Mark Salinas – Insight and Action

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Archive for the ‘leadership’ Category

Chris Brogan’s Best Advice About Personal Branding

Posted by Mark Salinas on September 26, 2008

One of my favorite sites to visit is Chris Brogan’s. He has an unbelievable amount of insight, I learn something new each day. Today I am going to share some of his knowledge on personal Branding.

  1. 100 Personal Branding Tactics Using Social Media
  2. The Real Power of Personal Branding
  3. Develop a Strong Personal Brand Online (part 1)
  4. Develop a Strong Personal Brand Online (part 2)
  5. Strip Malls for Personal Brands
  6. Passion Drives Personal Brand
  7. Elements of a Personal Brand
  8. Personal Branding and Social Media
  9. Quick Branding Tips for Individuals
  10. 10 Ways to Make Your Next Conference Better

Chris Brogan can also be found on Twitter @chrisbrogan

Thanks Chris for allowing us to steal your knowledge!

Please feel free to visit my other site Mark Salinas, Healthy Living Today

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Six Behaviors That Cause Problems With Customers

Posted by Mark Salinas on September 5, 2008

6 common mistakes well-intentioned people make when it comes to dealing with unsatisfied customers. See tips on what NOT to do so that you’re well positioned to completely regain the trust of unhappy customers after any service issue.

1. Telling the customer he or she is wrong. NEVER tell a customer they are wrong. The customer will want to argue with you. If you know your customer is incorrect, it’s better to start off saying something like, “I thought the manual/contract read otherwise, but let’s take look.”

2. Arguing with a customer. You cannot win an argument with a customer. You can prove your point and even have the last word. You may be right, but as far as changing your customer’s mind is concerned, you will probably be just as futile as if you were wrong. Your goal in complaint situations is to retain the customer…you do NOT need to be right. Think carefully about the response you want to give and ask yourself, “Is my reaction one that will relieve the problem, or will it just relieve frustration? Will my reaction drive my customer further away? What price will I pay if “I” win the argument?” The only way to get the best of an argument is to avoid it.

3. Don’t tell a customer to calm down. Certainly, there are times when a calm disposition would make every one’s life easier, but telling your customer to calm down is rarely effective. Like you, your customers don’t like to be told what to do. Try this approach instead: “Clearly you’re upset and I want you to know that getting to the bottom of this is just as important to me as it is to you.”

4. Failing to apologize to customers in the wake of problems. One of the easiest and quickest ways to diffuse anger, create rapport, and regain goodwill with unhappy customers is to apologize. Offering an apology to a customer who experiences a problem should be a natural response from customer service providers. Yet, recent research reveals the startling fact that 50% of customers who voice a complaint say they never received an apology.

Not only does an apology give “soft benefits” such as creating calm, shaving minutes off of talk time, less stress on the employee, etc., it can also translate into significant and measurable savings in reduced lawsuits, settlement costs, and defense costs.

An apology does not have to be an admission of fault. It can be offered to express regret. For example, “I’m so sorry for any inconvenience this misunderstanding has caused you.”

5. Escalating voice. Avoid the temptation to yell just because your customer is yelling. You don’t want to get caught up in their drama. Instead, remain centered and calm, relying on your ability to communicate with diplomacy and professionalism.

6. Proclaiming to the customer: “This is all I can do.” You are there to help. Give your customer options and look for every way you can help.

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Avoid Legal Issues

Posted by Mark Salinas on August 22, 2008

Legal issues are something that most of us want to avoid of course unless your an attorney.

Some basic tips for anybody that owns their own business or is involved in a leadership role:

Arm yourself with basic knowledge of business law so that you’re alert to your company’s obligations and rights.

Practice prevention. Have your attorney review contracts and agreements before they’re signed.

Get your attorney’s opinions on documents you have drafted—such as employee policies—before you put them in place. You want to make sure they meet the requirements of the law.

Familiarize yourself with trademark and patent laws so that you don’t violate them. Learn how to apply for a trademark or copyright should you need to do so.

Understand the law as it pertains to your organizational structure. Your legal obligations as a C corporation, for example, will differ from those as a sole proprietor.

Some very basic tips, but the more you know the more prepared you are.

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How to Cultivate Employee “Ownership”

Posted by Mark Salinas on July 14, 2008

Some basic tips that could assist in your employees taking ownership their daily duties.
1.Include your employees in long- and short-term planning efforts.

2.Ask for input/feedback on their projects consistently.

3.Include them on top-level discussions, conferences and meetings when appropriate.

4.Allow them to byline the work they wrote or to speak at the presentation they helped prepare.

5.Help them to become more vested in the work by asking for their opinion. Ask what, if anything, should be done to make the next project easier.

An employee that takes ownership in their work will usually perform better and add to a positive environment.

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Renewing Yourself as a Leader

Posted by Mark Salinas on July 9, 2008

1.Take a time-out each day. Put a “Gone Thinking” sign on your door and don’t let anyone disturb you..

2.Pursue hobbies and interests outside your business. They’ll provide relaxation and may inspire creative ideas that you can feed back into the business.

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3.Take a vacation or a sabbatical. (But first, make sure you leave the company in good hands!)

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4.Spend time with your family. Kids provide a refreshing perspective.

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