Archive for April, 2012

Seth Godin on “Telephone Strategy”

Seth Godin recently wrote a great article about how we don’t need a telephone strategy, so much as a people strategy.

I couldn’t agree more.

The channel of telephone communication is often blamed for poor customer service. But really it’s the lack of thinking about the Caller Experience that creates the frustrating interaction.

Whether you need to answer your phones with a live person, or use a well-designed Auto-Attendant has to be based on your People Strategy.

What is your story? Do you have something people are interested in?

Then decide the best way to communicate that story to them.

Because whether it’s through email, social media, a phone call, or someone walking into your business, how you tell your story is more important than the channel.

How are you telling your story?

Hold the Cheese!

Once upon a time, 6 or 7 years ago, a friend of mine planted a thought in my head.

We were driving a golf cart around some property he had recently purchased in the hill country outside Austin, Texas.

“You should write a book” he said.

“A book? What would I write about?” I replied.

“Write what you know. People are interested in what you have to say about subjects you are passionate about. Just write what’s in your head!” he answered.

That idea bombed around in my head for the next several years, but I just couldn’t seem to find the time to sit down and write a book.

Then I had the opportunity to be at Michael Drew’s workshop called Bookpublishing 2.0. I felt like I was the only one in the room who wasn’t planning on writing a book!

But through that workshop, I was shown a method for writing that opened my eyes to a vision of writing the book that was in me.

But I still wasn’t a “writer”, was I? Next I met Stephen Palmer, who showed me that we are all artists, we just need to learn how to stop stuffing the inner artist into a dark corner.

After a year of intensely working on bringing this book to life, I’m proud to say that it’s available today!

Thanks to everyone who had a part in making this happen! I’ve learned some great stuff, met some terrific people, and had some wonderful experiences along the way. Arooo! Aroo-Aroo!