Managing our online reputation – a personal view

This is a popular subject for bloggers, and we know that our online reputation is important, but somehow human nature seems to mean that many of us are as casual about it as with our offline reputation.

Most of us away from our computers do not say unpleasant things about others and whilst there is always gossip and tittle-tattle, by the time it is passed on, if it is, it is often taken with a pinch of salt. The recipient of the information often clouds the issue in their mind by thinking about the teller’s motives for passing on the information and anyway much of what is said soon fades in the memory. Gossip and even things we have witnessed are forgotten in time and in the light of later events.

However, our online behaviour is there for all to see. Everything we say may be taken down and used in evidence against us. Of course we manage our professional websites, but our blogs and other web material can be seen by anyone at any time. A comment I make to someone on Twitter about our weekend plans is in my Google Alerts, sometimes within a couple of hours, so quite apart from giving information to my followers, anyone can find out anything I have divulged at any time. I cannot retract remarks I have made on Twitter, and if I delete anything from my blog, it could still be seen through Google cache for sometime to come, and anyway it might have been re-blogged or copied somewhere else.

At this point one might say that “what you see is what you should get” but really we do not want to reveal all our foibles even through Facebook, because if we are careless, we could give away a lot of information people do not need to have. We could even become victims of identity fraud or simple impersonation, further damaging our reputations. Whilst we may want to be as open with our friends as we would in an off-line environment we do not know who is watching with evil intent, or who might simple misconstrue a remark taken out of context.

When I am going to meet anyone new in a business context, including a new client, I do a web search. I am sure most other people do too. That is not to pry, but often because we need to make our new acquaintances feel we are interested and to be prepared for our meeting and for what issues might be raised. It is simple due diligence, but who knows what impression an ill thought-out remark might give in the wrong virtual ears or hands?

I try to show enough of my personality online to give readers an idea of my interests, of what I do for a living and for recreation and of course family. Those readers need something to which to relate, so I have pretty much stopped the boring stuff like Twitter advertising, or promoting myself directly through my blogs. Of course many may still think I am boring. Someone more or less told me so before “un-following” me on Twitter. However, I think I would rather be boring than have every cuss word I might have thought broadcast on Twitter, or every detail of our family life known to the world.

What is your approach? I would love to hear your views.

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Why you should define your offering as a freelancer or consultant

In these challenging times with regard to the state of the economy there are a lot more people without full-time employment who find themselves looking for freelance work and who are seeking to offer one form or another of business consultancy. In my world I meet quite a lot of such people, many of whom are new to the fold of the independent worker, having run a business or been in a settled job for many years.

One of the expressions I do not want to hear when a freelancer introduces himself or herself is “I am a generalist”. Why? Because it is important to take into account what the singular or multiple audience hears, and what they hear is “I am not really good at any one thing”. The corollary of “Jack or Jill of all trades” is “Master of none”.

If someone has been the owner of a business or a senior director or partner or whatever, that person tends to think they know all about business because they think they have seen and done everything. That may be true in terms of having a grasp of a business, but it really will not impress a potential buyer of services, who wants to hear what the freelance consultant can do to satisfy their immediate business need.

Everyone is good at something and can offer a special knowledge. If you have been an owner of a business or an employee, that business specialised in something, whether it was engineering, manufacturing, food processing, importing toys, plastic moulding or accountancy. There must be an area the freelancer is most comfortable in. That is going to be the way to get in to sign a decent contract to help. Once in, you can offer your other skills on the back of your perceived competence in what you have achieved so far. However it is important to get in, so do not ever call yourself a generalist, and concentrate on what makes you happiest and is most financially rewarding.

© Jon Stow 2010

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Why we need to take an outside view in business

I am in a reflective mood. I am coming to the end of an engagement helping a client; an engagement which should not be ending. This is not just because obviously an income stream will stop; I have other clients. It is that there is so much more I could do for them which they just cannot see, being such an introspective inward-looking business.

I started with this client when their firm was experiencing extreme pain due to loss of (mainly) staff but also internal disputes. My few months there have alleviated the pain and now they feel much better. However, they do not seem to realise that so far we have just dealt with the symptom and we need to cure the illness so that we do not have another bout of sickness in six or nine months time. Treatment would not be difficult if they allowed me to help. I could cut my time with them by 50 to 75%. It would not be a costly experience for the client and my work would pay for itself many times over.

I have the advantage of being an outsider able to look at the whole business rather than being an inside navel-gazer, not able to look very far, and certainly not able to look even at what competitors are doing. I can see a lot more; I have the perspective of distance and height to see the whole picture, and I wish I could persuade them as to what they need to do. I do not need to do it for them; they need a corporate exercise regime, which is why I would only need to see them occasionally in the role of a “personal trainer”; just a visit to keep them on track.

All this has made me think that I too need an outside perspective on my own business. Maybe I cannot see my wood for the trees. In the next month or so I will be having a check up from a outsider on all my marketing and probably on the whole way I approach my business.

What will you be doing that is different to help your business be better, and do you agree that asking a suitable outsider to look at your business may be what you need?

© Jon Stow 2010

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More imagination in customer service

Having been frustrated with the lack of interest in new business exhibited by local event venues and hotels, I have to be fair and mention that one of them telephoned back after a week to say that they could meet my proposal for the amount per head for each of my breakfast group, but they would need to charge an extra amount (actually quite a lot) for our use of a room at their establishment. Quite why they thought this would be satisfactory when clearly I was looking for a particular budget, which they disregarded in adding the room cost, I just don’t know. It is not as though their room would normally be in use between seven and nine in the morning, and since my business group is not in the habit of trashing every room in which we have a meeting, I doubt whether there would be a significant cost even for cleaning beyond a brief run round with the vacuum cleaner.

Presumably they wanted the business; why come back with this when basically I had given them a take-it-or-leave-it proposal with a known outcome and no real downside when they would have had staff in anyway to prepare breakfast for hotel residents? There is a distinct lack of business nous frankly. Obviously I declined their offer.

I was feeling a bit disappointed, but driving back from a meeting on Thursday I heard an ad on the local radio station for a restaurant I had not considered; I had not been aware they were open except in the evenings; apparently they are under new management. The commercial said they served breakfast, lunch and dinner, and hosted events. Naturally when I got back to the office I gave them a call. The duty manager seemed very business-like, she thought they could accommodate the group and was happy on my price proposal, subject to the approval of the owner, which she got. As they do not normally open for breakfast until nine, they are going to get their chef in early or the owner might be in the kitchen, but we are giving it a trial on both sides.

It is refreshing to get a great attitude from someone prepared to give a try to something new in the way of business. Maybe they will decide breakfast events are not for them, but they have an open mind. That is how we in business should approach 2010 and in particular business in a downturn: with an open mind. Otherwise we will assume doors are closed which many just be open a little and only need a push from us. At least, that’s what I think. How about you?

© Jon Stow 2010

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Why customer service is important even to those who are not customers yet

I am feeling a bit let down by the local commercial hospitality providers. I run a breakfast group which meets weekly at a hotel. Before our Christmas break I was careful to make sure we would have our normal booking on the first Tuesday morning in January. It was all carefully written down in the book. Imagine my surprise when we turned up before 7AM on a very cold morning this last week to find the hotel shut up and completely locked up. Not only was it an extreme inconvenience for the group having got up so early on a very chilly morning to no avail, but I felt very embarrassed. Despite the fact I had a booking and had confirmed it, it would only be natural for one or two to think that it was all my fault for not checking. Actually, I like to think that the members would be more understanding than that, but as the group director and organiser I felt responsible.

Eventually and getting on for lunchtime, someone finally answered the hotel telephone and told me they were closed for the week for refurbishment. It is a pity no one told me when I made what I thought was a booking, and it is a pity too that no one realised the error and telephoned me. I had assumed on the morning of the big lock-out and freeze-out that the hotel had gone out of business, which they will if they carry on treating their customers like this. All-in-all it was pretty poor customer service.

Being rather fed up and indeed before I had found out the truth about the hotel’s failure to welcome us last week, I telephoned two other local venues to see whether they could accommodate our weekly meetings and to quote a price for breakfast and use of one of their meeting rooms. I stressed this would be regular income every week. Both said that their manager / event organiser would be in touch. Guess what? Neither has.

I can understand that in both cases the venues might have thought it would not be profitable to accommodate us, or that they simply did not have the room or the staff available or whatever. That would be fair enough. However, not to return the calls and respond to my enquiries was very short-sighted. Since I do from their point of view organise local networking, I might still have considered them in the future if this time they had politely declined the business for a reason. Why would they want to give the wrong impression by being so rude as to not call me to explain? Do they not want to attract new business? Suppose I wanted to organise an event at some other time of the day, or for a much larger gathering than the breakfast club, which by the way has a healthy membership for groups of its type?

Our current provider failed badly on the issue of customer service. The two venues given the opportunity to quote also treated their potential customers very badly and pretty much ensured they would not be given the chance to bid for my business in the future.

Have you had similar experiences? How did you feel about it?

© Jon Stow 2010

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Why quality is important – lessons from BMW and Waitrose

I had a strange dream last night. I had been asked to work at a trade exhibition selling BMW cars. Quite why I am not sure as I am no salesman, but I was asked how I would approach this task, to which I responded that all cars have a wheel more or less at each corner and for the most part were a simple mode of transport. So I said I would concentrate on the enjoyment and wonderful experience of driving a BMW, and of course their reliability, making them better cars and better performers than the rest. That of course is the BMW approach to marketing, and whilst I do not have one of their cars, clearly my subconscious as been imbued with their philosophy.

Some people I know, both clients and family, have been let down recently by people they trusted, and in all cases this has been because they were engaging amateurs and people not up to the task. I have mentioned previously that it is no good employing anyone to provide services to your business who is not a full time professional in their area. Part-timers and co-opted amateurs will not be up to the job and indeed it is not fair to ask them to do it in the first place, because it will all end in tears; ours and those who have failed us, and there will be bad blood.

What I have been thinking about is that we need to engage trusted and recommended people to support our businesses, and we need to be the best in our field at what we do. We need to be different from the rest, to have something special as far as our prospects are concerned so that they want to be our clients. We need to be the Waitrose experience, top quality products and services for which we can charge a decent amount and have our clients or customers and clients come back to us again and again. Jim Connolly would explain it better actually, so why not ask him?

In this difficult market it has been hard to avoid grabbing at every piece of business even where the reward is not great. I have done my best in the last couple of years because it is no good working hard without proper profit. I already provide a quality service. I am going to try even harder to live up to the philosophy of providing perceived quality in the coming years. What about you? What do you think?

© Jon Stow 2009

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False economies and part-timers

Following on from my last piece, at Christmas those with jobs may well be off work for a week or so, and students are home for the holidays. They may have some time on their hands and be thinking about earning extra money, which is when some of us might be tempted to ask them to help with a project, thinking that they will charge less than if we hired a full time professional. Oh the temptation to think we could gain whilst at the same time helping someone with a little pocket money!

Of course I am not against a bit of charity, but what happens when our part-time bookkeeper goes back to work in January having left a job half done with a well-intended promise to find a few evenings to finish off? What about our student web-designer or graphic artist disappearing for ten weeks or so back to college or Uni with real study to do plus the social distractions of student life? Will our project get finished and will it be satisfactory?

Let employees at a loose end help out with something which doesn’t need them to finish it, and give the kids pocket money, but employ a full time business with recommendations and a track record for anything important to your business.

One of my friends once recommended a young student to design a logo for me. He didn’t have a clue and could not come up with a design that was even web-friendly, let alone good for a corporate image. I wasted my money. Do you have any tales to tell, or have you been too sensible or lucky enough to learn from the mistakes of others, rather than your own?

© Jon Stow 2009

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Practicing what we preach – seeing value over cost

When we are selling our product or service, what many of us aim to do is to persuade our customer or client of the value of our offering. That way we get a proper reward, and of course we have to live up to our promises in delivering the quality to fulfill our customers’ expectations. I work hard to maintain the quality of the service I provide and to ensure that my clients have peace of mind, because as someone effectively offering business support services in tax compliance and other areas, peace of mind is what I am selling. My clients are then able to concentrate on their core businesses whilst knowing that most of the red tape compliance is being taken care of.

This is all well and good, but sometimes in business we are guilty of not seeing the value of the products and services for which we ourselves are customers. I see people including some of my own clients finding value in one service but penny-pinching over another. We may think that we know what we are doing, but I have resolved to find help in marketing through my websites in the New Year. I am a specialist in one area and pretty nifty in at least one other but I have to admit that I do not know all the tricks of internet marketing whereas someone else will. For that reason, this very blog may look a little different in a month or so, though I will still be writing it of course.

It is no good being a cheapskate as a purchaser of goods or services. Generally, a better product or service makes life easier all round, so do not skimp on buying in website design or bookkeeping or whatever it is you need. Check the track record of anyone you engage, look at their work or get a decent reliable reference for any contractor whose services you buy in. Quality will cost money but should deliver greater value and help you make a lot more money. Unfortunately it really is true that if you pay peanuts you get monkeys. What you don’t get is satisfaction in delivery and you may be no better off and end up having to spend a lot more to have things put right.

© Jon Stow 2009

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How the other half lives – an observation in management

After a long break I now find myself travelling to London quite often, and of course it is most convenient to take the train. In a former life I used to commute daily. It is now hard to understand how I ever did it, and it is not just the uncertainty and unreliability of the train service.

The trouble is the people; not all of them of course but just the large antisocial element. Some have bags they lay on other people’s feet rather than putting them on the rack or asking someone else to, others push past, talk loudly on their phones or text constantly..beep beep beep. I guess it is the aggression pheromones discovered in fruit flies which is the cause of this behaviour, and of course relates to survival in a crowded environment.

Given this trait which in the past I have seen transferred into working environments, it seems a recipe for disaster in getting the best out of our staff. One can quite understand how having fought through the melee of public transport, it is difficult to switch off inconsiderate attitudes. It is possible to get people to be more relaxed though, and that is by being friendly with our co-workers. When I first became responsible for staff, I found it easier to be quite laid back and not to pressure people. That way I gained respect and a willingness to deliver amongst my group, but I cannot say it was particularly thought through. I had not then discovered Dale Carnegie.

Do the crowds and general rush make it harder to maintain a good atmosphere and working environment in larger towns and cities? It may be so, but I suspect that if bosses and managers took a step back and thought of their employees as people with needs, feelings and sensitivities, those workers would see their employers as human beings too. Everyone would then get on better and I suspect more work would be done and all would receive greater rewards, both monetarily and in happiness. I do recommend everyone should read Dale Carnegie if they haven’t already.

© Jon Stow 2009

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Quasi prospects, time-wasters and an experiment in human nature

This piece could have been in either of two blogs but I put it in my Taxing Times thread. Please feel free to visit!

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