AccuConferenceAccuConference

Jun
21
2011
Communication Pitfalls Maranda Gibson

I love to talk – and truthfully, sometimes I do it too much. It’s not that I can’t shut up it’s just that I love to be a part of conversations and I have a lot of opinions. Sometimes, it doesn’t always promote great communication between me and the people I am speaking with. I came across this really great set of tips of 10 mistakes we make in conversation and after reading through them, I feel pretty bad, because I’m guilty of all of these at one point or another. Truthfully, everyone is and we usually notice it at some point during the conversation. This is a really great compilation of the kinds of mistakes and communication pitfalls we can run into when we’re trying to talk to people, but what happens when you realize that you’re feet first into a conversation and you’ve been breaking all the rules?

When you feel the conversation breaking the rules, how can you refocus and gain control of yourself so that you can walk away feeling like everyone involved in the conversation was able to contribute instead of just listening to you? Here are three tips to correcting the mistakes you might be committing in polite conversation.

Let’s take the having to be right mistake that a lot of us make. We can easily mistake discussion for debate and feel like we have to win a conversation in order to sound convicted in our principals. Instead of defending your own position, try to understand the other person. Ask open ended questions about why they feel the way they do – you’ll gain another person’s perspective, you’ll be sharing information, and you might learn something about the other person in the process.

Many of us are guilty of not listening when engaged with others. It’s not necessarily that we are actively disengaged; rather, it could be something as simple as the human brain is guilty of being distracted by our own silly train of thought or something shiny. There is never any guarantee that you won’t lose listening to the other party, but there are some things you can do to keep your focus, like always keeping eye contact with the other party. If you don’t look at the shiny stuff, you’re less likely to get distracted by the shiny stuff.

Who hasn’t been boring a time or two in conversation? I’m certain I’ve bored the pants off people and I freely admit it (ask my husband). It comes from the need to speak, to seem engaged in conversation that there can be no such thing as a comfortable silence and we must speak. So with this need, we speak about anything we can think of from our cats to the state of our shoes and frankly – that can be painfully boring for some. If you find yourself talking to someone who is obviously bored out of their mind (falling asleep while standing up is a good indication) do one simple thing: be quiet. Finish up your story in one sentence and then immediately move to the next subject. Here’s a thought: ask the other party a question that would encourage them to contribute.

The truth is that when it comes to communications, we all make mistakes. Everyone who is reading this has been guilty at one time or another of one of Henrik Edberg’s wonderful list of mistakes. The difference is that people who don’t recognize the signs of these mistakes being committed, they usually keep making more. What communication mistakes are you guilty of making and how have you corrected the behavior in the middle of the conversation to get things back on track?

Jun
14
2011
Internet Explorer Nine BETA & AccuConference Maranda Gibson

Just as a quick public service to all of our customers out there, we’ve been notified that some customers who are using IE 9 are having some trouble when trying to use our services. The problems stem from those who are still on the BETA version of IE 9. If you’re having problems with IE 9, you simply need to install the full version in order to be fully operational with our services. If you’re not sure how to find out if you’re on IE 9 BETA or the full, completed version, you can find that information under “About Internet Explorer”.

Jun
10
2011
Interning at AccuConference : Kaitlyn Maranda Gibson

Here is the second installment of our intern series, this time from Kaitlyn. The three of us take really great pictures too -- this was me sitting on our Yoga ball and falling. Laura saved my life. Thanks Laura!

My First Week at AccuConference

By:Kaitlyn

I felt like the phone interview was going well. I always love phone interviews. I was in my pj’s, I was sprawled out on my bed, and I was getting decent responses from my answers. No suits, no awkward longer-than-ten-seconds-straight eye contact, no sweaty handshakes; what could be better? And then I was blindsided. It hit me like a sack of bricks. The question you never want to hear in an interview, “So what is the other company you interviewed with that you’re waiting to hear back from?” Silence. I was definitely not prepared for that.

After I sputtered out the answer to the question, I sat there speechless. Without knowing what else to do, I chuckled nervously and referenced my still being new to this whole internship scene and said that I’m still trying to figure out what I want to do during the summer. After a few more moments of conversation, the phone call was over and I laid back on my bed thinking. I just told David Byrd, the VP of Operations at AccuConference, my potential employer, my potential boss, that I was waiting to hear back from another company. Stupid. Stupid. Stupid. Rookie mistake. I should have pounced on that internship. I weighed my options:

Option #1- go through my second phone interview with the other company, which I may or may not receive an offer from, which I may or may not like.

Option #2- accept the internship with AccuConference, risk being the object of all the office snickers because of my rookie mistake, and forgo any chance of internship with the other company.

Option #3- pack up and move to some remote country where they don’t even know what the word “internship” means.

After much deliberation, I chose Option #3…

Just kidding. I chose #2.

Day One. My first day of work at AccuConference. Considering my…interesting phone conversation with Byrd, I was, needless to say, a bit nervous. It probably didn’t help my nerves that I just kept circling the Bank of America building trying to find where the heck this place was located. After a quick phone call to the office, I discovered they were located inside the exact building that I had been circling. Wow, Kaitlyn, really? As I waited for the elevator, the images were piling up in my head. A huge office with divided cubicles, phones ringing off the hook, glaring fluorescent lights, typical water cooler in the corner, multiple hallways with confusing turns, and horrible bosses riding my case asking, “Did you get that memo?” I took a deep breath as I turned the handle on the door to the office.

I’m standing in a single, open room. There are cubicles, but not small confining ones. Home décor lamps on each desk to light the room in a comforting manner. No water cooler. From what I can see, there’s just one hallway disappearing around a corner to the breakroom. No stiff-suited horrible bosses in sight. “Hi, Kaitlyn. I’m Maranda.” I finally get to meet Maranda! My contact that I’ve been emailing with for almost a month now! She introduced me to everyone, gave me a tour of the small office, and showed me where I sit. I surveyed the room of people. Everyone was chit chatting to each other and smiling. No angry employees who looked burnt out by their job or annoyed with the world. Everyone was pretty laid back. I didn’t get a tense, negative, or stressed vibe from anyone. Next, I met Laura, the other summer intern. She quickly involved me in some speedy, daily administrative work that we perform each morning. My first day had begun.

Hmm. Nothing at all like I had expected. In fact, AccuConference was the complete opposite of what I had imagined.

One thing I never envisioned was being of actual value to the company and genuinely being involved in the work they do. I’ve heard countless stories from friends who completed summer internships during which they contributed nothing at all to the business. One friend worked for an oil company and completed one hour of data input each day and then spent the remainder of his time browsing Facebook. Sure, he got paid a lot of money, but he learned squat. As soon as I walked through the door at AccuConference, I knew I would be valued. I wasn’t going to simply be the coffee-girl or the errand-runner. This company was really going to count on me for something and I was really going to learn something.

My first week was anything but boring. I helped with conference calls, I wrote content for the website, I wrote drafts for customer emails, I met the CEO, I met and had meetings with the VPs, I learned about search engine optimization, I listened to customer service calls, I met Byrd’s dad, a local entrepreneur, and discussed the differences between marketing and sales, I put together thank you packages to be mailed out to customers, and, probably most importantly, I learned about the company’s serious interest in customer service. What I find to be most admirable is, despite AccuConference’s slightly smaller workforce, the members of the company are able to manage such a large number of clients and go above and beyond for each individual customer. I feel privileged to work for a company from which thank you notes and thank you packages are sent on a regular basis. If only I could receive a cool package from every company I did business with…that would be pretty awesome.

Perhaps my first Monday through Friday, 9 to 5 job will be a greatly enjoyable experience, or perhaps I will never manage to train my body to get used to the grown-up schedule. Whatever the case may be, I’m eager to stretch my soon-to-be-college-graduate wings and soak up everything I learn here at AccuConference. I will be as a sponge. I’m looking forward to discovering new things about myself and what I’m capable of, and also I’m looking forward to showing AccuConference what I can do (I wouldn’t be able to do that at a company that hired me solely to pick up their dry-cleaning).

 

Jun
08
2011
Interning at AccuConference: Week One Maranda Gibson

This summer, we've taken on a Cowboy and an Aggie into our office -- also known as our interns Laura and Kaitlyn. As part of their summer program, we've asked them both to write a weekly blog on how they feel and what they are learning. Laura's first impressions are written below and Kaitlyn's is on the way. I will also be providing some insight, as this is my first teach expierence with interns and I'm sure I have a lot to learn. 

Blog by Laura - First Week at AccuConference. 

One word. Internship. Something I’ve heard so much about, and how it’s incredibly essential to obtain one. And here I am, currently in the most sought after position a college undergrad can get. The one week that I’ve spent as an intern at Accuconference has been unlike any other. When I arrived here on my first morning of my summer internship, I had a mixture of feelings. I was excited and a bit nervous as I rode the elevator up to Suite 318. I was looking forward to putting faces to the names, because my interview process had all been done remotely. What if they weren’t who they said they were? Dear Lord what had I gotten myself into? I had done my homework on the company beforehand by perusing the website, but it didn’t tell me anything about the company culture. Was everyone going to be super formal and professional with their business suits, ties, to-do lists and agendas or laid back? Either way, I knew that I really wanted to learn more about marketing in the ‘real world’.

I rehearsed the line I was going to use when I got to the receptionist’s desk on the other side of the front office door. (Hey, they told me to be honest). But as I walked in for the first time, I was totally disconcerted. Instead of one desk gracing the front entry, I found myself looking at Accuconference’s complete customer relations department staring back at me. Here. We. Go. When they told me small over the phone, they had meant every word. But what I’ve learned very quickly (and this one I’ve had to learn over and over) is that it’s not about the quantity; it’s all about the quality. This small company is so closely knit that they are able to seamlessly work together in a small space and simultaneously output quality customer service. The quality of this company was obvious to me, from the amount of thank you cards strewn across the office from their customers, and the effort put into making business personal with their numerous clients (I got to try my hand at this one- whoop whoop!).

The word on the street when it comes to interns is that we do three things. Get coffee, cover the phones, and suck up. This summer (even with the already triple degree heat here in Texas) has been like a breath of fresh air, blowing that common idea away. Interning should be an opportunity to learn more about what you want to do for the rest of your life (scary, scary thought) from what a company teaches you and I think I applied to the right place for sure.

Because Accuconference is a small business, I was instantly included in what they were working on for marketing as well as the business of the company. I have been incorporated in operating some of the company’s scheduled conference calls, writing new content for the website, I've collaborated with others on an email campaign to bring in new business from our old customers, and within 48 hours of my first day, I had helped with a publication on the Android Marketplace. Seeing my own work out there on the internet for all to see is exhilarating! I was so proud of being a part of something that cool, so I immediately showed everyone after leaving work. Unfortunately no one was excited as I was- except my mom- but counting her is cheating. I’m still going to find a way to impress everyone else out there though… I just have to figure out how.

Jun
07
2011
The Responsibility of an “Expert” Maranda Gibson

In the Dallas/Fort Worth area, sometimes we get thunderstorms that prompt tornado warnings and sirens, sending families and pets into the bathroom or underground to take cover. Weather both fascinates and scares me, so when there’s severe weather in the area, I’m always on a local station website. Some of these sites include chat programs where volunteers, usually storm spotters or chasers, help the public to understand when and where these storms will be moving.

They aren’t meteorologists but their experience makes them a trusted source. Imagine my surprise when one of these trusted sources began to talk about how he personally didn’t feel like there was much of a tornado threat in our area, despite active watches in the area. He’s trusted, certified, and understands how the weather works. On Tuesday night, there ended up being 13 reported tornado touch downs in our area which made his comments very irresponsible.

When you call yourself (or get called) an expert, it puts you in the position where you become responsible for communicating accurate information, no matter what the subject.

Anytime you consider yourself to be an expert, you have to respect that title, and use it to educate your clients, customers, or people looking to you for advice.

For example, we are considered to be conference experts, but that is only because every single one of our operators is trained the exact same way with all of our products. This is to ensure that a customer can speak to anyone and always get consistent information. We also try to educate our customers so that they know and understand how a product works, or what additional features might be available to them. We can walk you through setting up your first conference from start to finish, and even suggest any of our services that might help you get a little more from the service.

Since we are experts in our field, we take it very seriously, and if you’re in the position where you feel like you are “expert” enough to make yourself publically available, you better respect that. How do you stay true to the trust that your customers and clients have given you?

May
24
2011
Breaking Communication Boundaries Infographic Maranda Gibson

Breaking Communication Boundaries

May
20
2011
The CDC Gets Their Marketing On – Zombie Style Maranda Gibson

“Honey – do you have something called a zombie plan?” The newlywed wife asks her husband. He turns to her, shock on his face that she could even ask such a question, and then nods, solemnly, holding a hand to his heart in a patriotic fashion, before replying. “Yes. I do. I’ve had one for many years.”

Before I was married, I had no idea that something called a “zombie apocalypse” was a concern, nor did I realize that men spent a lot of energy thinking about escape routes, weapons, and doing careful research on the best way to kill the brain-eating un-dead. (I also learned that snickering, making fun of, or pointing out the flaws in the plan was bad.) After learning this, I asked my Dad and brother what their plan for the zombies entailed and realized that not only did my father and brother have a plan; they spent many evenings when I was a child, discussing how to barricade the house and protect the women of the household.

Apparently, the Center for Disease Control and Preparedness also has a zombie plan. Released this week, the “Preparedness 101: Zombie Apocalypse” gives you tips and tricks on how to prepare your home for the impending doom. The funny thing about the guide is that the emergency kit suggested is a lot like the kit they suggest for a number of natural disasters: flashlights, water supplies, shoes, and food, just to name a few.

Hold the phone, CDC. I thought this was about preparing for the zombie apocalypse, not readying myself for any kind of emergency.

This is the brilliance of their zombie preparedness guide. Who among us have ever Tweeted or shared a link to a “how to be prepared in the event of a flood/earthquake/tornado” guide? The answer is probably not many of us have shared that information, much like many of us don’t have the proper items in an emergency kit. With the zombie preparedness guide, the CDC has made us read about something that might be pretty boring to most people – preparing for emergencies. They have marketed the importance of being prepared on a level people care about.

That’s what we should be doing with our clients. We have to find a way to talk to them through the channels they are using. There are few people out there who have a plan for floods or an earthquake, but many who know what to do in the event of a hypothetical situation like zombie roaming the earth. We have to be able to find a way to tell our customers what we want them to know through a subject they care about. We’ve already done that by migrating customer service to include social avenues like Twitter and Facebook but are we being sure to see what else our customers are talking about?

It’s absolute marketing brilliance on the part of the CDC who wants you to get a kit, have a plan, and be prepared no matter what the emergency. While their zombie plan is missing some of the things I’m told are essential to a zombie-survival kit (sawed off shot guns and Japanese throwing stars, for example) their suggestions make for a great kit in the event of a tornado – which is what they wanted me to think about in the first place.

How are you leveling with your customers like the CDC?

May
19
2011
Get Human Offers a Short Cut to Customer Service Maranda Gibson

Let’s be honest – automated phone menus are a complete nuisance. Button punching, menu prompts, and trying to speak to a robot can sometimes initiate the desire to pull our hair out. As we’re screaming at or speaking slowly to the robotic menu asking for our account number yet again we suppress the need to throw the phone against the wall and we wish there was a better way.

GetHuman.com is the brain child of Paul English who created the database for tips and tricks on how to get around the automated prompts and get straight to a live person. Originally called the IVR Cheat Sheet to Find a Human, the goal was to give consumers an option to get to a live person. Since the inception of the cheat sheet, the website has evolved to GetHuman.com and not only gives you the telephone numbers of companies who do not readily list that on their website, it also gives you the average wait time, as well as the level of service.

Take a look at Facebook – their average wait time is a little over an hour and their user rating is horrible. Clicking on the companies breaks it down further with reviews from users about the company and the customer service experience. There are also alternate numbers for many of the larger companies that insist on continuing to make their users jump through hoops to get some assistance.

It makes you wonder why some companies continue to require customers to navigate their ways through these menus. One argument that large companies make is that they simply handle too large of a customer base to provide a single number for customers, that it’s best to route them to the proper department right away. Except that usually, the initial person that you get at customer service has to transfer you around to a different department.

The biggest offenders of the customer service rule seem to be those companies that typically just want you to contact them for support via email, like Facebook. There are also those companies that simply don’t publish their customer service number online, like Amazon, and GetHuman gives you not just one, but a few customer service numbers.

Large companies may never be able to get rid of automated systems, but they should remember that these systems take away a customer’s choice. (There is a very funny, albeit slightly vulgar cartoon on the Oatmeal about this very subject) If companies are going to force you into a menu option, why can’t they give you an option to go straight through to a representative, at the very least?

We’ve never had an automated menu – if you call either of our numbers, you get a real human right away, and we will never have an automated system – no matter how large we continue to grow. We will simply hire more people.

Should companies completely do away with automated menus or are there instances when they are needed? How do you feel about them, from both a customer standpoint, as well as a business?

May
17
2011
Politics in a Digital Age – Reaching More People Far and Wide Maranda Gibson

Most people can admit that social media and mobile devices have revolutionized the way we communicate, receive news, and stay updated on events. Digital communications became a central part of the 2008 US Presidential elections as candidates took to Twitter and users chronicled their experiences through various social sites like Twitter, Facebook, and Flickr.

Another trend in politics that emerged in 2008 was the popularity of hosting teleconferences as town hall meetings. AccuConference personally hosted some of these media and informational meetings for political leaders and in our experience we have found them to be powerful for politicians for three big reasons.

  1. You can reach an audience that may not be able to physical attend. Hosting a conference call instead of a physical meeting lets those who have busy schedules or can’t leave their homes have an opportunity to have a more personal connection with the candidate.
  2. We’ve found the most popular type of conference with politicians is the operator answered call, where we can collect name and information from the callers. This information is stored for review at a later time, giving the staff the ability to contact those who attended after the conference is over. You can alert them to upcoming events or invite them to another conference call with the politician.
  3. Conference calls allow for moderated question and answer sessions which allow for more people to get the opportunity to ask a question. In politics, the people have to know that their elected official is concerned about the issues that closely affect voters.

When it comes to the trends in politics, there’s a clear move towards using the avenues that will reach the most people. We suspect that more politicians will be using conference calls to host media and town hall events in the upcoming 2012 election. If you’re a political organization considering using conference calls, contact us and let us show you how we can help you take advantage of new technology during this election season.

May
10
2011
Metered Vs. Stamped Mail: What Sends a Better Message Maranda Gibson

Here at AccuConference, we hand stamp everything. We don’t have a meter machine, despite the rising cost of postage and the amount of time it can sometimes take to stamp all of our new accounts and send them their welcome packages. A meter machine could probably save us a couple of cents on each letter we send, since it’s a bulk service, but we feel like the hand stamp lets our customer know a couple of things.

Using a real stamp lets the recipient know a real person stamped your envelope, not a machine. In a time when social media is being used to create connections with customers, the simple act of using a real stamp does the same thing that an active Twitter or Facebook account can do.

We feel like metered mail can look like junk. Not to imply that all metered mail is junk mail, but simple when you’re going through a large stack of mail, you typically look for the clear signs of what is considered junk mail. One of the things people look for the most is to see if something has a real stamp on it. If you’re taking the time and money to send out a flyer, why would you want to take the chance of it never being opened?

We also just don’t like the look of the meter stamp on the envelope. The pink on the white kind of burns our eyes – we prefer a good old fashioned stamp. It might just be because we have quite a few clients in Canada – have you ever seen the postage stamp for .75 cents (our going rate to Canada)? It’s really pretty.

Deciding if you want to use or meter for your mail is your decision, we just have always used regular stamps, and we always will.

(Image Used Credit to the USPS)

Free eBooks

Archive

Powered by
BlogEngine.NET 2.5.0.6
Sign in