Work Better, Not Harder

The best boss I ever had told me I was a crappy listener. Those weren't the exact words he used, but Carlos was always blunt and to-the-point during performance reviews. I was young and confident... and completely surprised to be told I had this failing. After surprise came denial, reluctant acceptance, and finally, a desire to learn to do better. Twenty-five years later, I recall that discussion with both chagrin and fondness. I'm still not a great listener but I'm a better listener than I was then. And I'll continue to improve. Now, as a small business owner, I'm so very fortunate to have a few strong people supporting me who have no fear of telling me when something is not so good. Feedback and advice are both important for doing good work and continuing to improve. Whether it's what we want to hear or not, honest, thoughtful feedback comes from people who truly care about our success. Whether you are a new business owner or an experienced pro, inve...

The words that make my heart sing are only sometimes the same words that make my potential clients' hearts sing. And I've learned that I can be quite wrong about what I think is the value I bring to each relationship. For instance, nagging can be a competitive advantage ... but I certainly never planned to be a nagger. Part of starting and growing any business is defining our 'value proposition'. Talk about trying to hit a moving target! The longer you're in business and developing your expertise, the more different types of value you'll have to draw on... and offer to others. A big inventory of value propositions! What little pieces of feedback (formal or subtle) do you receive every day that can help to shape a new value proposition based on people's needs... instead of what you think ? What problems do your customers and prospects wish you could solve for them? I'm going to start an inventory... will you join me in this experiment? My fir...

It's hard to believe it's been over 4 years since I took my mother to her first (and only) business networking event and wrote about it here . I'm a big fan of the "Mom test" for simplifying our small business marketing messages but I didn't fully appreciate it until yesterday morning. I was driving out Waverley Road taking the long, more scenic route to Bedford with my mom in the passenger seat. Because she's my biggest fan, I was telling her about some of the exciting new things going on with my business. Oh, she was making all the right noises and nodding, as moms will, but that's when it hit me - she really had no clue as to what I was talking about, much less about why it's interesting and valuable work. I thought I passed the Mom test years ago when I explained I do newsletters and websites and generally help small business owners implement their marketing plans. She could, and does, tell people that. But since she's never used ...

Have you ever fallen into the trap of making a change because of one single piece of feedback? It's happened to me and I've seen it happen to others. Don't change your brand's font (or anything else) because one person doesn't like it. One person's preferences will never represent a significant sample of your target market. We want feedback, we ask for feedback, and when we get it, we feel we have to act on it. Not so. Instead, we need to think about it, give it careful consideration, and get more feedback from our target market - because it's their opinion that matters when it comes to our marketing. originally published in Work Better, Not Harder newsletter November 30, 2017 Click to Tweet this Article

An interactive newsletter will provoke responses from your readers. Aside from calls to action related to a sales process, interactivity is also good because it makes you more memorable . #1. Conduct a poll . Use an app (like SurveyMonkey) that allows you to show results after someone takes the poll. Keep it to one question . Publish the results in your next issue. #2. Include a special offer only for those who make it to the very bottom of your newsletter. Tell readers how to contact you to take advantage of the offer. #3. Link to a video . This can even be cleverly disguised as a screenshot of the video inserted into your newsletter. #4. Link to a free resource or some other type of giveaway. Upload the file to your website or Dropbox first, then use that link in your newsletter. #5. If your newsletter article is also on your blog, link to it and ask people to leave comments there. #6. Use click-to-tweet and other social media sharing options. Encourage readers to...

You really want to know what your clients think about your business. And getting suggestions and feedback from your subscribers would be a bonus. An electronic survey seems like the perfect solution. The reality is that only some of your close friends and fans will complete a survey because there is something in it for them (helping you). But you likely already know what they think. What's in it for everyone else? Stop and answer that question before you go any further. Ask for only what you absolutely need . The inclination will be to ask a lot of questions. But the more questions you ask, the less likely someone will be to complete your survey. For each question, think about what you will do with the result. If there is no action you will take, don't ask the question. To help whittle down your questions, consider what you would be comfortable asking if you were to do the survey by phone with your best customer. Offer an incentive. Expect to pay to get ...

One question I get asked a lot is, “When is the best time to send my newsletter?” If the person asking has an hour or so, we might chat about how it can depend on a lot of things about their business, strategy and target market. Then I might tell them about the overall industry statistics . But really, do you pick Tuesday because it’s half a percent better than Monday? That will only make a difference if you have thousands of subscribers. Consider your own email habits. How do you vet that backlog of emails you find on Monday morning? Keep in mind that, if you aren't part of your target market, your habits will vary from your subscribers’ habits. Don't project your own judgments onto your readership. Ideally, you want your newsletter to arrive when your subscriber is using their email. And when they read is often dictated by where they read - at home, at work, or out and about. So, the answer is simple: figure out when your subscribers are using their email and s...

In the normal course of my day, I am constantly looking businesses up online. If I am going to talk to you, meet with you, consider buying your product or using your services, I've looked you up online. Increasingly, I am finding content that I am certain you do not want representing you. Maybe you think you do not need an online presence. Maybe you have an old website that you think is working to the extent you need it to. And maybe you are wrong. Think of all the reasons you Google a business: looking for a product or service looking for a location looking for directions or a map looking for a policy preparing for a meeting If you are using an online search to find what you are looking for, it stands to reason that others are as well. Many, many others. What do you want them to find when they look? We've said it before and it is worth repeating. Google your business at least quarterly. Set your website as your browser's default home page so you are seei...

As a teenager, I can remember resolving not to nag my kids like I felt my mother did to me. Now, I’m pretty sure my stepson would say I’m a master at it. Funny how that happens. Recently, I was reminding a client to send me the article for her newsletter. A few minutes later, I received an article titled “Nagging, Tracking, Monitoring and Control” . Once I stopped laughing, it got me thinking about the conversations I've had with other clients. One had said that she likes that we never back off from a deadline. Others have said they appreciate the accountability that our reminder process provides. It seems that one of my professional success factors is, in fact, nagging. Our website says nothing about nagging. I never mention it when I’m talking to potential new clients; I’m quick to dazzle them with our expertise and to reassure them about our quality assurance process . It turns out that nagging is really what many of our clients want and need. Mom will be proud to find o...