Category Archive: Communication

Shows about the topic of communication

Jul 24 2013

It Pays to Ask the Right Questions

pjlogo2I’m in a band with my husband and three friends. We’re a newer band but we’ve grown into serious musicians with a high level of work ethic. We started playing outside the garage sixteen months ago.

We’ve learned a lot in the last year — things like working as a team, building a following (because most bars aren’t really hiring a band; they are hiring a crowd), and choosing the right songs. Playing out has given us great insights. Our band’s brand and playlist are well-defined and we like each other. No unnecessary drama; just rock and roll.

A Band is Like a Typical Business

You know how it is. When your business is new, you are just dying to get a customer — any customer. You take anything that remotely fits just to get some revenue coming in. And truthfully in the beginning, you don’t really have a good idea of who the best type of customer for you is. It’s a learning process. It takes time to gain that gut instinct that tells you “This is the right one” or “Run!”

Our band is finally starting to really connect with our gut instinct. We’ve filled our calendar with appearances at any place that would give us a chance. We’ve played a good number of venues and events. With just six weekends left to book for this year, we can start to be choosy.

Aha!

One of the most important lessons that gelled for me this last weekend was one I learned many years ago in my business: it pays to ask the right questions.

Here’s what drove the lesson home for me. We returned to play at a bar this last weekend that was one of our first gigs. It was a tough experience the first time, mostly because we were new to everything: the setup of the venue, most of our songs, the need to make sure you get paid before you walk out at the end of the night, and bar manager expectations.

The bar manager voiced her disappointment that we didn’t have many of our own following at that first gig. Remember that I said a bar isn’t hiring a band, they are hiring a following. Since that is important to have a following, we waited for a year to go back.

The thing to remember about a following is that there are different reasons people come out to see your band. Some wait for an appearance at a venue close to them. Some won’t go to a smoky bar. Some have prior commitments on the nights you play. Some only come to an early show. . This isn’t something you have to worry about when you play a private party.

I haven’t figured out what that ideal follower number is where we can schedule a show and count on thirty or more people to come to our show just to see us. I’m sure there is a tipping point too where suddenly you start racking up the followers. I’m looking forward to that day for sure.

Since we are still building that coveted following, we’ve worked to put more money on a bar owner’s bottom line in other ways. These are especially beneficial for a bar that has an established customer base:

  • Making sure the servers are well-tipped
  • Letting customers know about upcoming bands and events
  • Keeping customers in the bar longer and talking about specials, thus increasing bar sales
  • Putting on a great show with short breaks so people stay in the bar longer.

Fast Forward a Year

The bar manager has hired us back. We are booked for two dates but she tells us that we better have a following if we’re going to get the second date. Last weekend was the first date.

We did a great show. We were prepared. We promoted the show heavily to our following. We had a successful setup. We had great comments and interaction from the customers. The customers stayed for two or more sets. We reminded customers about upcoming bands and events at the bar. The servers had a stellar night for tips too. Most of those results usually mean more bottom line revenue, but I don’t know those final numbers.

I checked in with the bar manager later in the evening to see how she thought things were going. She wanted to know where our following was. Didn’t we have one? She could only see four people who were not her regular customers. I knew we had a few more people say they were coming who didn’t. That was typical. And frankly, I expected her to have a few more customers of her own too.

I’ve had a lot of tough experiences
because I didn’t ask the right questions.
I’ve also felt some temporary angst
when I turned something away,
especially at a time when
I really needed the work.

After I asked some questions, I realized that her only success objective was whether new customers came into her bar. She measured nothing else. She expected us to bring in enough new people to clear our fee in $5 cover charges because her regulars weren’t enough to do that. Needless to say, we didn’t meet her expectations.

We regard our relationships with our bar managers as a mutually beneficial business arrangement. I’ve done a good job of asking questions about how things went at the end of the night. However, my husband handles most of our booking. He’s the initial point of contact for our venues and event planners. His questions involve fees, dates, and times.

He’s never asked about their objectives, but I bet he will from now on. We knew that she expected a following. If he had asked enough questions, we would have realized that she expected to pay our fee with the revenue from cover charges. We would have known that our typical five to ten followers were not going to make up for her lack of regular customers.

If we had asked what bands normally bring the most people, we would have realized that she has a far bigger regular crowd with a country band. We should have asked what she planned to do to promote our appearance. We would have discovered she wouldn’t do anything. With these important details, we could determine that we would fail to meet her objectives. In essence, we weren’t a fit for her establishment and should have turned down the invitation to play.

The last thing we want is an unhappy customer. We offered to release the next date with her so she can bring in another band whose following is likely to come to her bar. She accepted our offer. There’s a month so hopefully we fill our open date with a bar that is a better fit. She has a good chance at finding another band. We’ve already turned down several offers for that weekend in past months because we were booked. Unfortunately, there are far more great bands than bars here. I’m not certain that we’ll fill the date unless another band cancels at a venue we normally play.

Questions Should Help You Determine if This is the Right Relationship

My business is ten years old this month. I learned to ask the right questions in the first few years. The answers I received when I asked the right questions told me about client objectives and whether I could meet them. I learned what I needed to make on a job to pay the bills and make it worth my time. I also learned how to change unrealistic expectations if possible. If not, I learned how to decline politely or refer them to someone who was a better fit.

I’ve had a lot of tough experiences because I didn’t ask the right questions. I’ve also had some temporary angst when I turned something away, especially at a time when I really needed the work. But time after time, customers either came back with realistic expectations or I was approached by a suitable customer that I could serve well. Lesson learned then. Lesson learned now with the band.

About Carrie

carrie-perrien-smith-12

Carrie Perrien Smith MBA is a training, communication, and publishing industry veteran. Since running screaming from her corporate training and communications career over eleven years ago, she’s not only become a speaker but runs a professional speaker bureau and a publishing company that primarily serves the needs of speakers who write and writers who speak. She is also the host of Business: Engaged! radio show for business owners on Blogtalkradio. Her most recent book is called Currency: Striking Networking Gold in a Relationship Economy. If her free time, she is a community activist, home improvement junkie, and singer in a party band called Paper Jam. You can learn more about Carrie and her company, Soar with Eagles at www.soarhigher.com.

Permanent link to this article: http://businessengaged.com/it-pays-to-ask-the-right-questions/

Mar 21 2013

Attracting and Engaging Prospects Using Great Content

Follow-Me_10V3290-400x300

We have more tools than ever to attract and engage potential customers. Business: Engaged! host Carrie Perrien Smith gives you strategies for using these new tools to build a database of prospects and produce enticing, informative content about your business.

We have more tools than ever to attract and engage potential customers. But these new tools require you to produce enticing and informative content about your business.

In this episode of Business: Engaged!, I’ll give you methods for attracting your target customer to your website and building your prospect database. You’ll get ideas for great articles and social media updates that engage customers. And don’t worry if you aren’t a writer; you’ll get some tips for creating different types of content and finding writing help.

jack-pate-vine-graphicWe also talk with Jack Pate, Manager of Social and Digital Media for Tyson Foods. We’ll talk about Vine, the new video application that is Twitter’s new companion. Plus he’ll share wisdom he’s gained over his years of experience in online marketing. You can follow Jack on Twitter at @arkansas.

And last week, I talked about my new book project. I’ll share my process for writing the book and give you updates on my progress over the coming weeks. Perhaps it will inspire you to write your own book. This week, I talk about determining my target reader/buyer and brainstorming the topics I’ll cover in the book.

I talk about the Federal Trade Commission’s CAN SPAM Act. Click here to watch the video on the FTC website and learn more so you can do the right thing.

 

Episode airs Saturday, March 23 at 8:00 a.m. CST.

Click on the player below to listen to this episode.*

Click here to listen to other episodes of Business: Engaged!

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Listen to internet radio with Business Engaged on BlogTalkRadio

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

 

Episode 42

Permanent link to this article: http://businessengaged.com/attracting-and-engaging-prospects-using-great-content/

Mar 12 2013

Creating Fans of Your Brand

ted-rubin

Learn how to create a lasting and profitable connection with your customers and prospects using today’s social media tools. Host Carrie Perrien Smith welcomes Ted Rubin, co-author of Return on Relationship to Business: Engaged!

How is your relationship with your customers and prospects? Do you know what they are saying about you? Do today’s digital media users find you easy to connect with? Is your investment in your company’s social media really paying off?

After this episode of Business: Engaged!, you’ll never look at your company’s social media presence the same again. We are talking with Ted Rubin, co-author of Return on Relationship and Chief Social Media Officer for Collective Bias, a social shopper media company.

Ted is going to share what he’s learned working in the field of social media marketing. Most important, he is sharing the principles you need to know to connect to your customers in a meaningful way and create fans for your company’s brand. In his industry, they are called brand evangelists and advocates. And you’ll also learn more about brand influencers and ambassadors.

Click here to learn more about Ted Rubin. You can also follow him on Twitter at @tedrubin. In fact, you can find him on all the major social media sites.

Click here to see what the buzz is all about with Ted’s new book Return on Relationship

Click here to learn more about Collective Bias.

I also found some precious planning time this week and I’m going to share how I approached that an announce my new book writing project.

Episode airs Friday, March 15 at 9:30 a.m. CST.

Click on the player below to listen to this episode.*

Click here to listen to other episodes of Business: Engaged!

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Listen to internet radio with Business Engaged on BlogTalkRadio

your-partner-in-success-radioI’m also doing a radio show interview on Your Partner in Success Radio with Denise Griffitts on March 15 at 11:00 am CST. We’ll be talking about creating a brand. Click here to listen to the show’s episode anytime.

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Episode 41

Permanent link to this article: http://businessengaged.com/creating-fans-of-your-brand/

Jan 28 2013

Handling Unhappy Customers

willie-johnson

Every company has an occasional unhappy customer. Performance and training consultant Willie Johnson joins host Carrie Perrien Smith on Business: Engaged! to talk about handling unhappy customers so the company can recover the relationship.

Every company has to deal with an unhappy customer from time to time. Sometimes it is because of a mistake and product problem. Other times, there is a disconnect between customer expectations and the company’s promise. But how the company handles that unhappy customer determines whether the company preserves the customer relationship.

In this episode of Business: Engaged!, we talk with performance and training consultant Willie Johnson about handling unhappy customers. He’ll share ideas for preserving and recovering that customer relationship.

Click here to learn more about Willie Johnson.

And in the product and service spotlight, we feature Tiburon Financial. They are a third-party medical billing and debt collection agency. We talk about what you need to know about handling the clients that owe you money.

You can sign up to receive our e-mail newsletter Business: Engaged! Direct so you’ll be the first to know when we post a new show. Visit our website at www.businessengaged.com to listen to past episodes. And don’t forget to connect with us on Twitter at @businessengaged and Facebook (just search for “Business Engaged”). We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers. Click here for the list of past shows.

Episode airs Thursday, January 31 at 10:00 a.m. CST. Click here to listen to this episode.*

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Episode 36

Permanent link to this article: http://businessengaged.com/handling-unhappy-customers/

Jan 10 2013

Creating Stronger Teams

scott-huse

Strong, productive teams are diverse. Management consultant Scott Huse joins host Carrie Perrien Smith on Business: Engaged! to talk about understanding and utilizing each team member’s personality, skills, and talents to bring out the best in them.

We want the best people we can get on our teams. But even the best people in the wrong roles can’t do their best work for the organization. It all comes down to understanding and utilizing people’s personalities, skills, and talents. And the best teams make sure they have a variety of people on that team.

On this episode of Business: Engaged!, we talk with management consultant Scott Huse about how leaders can utilize those differences to create a stronger team.
In the product and service spotlight, we feature Jeremy Turley of The Payroll Company. He’ll talk about the benefits of outsourcing payroll and how inexpensive it can be.

And I’ll talk about your work neighborhood — the other owners and managers in the commercial district where your business operates. It’s a prime networking and peer relationship opportunity that most of us probably leave on the table.

Episode airs Friday, January 11 at 10:00 a.m. CST. Click here to listen to this episode.*

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE its Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

* If the show stops while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

 Episode 34

Permanent link to this article: http://businessengaged.com/creating-stronger-teams/

Sep 10 2012

Marketing Moxie for Small Business Owners

jackie-wolven

On this episode of Business: Engaged!, Jackie Wolven explains when and how to use social media tools as well as the tried and true marketing tools like newspaper and yellow pages advertising.

It seems like almost every problem with a small business owner’s bottom line can be tied to the ability to market the company’s products and services. But how do we choose which tools to use? The Internet has brought us so many new marketing tools. Instead of empowering and equipping us, we often find ourselves paralyzed when we try to make a decision, or worse, spending too much on marketing.

On this episode of Business: Engaged!, Jackie Wolven of Moxie, a marketing and public relations company joins us. We talk over when and how to use social media tools like Facebook and Pinterest, as well as text message marketing and Groupon. She even talks about the tried and true marketing tools like newspaper, yellow pages advertising, and sponsorships. Her business is also proof that you can run a worldwide business from a small tourist town in the Ozark Mountains.

You can visit Jackie’s website at www.moxieworks.net to learn more about her company and the clients she serves.

Check in also for the sixth update on my city council campaign in Rogers, Arkansas. This week’s update is about equipping our network connections with the information they need to tell people in their network about you. To keep up with my campaign, you can visit my blog at www.carrie4rogers.com.

Click here to listen to this episode.

You can sign up to receive our e-mail newsletter Business: Engaged! Direct so you’ll be the first to know when we post a new show. Click here to our list of past episodes. And don’t forget to connect with us on Twitter at @businessengaged and Facebook (just search for “Business Engaged”). We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

Permanent link to this article: http://businessengaged.com/marketing-moxie-for-small-business-owner/

Jul 30 2012

Using Meaningful Conversation to Get What You Want, Need, and Deserve

Carrie Perrien Smith

Carrie Perrien Smith, author of Currency: Striking Networking Gold in a Relationship Economy gives techniques for communicating effectively on this episode of Business: Engaged! When you relate to others the right way, you can get what you want, need, and deserve.

We talk about the importance of getting face-to-face and engaging in two-way, one-on-one conversations with the people in our life. I throw down the 2-10 Challenge — engage in two 10-minute meaningful conversations each day to change your life. It’ll provide the fuel for your road to success.

Wondering what you’ll talk about during those conversations? Wonder no more. I give you five questions that can work in almost any conversation. And when you ask those questions, you’ll get valuable feedback. We discuss how to get the most out of it.

I’m running for city council in Rogers, Arkansas, where I live. Who knew that I would find my role as candidate to be such fertile ground for learning important business principles? There are so many key lessons as I travel this path for the next three months to Election Day. I just have to share the experience. So check in for my first campaign update and visit my campaign blog at www.carrie4rogers.com.

Cover of Currency: Striking Networking Gold in a Relaionship Economy

Click here to listen to this episode.

You can sign up to receive our e-mail newsletter Business: Engaged! Direct so you’ll be the first to know when we post a new show. Click here to our list of past episodes. And don’t forget to connect with us on Twitter at @businessengaged and Facebook (just search for “Business Engaged”). We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

Permanent link to this article: http://businessengaged.com/meaningful-conversation-get-what-you-want-need-and-deserve/

Jun 11 2012

Addressing Employee Performance Issues

kelly-riggs

One of our biggest management challenges: Why won’t they do what I ask? Kelly Riggs of Vmax Performance Group joins Business: Engaged! host Carrie Perrien Smith. He’ll explain how to set performance expectations and address issues related to poor performance.

If she should know better, why is she not doing what you want her to do? One of the biggest management challenges is motivating and leading employees to do what we want them to do. The key to addressing performance issues with employees is communicating clear expectations.In this episode of Business: Engaged!, Kelly Riggs of Vmax Performance Group talks about importance of creating a culture of performance in an organization. He provides four steps to setting performance expectations and addressing issues related to poor performance. His one-on-one meeting process sets the stage for success and creates a culture of open communication.

Kelly is a management and sales consultant. He is also the author of 1-on-1 Management™: What Every Great Manager Knows That You Don’t. You can follow Kelly Riggs on Twitter at @KellyRiggs and learn more about Kelly and his work with organizations at www.vmaxpg.com.

Episode airs on Monday, July 1, 2013 at 9:00 a.m. CST.

Click on the player below to listen to this episode.*

Click here to listen to other episodes of Business: Engaged!

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Listen to internet radio with Business Engaged on BlogTalkRadio

This is an encore presentation of Episode 8.
The episode aired originally June 11, 2012.

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

Episode 8

Permanent link to this article: http://businessengaged.com/addressing-employee-performance-issues/

May 07 2012

Mining for Networking Gold

Cover of Currency: Striking Networking Gold in a Relaionship Economy

The book to buy if you want more clients, bigger paydays, and sweeter success.

Lifelong business relationships don’t happen with just one encounter. They are forged over a series of meaningful conversations. Networking is a great tool for prospecting but the real gold is found in networking conversations.

Carrie Perrien Smith wrote a book on the topic: Currency: Striking Networking Gold in a Relationship Economy. In this show, she shares secrets to successful networking: leading conversation, crafting a 60-second commercial, strategically building your network, finding the right places to network, and making a confident first impression.

Episode airs on Tuesday, April 30, 2013 at 2:00 p.m. CST.

Click on the player below to listen to this episode.*

Click here to listen to other episodes of Business: Engaged!

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Listen to internet radio with Business Engaged on BlogTalkRadio

This is an encore presentation of Episode 3.
The episode aired originally May 7, 2012.

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

 

Episode 3

Permanent link to this article: http://businessengaged.com/mining-for-networking-gold/

Apr 30 2012

The Power of Conversation

Willie Johnson

Willie Johnson, the Ambassador of Potentiality, talks about mastering the art of conversation in this week’s show.

Only 7% of our message is communicated through words. In a digital world that is dominated by text-only communication, it’s time to re-engage face to face. That one-on-one conversation is where relationships are forged and we get the total communication picture.

We welcome performance and training consultant Willie Johnson, the “Ambassador of Potentiality,” to the show. We’ll talk about communicating, asking questions, listening, and understanding the differences of others on teams. Mastering the art of conversation is the secret to more sales and better personal and professional relationships.

Willie Johnson, the Ambassador of Potentiality, talks about mastering the art of conversation in this week’s show.

Episode airs on Thursday, April 18, 2013 at 4:00 p.m. CST.

Click on the player below to listen to this episode.*

Click here to listen to other episodes of Business: Engaged!

* If the show stops playing while you are listening, consider clicking on the Play in Your Default Player link under the audio window.

Listen to internet radio with Business Engaged on BlogTalkRadio

This is an encore presentation of Episode 2.
The episode aired originally April 30, 2012.

Click here to check out past episodes. You can follow the show on Twitter at @businessengaged too. Be sure to LIKE our Facebook page so you’ll find out when the next show airs. Click here to go there. We love it when you tell others about the show so take a minute and post this link for your Facebook friends or Twitter followers.

 

Episode 2

Permanent link to this article: http://businessengaged.com/the-power-of-conversation/

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