Archive for Communications Strategy
How Well Do You Communicate With Yourself?
Posted by: | CommentsThere is much talk and more written about effective business communication with your customers and prospects. But what about how you communicate with yourself?
I began to ponder this question as I sat waiting to be called for a panel on my first day of jury duty. The laptops thoughtfully provided for the jurors were hopelessly slow and outdated. So I had the choice of reading the newspaper, or a paperback or pondering the meaning of life. Finally, time to THINK!
After some thought, I began a conversation with myself about how to move forward with my redesigned blog, the steps I should be taking in new business development and how I should be balancing my personal and work lives, etc. etc. Wow. That’s a lot of conversation.
As I pondered how I should be communicating my ideas to myself, I realized I had several options:
- Free Association. Just let the ideas rip. I guess nowadays that would be known as mind mapping, should I choose to write down the ideas. But doesn’t this slow down the flow of ideas to myself?
- Make a list. If all else fails, make yet another list to myself. Hey, Jeannette, what are your top three priorities for the next week, month, year? Go ahead, write them down. Wait a minute. Didn’t I just write a list, ummm, last month? Wonder where it is.
- Communicate through a friend. Yes! I’ll call Janet or Andrea and discuss possible courses of action and then ask them to feed back to me, through their lenses, what my priorities should be. This is a roundabout way to communicate with myself, but it takes a lot of responsibility off my shoulders. It’s also called avoidance.
- Say and do nothing. Now we’re getting to the heart of the dilemma that I think afflicts a lot of people. It’s easier to ignore this essential inner conversation and just keep trying stuff to see what sticks. No thinking needed for that.
What I’ve noticed in the complex world of the blogosphere is that my conversations with myself are shorter and less reflective. Got to keep checking email every two minutes. Need to get another blog written. And don’t forget a quick look at Twitter and Facebook.
No time to communicate with myself. Too busy for meaningful conversation that would replace a lot of wasted time on the web.
Nelson Mandela, The Great Communicator
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I just returned from seeing the excellent film, “Invictus,” starring Morgan Freeman as Nelson Mandela, shortly after he was elected president of South Africa in the mid-1990s. What I didn’t remember, or possibly ever know, is that Nelson Mandela is one of the most powerful communicators ever to lead a nation. He succeeded in communicating to whites that they were essential to his vision of a united nation.
After his election, he sought rapprochement with white Afrikaners, not revenge. He didn’t clear out white staffers and the security detail in the President’s office; rather he offered whites the opportunity to stay, if they wished. When he pushed the national rugby team to improve so that South Africa could win the Rugby World Cup, he retained the hated name and colors of the team. His black staff members were furious because the team symbolized years of white oppression.
President Mandela understood that whites were essential to the economy and the path to a multi-racial democracy. He recognized the urgent need to avoid another war of the races. His actions in keeping white staffers and supporting the mostly white rugby team were more powerful in communicating to whites than any words could possibly be.
In the age of text messaging, the Kindle and email, it is important to understand that words are only one of three communications channels. Photos and actions speak more powerfully than words. Nelson Mandela reached out to whites and they got the message.
Thank You Notes Are Not Only a Courtesy, They Can Lead to New Business
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Andrea Nierenberg
One of the easiest and most effective ways to stay in touch is with the power of the personal note with a “thank you” to a business associate. In research I’ve conducted, I ask the question, “How many of you send out personal notes?” I also ask, “How many of you receive personal notes or cards from clients or business associates?” The response indicates that few people take this practice seriously. As a follow up, I ask, “Has anyone received notes of appreciation, and how does that make you feel?” I trust you know the answer to this last question.
Here are eight opportunities to send a “thank you,” and when and how to do it effectively:
1. When customers do business with you, every time. Write a short, personalized “thank you” on an interesting card, letterhead, or even a postcard that says, “I appreciate your business, thank you.” You can never say thank you to someone too many times. We all appreciate the fact that people go out of their way to make us feel important and recognized.
2. When they compliment you. When a client compliments you about something, it’s an opportunity to jot off a little note of thanks, saying, “Thank you for taking the time for making my day. I appreciate it.” Compliments are given so rarely, so take the lead to say thank you when you get one.
3. When clients offer comments or suggestions. It’s a wonderful gift when your clients give you a suggestion or comment on how you might do something better or different. They’re also giving you an incredible buying signal. They might really be saying, “If you make that change, your product or service will be more attractive to me.” Here’s how to start this type of note: “Thank you for your suggestion on how I can better serve you. I’m in business to do exactly that. And you make my job easier and so much more enjoyable when you provide input.”
4. When customers try something you recommended. When clients buy into something new, solely based on your suggestion, they’re going out of their “comfort zone”. They’re putting trust in you and your product. This calls for a special note that could read, “Thank you for your trust in me. I value your business.”
5. When customers recommend you. This is the best form of advertising you can ever get. It’s so easy to take the time and go back to our advocate, and say, “thank you for referring me to —–. I will keep you posted and informed on what develops. It means a great deal to me to know that you’re willing to recommend me. I appreciate it.” This type of “thank you” might include a small gift as well.
6. When customers are patient, or not so patient. Our clients help us when they give us time to learn how to best serve them. Often this requires their patience. On the other hand, they give us a “wake up call” when they ask us to hurry up. When this happens they might really be saying, “Hello, remember me? Keep me in mind, or I might get swept away by the competition.” In either case, pull out a note card again, and let them know how important they are to you. Perhaps say, “Thanks for keeping me on my toes. I appreciate how you help me keep your business.”
7. When clients say “no” to you. You’ve just pitched an account and you didn’t get their business, this time. It’s still the opportunity to write a short note. Thank them for their time, their consideration and their honesty. Keep the door opened by being friendly and courteous. Research I conducted in the last three years shows that almost 20% of my business comes from prospects that said no the first time. People remembered the notes I sent and it made a difference. Such a difference that I got referrals, even from contacts that were not able to use my services themselves.
8. When customers make you smile. I have one client who e-mails me jokes all the time. Another one will call up and just give me some good news. Whatever it is, it makes me smile, and I want clients to know that they’ve made me feel good. I’ll send them an interesting note or card. This technique always gets noticed and remembered.
So, if you’re not using personal thank-you notes, you should start now and watch how they help your business grow.
Andrea Nierenberg is president of The Nierenberg Group , an international business consulting firm specializing in customized training, workshops and keynote addresses that equip executives with the tools they need to “Find, Grow & Keep”® the clients that are key to their success and to be more effective business communicators.
I just returned from a joyous concert by the U.S. Army’s “Pershing” Band, as it is known, that was in town for its annual concert at Lincoln Center’s Avery Fisher Hall. As I sat there with friends tapping my feet and applauding every brassy patriotic song, I thought what a great lesson I was learning about communications. And that’s this: when you communicate with joy, you turn an audience into your biggest fans.
And there was no doubt the musicians were having as much fun as the audience. At the end, the Band played the anthem for each of the service branches and one by one young and grizzled veterans stood proudly while the audience cheered wildly.
I thought: let’s pretend the bandleader is a company CEO. He’s leading his musicians with infectious joy. Wow, it’s great to work for this company. Is there any employee who won’t want to follow? How about making it a point to write to employees whenever there is some good news to report – big or small. Don’t let every communiqué be about the next layoff or we’ve all got to tighten our belts again. Your employees know that things may be rough in the company, unless they’ve got their heads in the sand, which is doubtful.
This is the truth: bad news spreads via the grapevine faster than good news. Fire just one person and before you know it the grapevine has translated that to more layoffs. So, if you’re the CEO, make sure you feed the grapevine and your normal communications channels with all the good news you can. It will make you feel better and your employees will become your loyal fans.
