers
– Years in Business
– Owner Gender
– Public vs. Private

By targeting specific business data points, your company can identify and market directly to your ideal clients. You can also use the data points to differentiate the type or content of your marketing materials. For example, if you are a woman-owned business wanting to connect with other women-owned businesses, this type of list can help you do that, while still allowing you to send similar content to non-women-owned businesses with a different slant.

Specialty Mailing List

Specialty mailing lists are, just like they sound, lists of people filtered by special categories that you determine. Common types of specialty mailing lists include:

– New Parents
– New Movers
– New Homeowners
– Homeowners
– High-income Homeowners
– Renters
– Investors
– Health Conscious
– Green Consumers
– Sports Enthusiasts
– Voters (by political party)
– Seniors
– Consumers by Hobby

The list goes on. Essentially, if you can think of a niche that you want to market to, you’ve got yourself a specialty mailing list.

Truly understanding the individuals and businesses that your product or service is ideal for is the key to success. Combining a highly targeted mailing list with marketing materials that speak directly to the people or businesses on your list will boost your chances of making that next sale.

As a Leader, Helping Your Employees Grow is One of Your Most Important Jobs

24 Jun

As a leader within your organization, it’s understandable to feel like the list of things you have to look over gets longer and longer all the time. While you’re being pulled in so many different directions, it can be easy to forget about one of your most important jobs of all: doing everything in your power to make sure that your employees are getting better and stronger with each passing day. Make no mistake: this is absolutely something you’ll want to spend time thinking about every day for a number of compelling reasons.

Helping Your Employees, One Step at a Time

One of the most important ways that you can help your employees grow is by encouraging them to take an active role in their own professional development. One of the major reasons that you became the leader you are today is because you were not content to "spin your wheels" as far as your career was concerned. Help your employees understand that the status quo is never something they should be satisfied with and provide them with guidance in the form of mentorship opportunities along the way.

Another one of the most important ways that you can help your employees grow involves showing that you trust them by constantly pushing them outside of their comfort zones. One of the ways that we get better in our professional lives involves stepping outside the box we normally live in and doing something that makes us fear what might happen. By constantly challenging your employees, you not only help them move forward – you help show how valuable they are to both you and your organization by establishing a bond of trust that is very difficult to break.

An Investment in Your Employees is an Investment in Your Future

Another reason why helping your employees grow is one of your most important jobs has to do with the positive effect it can have on your company as a whole. Think about things from a hiring perspective – you aren’t just looking for someone to fulfill certain job duties. Anybody can do that. You’re looking for someone who can regularly surprise you and exceed your expectations on a daily basis. If you’re having a hard time finding or attracting these candidates in the interviewing process, the next best thing is to essentially build them yourself by investing in their development over time.

This not only presents you with a workforce capable of doing higher quality work on a daily basis, but it also helps cement your business’s reputation in your industry and with your own clients as an entity that can be trusted and relied on. Yes, it’s true that this will also make your employees more marketable. But with benefits like these, this is one risk that you should be more than willing to take.

At the end of the day, outward success in the world of business begins from within. By looking at your employees as what they are – a solid foundation from which to build the business you’ve always dreamed of – you can then begin strengthening that foundation brick by brick through employee growth and development initiatives. Not only will your employees themselves thank you, but your clients and ultimately your bottom line will thank you, as well.

Why Continuing Education is the Key to Career Advancement in More Ways Than One

23 Jun

When many people reach a career milestone – be it getting a job with that great new company or even starting their own business – they often leave the concept of education behind. After all, they’ve already had a huge amount of schooling up to this point and they’ve succeeded in accomplishing what they set out to, so it probably isn’t even necessary anymore, right?

Wrong.

Career advancement is a journey that never ends and continuing education is one of the single, best ways to make this road the easiest one of you’ve ever traveled.

The Key to the Future Rests in the Present

Even if you’re completely satisfied with your current position and can’t imagine ever wanting to go someplace else, continuing education is still valuable for a number of different reasons. Think about your long-term career goals. Where do you see yourself in a year? In five years? In ten? Even though you’re satisfied today, there will still likely come a day where you begin looking for a change or what a little something "extra" out of your current situation. Continuing education not only makes it easier to ask for a raise within your current position, but it also makes you more attractive if the time comes where a management position opens up within your business that you might want to pursue.

Many experts agree that when hiring managers start to look at internal candidates for a new position, they actually grade on a tougher scale than if they were looking to fill a position from outside the company. At this point, a simple history of "hard work" and "dedication" isn’t necessarily going to cut it – their expectations are higher than that. They KNOW you’re a hard worker – it’s why you still have a job. A history of regular, continuing education says that you’ve taken your dedication to a new level and that you’re not only ready for new responsibilities, but you have the ethic and the skills to back up that claim.

It’s All About Perspective

The late, great comedian Garry Shandling was a firm believer in the idea that the minute you stop working to improve yourself either personally or professionally, it’s all over. He was the type of person who believed that his work was never done. There was ALWAYS something he could learn and ALWAYS some way he could improve the quality of the product he was putting out into the world. He deeply stood by these ideals, even though by any objective standard he perfected not only the sitcom but also the comedy television format with his HBO series (and he had the dozens of Emmy nominations to back that up). Yet still, it wasn’t enough.

Just like Shandling, the moment you feel you’ve learned it all and the moment you feel like you’ve reached the point where you can’t get better, you’ve lost a game that you never really understood in the first place.

This simple idea is perhaps the most important reason why continuing education is the key to career advancement, regardless of the type of industry you’re working in. It forces you to think about ways that you could be doing better and about the shortcomings in your daily life that you need to address. It keeps you moving forward, but it keeps you grounded at the same time. Continuing education doesn’t just make you a better employee on paper because you get to add a new certification or qualification to your resume – it makes you a better person, period.

The Power of Leadership: Bringing Out the Best From Introverted Employees

23 Jun

As a business leader, one of the core requirements of your job is to make sure that you’re bringing out the absolute best in your team at all times. Every employee working under you not only needs to excel on their own terms but must also be contributing towards the larger whole at the same time. Having quiet, introverted employees can certainly make this difficult, but therein lies the challenge. If you want to use your leadership skills to bring out the best from your introverted employees, you’ll certainly want to keep a few key things in mind.

Work on Your Pace

One of the biggest mistakes you can make in terms of dealing with introverted employees is trying to force them to adapt to the way you like to work. Introverted employees typically don’t like fast-paced, high-stress situations. They need time to think, to plan, and to ultimately prepare for the task ahead. Part of the way you can help bring out the best in these employees involves embracing this idea wherever possible.

Say you’ve got a big meeting coming up and you know that an introverted employee will need to contribute as much as possible. Instead of springing this on them at the last minute, let them know as soon as possible. Give them time to get their thoughts straight and make sure you give them a clear, actionable agenda to work from. If you allow them to build up to the meeting, you’ll find that they’ll be much more engaged than you probably thought they would.

Acknowledge Accomplishments

One of the most important things to keep in mind about introverted employees is that they will rarely, if ever, take outward pride in their own accomplishments. They typically don’t like attention, even if it’s positive, which means that a lot of the hard work they’ve been doing will likely go unnoticed. As a result, it becomes your job to take pride in those accomplishments for them. If an introverted employee absolutely nails a project, make sure everyone on the team knows it. Make the announcement on their behalf, allowing them to feel great while embracing their personality at the same time. Just make sure you spread the love – all team member accomplishments should be acknowledged equally, both for introverts, extroverts, and everyone in between.

Use Technology to Your Advantage

Another factor to consider about introverted employees ultimately comes down to communication. An introvert doesn’t necessarily like to keep in constant contact either in person or by phone, but luckily, technology has made it easier than ever to adapt to this idea. Utilize virtual communication for projects when possible, either via text messages to your team or instant messaging conversations, e-mail threads and more. This will allow your introverted employees to not only contribute to a larger project but to do so in an environment they feel the most comfortable in.

These are just a few of the ways you can bring out the best from your introverted employees all day, every day. Remember that just because someone is quiet and prefers to work in a solitary environment does NOT mean that they aren’t contributing. In the same way, a loud, boisterous attitude doesn’t make someone a good employee either. Your primary goal is to strike a balance. You need to provide ALL employees, regardless of their personality type, exactly what they need to thrive.

Succeed in Business Without Undue Stress: Lessons From a Sailor

23 Jun

Whether you’ve been in business for 40 years, or you are a startup waiting for the perfect time to enter the marketplace, you want to know how to succeed in the fast-paced world of capturing market share. Let’s see how your business can benefit from the lessons learned in the daily life of a salty sailor.

Sailors are known for their exciting tales of far-off worlds and adventure beyond a landlubber’s imagination. The trusted captain and crew have a few pointers to share for a successful voyage.

Know your vessel.

Is she seaworthy? Is she built and maintained by people who take pride in their work? What are her quirks? Not all vessels are the same by any means. Know what makes her unique and tend to those details. What is the greatest strength of your enterprise? What is your core competency, or what is the distinguishing feature of your product? Having a well-defined product or service and a good understanding of how it compares to similar items in the marketplace is crucial.

Choose a good crew.

Your crew will make or break the voyage, and as the captain, all the responsibility is resting on you. Is the "crew" of your "vessel" the best in the business, or did you hire your brother’s high school best friend out of some misplaced sense of obligation? You have to constantly assess the skill and knowledge of your crew. Do you have the right people stationed at the right post? Just as you wouldn’t put a deckhand in charge of navigation, you must insist on having all of your staff working in the areas of their expertise.

Know where you’re going.

As a sailor, you must always be aware of your latitude and longitude. You have to know where you are in order to chart a course to where you want to go. The tools available today are changing rapidly and technology is great, but do not lose sight of the basics: quality, consistency, value, and customer service. Knowing where you are in these key areas and how you stack up to the competition will allow you to get where you want to go, be it increased market share, growth, innovation, or profitability.

Sharpen your senses.

The wind will change direction and velocity and make your life terrible if you aren’t in tune with Mother Nature. The same goes for rain, thunderstorms, and squalls. Know what conditions are in the forecast, but always keep watch to discern subtle changes and patterns. Business journals and analysts are out there making predictions and it can be hard to figure out who has the best information. Sharpen your senses and your gut will guide you in the direction of success. Look at the forecast, but know that your gut is rarely wrong.

Know how to adjust your sails.

When the wind changes direction or a storm system builds, sailors understand that they’ll make no progress fighting the forces of nature. They know that by simply adjusting their sails, they can harness those forces, adjust their course, and continue on. They may even adjust their destination to make the most of the situation. Similarly, a leader of any enterprise must know how to adjust his plans to accommodate changes in the market. Market forces can be infinitely stronger than your iron will and can crush your business if you fight. If you accept the change and adjust your course, you may find yourself in a different place from where you intended to go, and it may be far better than you expected.

Whether you are a captain on the high seas or a captain of industry, you old salts have a lot in common. Next time you are in a pub near the marina, strike up a conversation with the weather-worn sailor in the corner. You just might learn something.