Treat Every Person as a Customer.

I drove my 12-year old stepdaughter to the mall. She wanted to buy something with her money she had saved. We went to the store of her choice and a staff member said “hello” to me (I’m not their customer, my daughter is). A few minutes later another staff member asked if they could help me find something (again, I’m not the customer). On three different occasions I was addressed, but not once did they approach or engage my daughter, their customer, while we were in their store.

It was disappointing. She was the person who picked the store, had the money, and was going to make the purchase. I was nothing but the chauffeur on this shopping adventure. In all honesty I really just wanted to go stand out in the common area of the mall because loud music and perfume was making me feel light headed.

I think this company missed the boat. Thankfully it didn’t bother my daughter that she was not approached or asked if she’d like help. She was just excited to be shopping with her own money and no one (that would be me) telling her she couldn’t buy whatever it is she wanted.

Don’t get me wrong, the store had good customer service, because they wouldn’t leave me alone and worked hard to build something with me. I’m assuming because they thought I was the person with the pocketbook. But it bothered me that the store didn’t take this opportunity to build a relationship (a connection to their brand) to this young shopper that will be their customer for the next few years. This company, like others I’m sure, had an opportunity to build customer loyalty by embracing every person who walks in their location and not just the parents. Employees shouldn’t make judgement calls on who they think is going to pay for the goods until they step up to the counter, because you may be wrong. On this shopping trip the company was wrong.

I know my daughter will be back at the store with money received from relatives over the holidays, and I hope next time the experience is different for her and this retail outlet.

Social Media Guidelines for see Jane (t) work

If you are going to have your company talking in the online environment, you need to set guidelines for your employees and contract writers involved in the process. This is our current guideline. We review and update this document every two or three months (as changes to new online media change or become available).

http://www.janetjerde.com/new-media-1

Update Your Employee Manual with a Social Media Policy.

As companies enter into the social media arena for business purpose and employees (both the happy and disgruntled) are online too talking about your company it’s time to dust off your company’s employee manual and make some updates (I can hear the HR department sighing right about now). Social media networks and the blogging and video world have become the fastest growing means communications that could help and harm your company.

You need a social media policy (and if you haven’t done it yet, you need an Internet and Email policy too). These guidelines will help your company make appropriate decisions about your work-related social media efforts. It will help you determine the contents of your blogs, personal web sites, postings on wiki and other interactive sites, postings on video or picture sharing sites, or in the comments that you make online on blogs, elsewhere on the public Internet, and in responding to comments from customers who post on your blog either publicly or via email.

Here are some simple rules I used to establish my policy: 1) determine your position in the social media world and your views for monitoring; 2) Clarify ownership of content; 3) Go back to your employee manual and anything that is proprietary or confidential should remain so online; 4) Determine who manages the social media efforts and those within your company are involved; 5) Establish guidelines for employee participation’; 6) Establish process for monitoring (free or paid services).

Regardless if you are a small or large company, establishing a set policy for social media as soon as possible and communicating this policy throughout your organization (which I highly recommend you review every 6 month and update accordingly)is critical to your company, your employees, your products, and your customers.

Next blog: Examples of social media policies.

Make the Most of Each Situation

I get daily reminders from a sales website – called justsell.com. I love this site. Every day I get a quote. Normally I read them and move on with my day (I’m sure not what Just Sell is seeking, but I’m being honest). Today for some reason the quote hit home. So, I thought I’d share: ”The first rule is, to keep an untroubled spirit. The second is to look things in the face and know them for what they are.” Marcus Aurelius (121–180)  Roman emperor and philosopher

Today, whatever you take on do so with an open heart. Be happy and do good. You will make a difference for those you work with and for.

Make Good Use of Your Email Signature

I send out hundreds of emails every day and receive just as many. With every message there is an opportunity to tell your story. Underneath your signature you should include your social media outlets – your LinkedIn address, blog, and twitter. If people want to know more, it’s just a click away.

It’s simple to do. Add it today.