Best Blog Posts of 2011 - AccuConference Edition Maranda Gibson

Since 2012 is just around the corner I thought I would take a look to see the most popular posts on the AccuConference blog in 2011. These gems always bear another looking at and stay close in 2012 as we celebrate our 10 year anniversary. There will be lots of cool things happening around AccuConference so I hope you enjoy celebrating with us. Have a Happy New Year everyone and I hope 2012 brings you great things.

  1. Cell Phone Statistics - Looking for information about cell phone usage? We compiled much of the available data to show you the breakdown.
  2. Breaking Communication Boundaries - Is your company getting the most out of your conference call services? You'd be surprised at the statistics of companies who aren't.
  3. Cell Phone Safety - Companies are evaluating and changing their policies on cell phone use while driving company vehicles.
  4. In-N-Out Fort Worth - One of the most exciting things that happened this year was the opening of the In-N-Out burger in downtown Fort Worth. This was a process that was documented by our fearless leaders and their enthusiasm earned them a feature quote in the Fort Worth Star-Telegram.
  5. Types of Presentations - When asked to present on a conference, the first thing you have to decide is what kind of speech you're going to be making.

Honorable Mentions

8 Things I Learned From Subway Maranda Gibson

My first job was working at Subway Sandwiches in my small little town. Since the town was small, it meant that I didn't often get slammed by a rush of customers, but sometimes - a school bus would stop for sandwiches on their way home. I was sixteen years old, working until 10 PM on weekends, and I would have rather been uptown with the other kids my age. Eventually, my grades started to suffer so my parents told me that I had to quit - a decision I didn't mind.

I didn't realize it but working at Subway prepared me for any job I would have after it, including this one. Now that I'm older and more mature I look at teenagers who are working fast food and I just want to reach across the counter and tell (punch) them that they are missing a huge opportunity to learn about customer service. Working in fast food taught me eight things that every teenage employee needs to know and these are things I use every day.

  1. Smile - When I am on the phone with a customer they can tell if I am smiling or not. It's important that my tone is friendly and welcoming. There's no way you can hide if you're smiling or not when you're infront of the customer. Smiling at your customer is an important part of all customer service and helps the customer feel like you're glad they are there and chosing your company to so business with. It makes a huge difference to the entire transaction when you simply greet them with a smile.
  2. Acknowledge their presence - Even when you have a line out the door you still need to acknoweldge the presence of the people who are walking in. No, you don't have to call out across the resturaunt that you will be with them in just a moment - they can see that, but when they get up to the counter and are ready to order, simply thank them for waiting. They could have chosen to walk out the door and go down the street to your competition but they didn't.
  3. Put away your cell phone - When a customer is infront of you that customer should be the most important thing in your world. End of story.
  4. Take It Seriously - You are working in food service and, sure, a lot of people would look down their nose at you, but don't let that affect your work attitidue. You're handling food and have the potential to seriously affect someone's health - be sure you keep that in mind and wash your hands, follow cooking instructions, and don't do anything that's going to make me call the health inspector.
  5. Each Customer is a New One - I know that working in fast food might mean you deal with the overly angry customer who treats you like dirt simply because he or she can. That customer is a jerk and he shouldn't treat you like that just because he/she thinks that behavior is acceptable. We have all had bad customers or people that we couldn't communicate with but once they walk away you have to let it go, otherwise every customer will be that guy to you, and you're guranteed to have a horrible day.
  6. Respect the Order - If your company allows for special orders it is really unfair to your customer to roll your eyes when they try to place one. If I want a cheeseburger with extra cheese and no onions please don't make me feel like I've ruined your day by placing such an order.
  7. Keep Opinions About Your Job to Yourself - I know it's not where you see yourself working forever - but for now, it's the job you have and it only makes your customers uncomfortable to know that you dislike your job.
  8. Find Something You Like or Leave - When I worked at Subway, one of my favorite things was to chop tomatoes. It sounds silly, but there was something stress relieving about the giant tomato slicing machine. I looked forward to that time of day even as silly as it was. Find something you like to do and try to look forward to that.

Bonus Tip for the Customer - Sometimes, we make food service jobs very hard. If you walk into a resturuant and have to stand in a very long line to get your food, why are you so mean to the teenager behind the counter? Do you think they wanted to be short staffed today? I know it's easy to just assume that the business didn't properly staff the location but there's a good chance someone called out sick or there was a problem with a register before you got there. If it's noisy in the location and the cashier has to ask you to repeat yourself why do you get so upset about that?

When it comes to customer service, most people are generally understanding of issues that might arise and we try our best to be patient when we're hungry and cranky. One of the things that makes customers less cranky is having a kind, polite, and friendly person behind the counter to speak with.

Effective Conference Calls Maranda Gibson

Lets face it - if you're not having effective conference calls in your business you're probably not getting things done. With the decline of travel and the rise of the telecommuter, hosting conference calls are the best way to stay in touch with employees and customers to keep them updated on changes or notifications about a project. However, there is a resistance to conference calls that can easily be overcome by following a few simple rules. These are the things we have seen working for our clients and wanted to share them with you if you struggle with attendance or effectiveness with your conferences.

  • Start on Time - The most effective way to derail your entire conference call is by not starting it on time because it takes advantage of the time of the others that joined the call. You don't want to waste the time of employees, co-workers, and even customers who have taken time out of their daily work activities to join your conference. A few minutes here and there shouldn't be a problem but when you keep people waiting for ten or fifteen minutes, it bothers them and they are less likely to pay attention once the conference gets started.
  • Ask Questions & Get Feedback - Once you say something like and if there are any questions we'll handle those after the call you're giving permission to the attendees to give the conference less than their full attention. As long as they can follow up after to get clarification they will feel like they can multitask through the conference. Prompt for feedback throughout the call and ask specific open ended questions to specific people. There is a big difference between Is everyone okay with our new projections? and Dan, can you tell me what changes we can expect to see?
  • If You Hand Out Information Before Don't Read Directly From It - Anything you give out prior to the conference call should be a guide and not a copy of your speech. Once participants realize that they have a script in front of them, they will go back to doing something else and will half listen to the brilliant things you have to say.
  • Show Participants Respect - If you're asking them to refrain from checking email, taking a nap, or playing Angry Birds, you should be willing to do the same. Turn off your own email and give the conference call your full attention by chiming in, giving feedback, and asking questions to help further the collaborative spirit of the conference call.
  • End on Time - You have to give out a time to be sure that participants block out the right amount to join the conference but there is an idea of well, you're all here so we might as well discuss... and it shouldn't be like that. The truth is that when you give out a specific ending time, people will make plans for immediately following the conference call. End at the time you sent out or kindly notfiy participants on the invitation to schedule a little padding into their day, as the conference might run over.

Sadly, the truth is that there is little that can be done to solve the meetings suck feelings that tend to swarm around conference calls, but what you do have the power to control is how well you respect the time of your participants. Once you carry on a few effective conference calls, people will feel less trepidation about joining your conferences, because they know you're going to do what you promised. What are your rules for hosting effective conference calls?

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