AccuConferenceAccuConference

Aug
16
2007
What is Good Customer Service? Accuconference

Frequently, our office orders in lunch when we have a large event, celebrating a birthday – or frankly because we want to.  We tend to use the eateries nearby, promoting community support to the locals. One of our favorites is Baker Bros. Deli.  Today, was one of those days we ordered in lunch.

Our lunch was picked up by a staff member and upon him arriving back & distributing the food, it was discovered we were missing salad dressing for all the salads ordered. Who likes eating a salad without dressing? Moreover, who had the extra time to go back downstairs, into their car, drive over to Bakers and get dressing and come all the way back? No one. 

No sooner was it discovered that we were missing the salad dressing, than our office door opened and in walked Mike a Baker Bros. employee with all the missing dressings.  Were we surprised? You bet! They could have said "oh well" and left it at that, but no – they delivered individual, hand-poured sides of dressing for all the salads we ordered. And during their most busy time of the day – lunch hour.

Going above & beyond the call of duty is good customer service. Delivering something which could be deemed as insignificant as salad dressing to a patron – that is GREAT customer service!

Baker Bros. hasn’t seen the last of us. In fact, we just might be on a first name basis with the employees before long!

Baker Bros Deli
FORT WORTH: CAMP BOWIE BLVD. (Village at Camp Bowie)

6333 Camp Bowie Blvd, Suite 244
Fort Worth, TX 76116
817-989-1400

Aug
14
2007
Dress for Success – What to Wear to a Videoconference Accuconference

When you can't meet someone face-to-face because of time pressures or just because it makes economic sense, a video conference is the next best thing. This lets you see the other person and let's them see you. There's a lot to be gained in person-to-person interactions where you can pick up a lot of subtle non-verbal clues as to how the other person is receiving or reacting to your message.

Being shown on video, however, is not just like being there in the room, so you have to be a bit more aware of how you present yourself and what you wear than you might be if you were sitting down with someone in person. You don't want anything, not your hair, not your clothes, not the room, not the technical aspects of the system, or any other number of things to distract the people on the other side of the transmission line from your message.

One of the easiest things to control is what you wear. Believe it or not, this does make a difference. Some colors and patterns just do not work well in the video environment. For example, for men striped or patterned shirts sometimes do not display well on remote sites, white shirts also can be a problem because of glare. Light blue or pastel shirts work best. For the same reason women should not wear white or bold highly patterned dresses, tops, or jackets. Red and black can also be problematic in transmission. Solid colors or pastels are the best.

For women, watch your jewelry, especially if it is shiny or dangles. You don't want anything to brush against the microphone or tabletop or cause feedback during the call. And you don't want to wear anything that would be distracting due to its own motion. For men, silver tie clips can also reflect light and become a visual annoyance. Tinted glasses are also a no-no because they mask your eyes and cover part of your face, the open appearance of which is an important part of the visual experience.

Aug
13
2007
Meeting Ice Breakers: The Best of the Best Accuconference

Try these icebreakers out on your next conference call by setting up your next call with AccuConference.

As noted previously, it's one thing to talk about ice breakers in theory and quite another to think of them in practice. For most meetings in a business setting in which participants are professionals, ice breakers that require actions not normally associated with day-to-day behaviors in the office generally make people uncomfortable. Successful ice breakers for these groups generally consist of clustering people around a round table, if you have access to any, and having them share memorable information with each other, finding innovative ways to get them to introduce themselves to each other, or having them collectively work on a problem where everyone has to contribute.

Below are some of the most successful ice breakers we known.

  1. Fact or Fiction: Have everyone at the table write down three surprising things about themselves, two of which are true and one of which is made up. Each person, in turn, reads their list and then the rest of the group votes on which "fact" they feel is the "false" one. If the table does not correctly pick a person's made up "fact", then that person wins. A table can have more than one winner. If you have more than one table full of people, have a competition between the tables and have each table decide which of their "winners" they want to use to compete in the "finals". The selected finalists get up and present their "facts" to the whole group and each table, but the one the winner is from, has one vote to decide which of the "facts" is false. At the end, the whole group votes on which of the "winners" of the final round, had the most deceiving "fact". This helps people get to know and remember their colleagues.
  2. Same/Different: Divide the group into teams of 3 or 4 and give them a large sheet of paper and give each person a different colored marker. Have each person draw a large oval such that each oval overlaps with the other ovals in the center of the piece of paper. Give the group, or groups if there is more than one cluster, a theme that pertains to the meeting objectives. Tell people they have to write down at least five or more entries in the non-overlapping and mutually overlapping areas of their ovals. Give them five minutes, no more than that, to talk about their similarities and differences and write them in their ovals. If there is more than one group, compare results and identify common themes in both parts of the diagram and what light these similarities and differences shed on the purpose of the meeting. This helps team members develop an understanding of shared objectives and understand in a non-confrontational way how their views differ from others on the team.
  3. Brainstorm!: Break the group into teams of four or five. Give them a topic. Pick one that is fun and simple like, "What would you take on a trip to the jungle?" or "List things that are blue"). Give your teams 2 minutes, no more, and tell them "This is a contest and the team with the most items on their list wins." Tell the teams to write down as many things as they can and not to discuss anything, just list things. At the end of time, the team with the most items on their list wins! This helps people to share ideas without fearing what other people will think.
  4. Free Association: The object of this ice breaker is to have small groups or the team generate as many words or phrases as they can that are related to a particular topic that relates to the objective of your meeting. Give the group(s) a key word you want them to associate and then give them 2 minutes to list, as quickly as possible, as many words or thoughts that pop into their heads. For example, if your company is trying to decide on whether to reduce travel and increase the use of teleconferencing, you might use the word "teleconferencing" and have people list as many words/phrases as they can that they associate with the word. For example they might say: "saves money", "saves time", "impersonal", "need to see other people", "get distracted", "sound quality"…. This reveals what people are thinking, similarities in viewpoints, and possible problem areas/topics that need addressing or discussion.
  5. Nametags: Prepare nametags for each person and put them in a box. As people walk into the room, each person picks a nametag (not their own). When everyone is present, participants are told to find the person whose nametag they drew and introduce themselves and say a few interesting things about them. When everyone has their own nametag, they introduce the person whose nametag they were initially given. This helps people get to know and remember each other.
  6. Desert Island: Group people in teams of 5 or 6 and tell them they will be marooned on a desert island and give them 30 seconds to list all the things they think they want to take and each person has to contribute at least 3 things. At the end of the time, tell the teams they can only take three things. Have the person who suggested each item tell why they suggested it and defend why it should be chosen. This helps the team learn about how each of them thinks, get to know each other's values, and how they solve problems.

Aug
10
2007
"Breaking the Ice" Without Falling in the Water Accuconference

Good ice breakers not only get people to feel comfortable talking with one another they also get people familiar with what the meeting is all about and what it hopes to achieve. Ice breakers, if done right, reduce tension, fear, and discomfort. They get people more engaged, helping them contribute more effectively. A good ice breaker almost always leads to a more successful meeting.

You have to be careful though, not every meeting needs an ice breaker. And, if an ice breaker is not appropriately planned and tailored to its specific audience and goal, you can end up with an "ice breaker gone bad". This is a disaster. Bad ice breakers waste precious time and can embarrass you and meeting participants, intensifying the very thing you’re trying to overcome.

To avoid "bad icebreaking", design your "breaker" to focus on the goals of your event and on getting people to focus on and talk about their similarities, not their differences. Keep it simple and make sure what you have planned is something all participants will be comfortable with. Make sure that what you do creates a level playing field for sharing ideas, especially when you bring together people of different pay grades and/or status.

After you have designed your ice breaker, reflect on it and review it carefully. Ask yourself how you think each person will react and if they will feel comfortable. If you feel anyone might be uncomfortable, try another idea.

At a loss to know what to do or just don't have that "party planner" mentality? Anyone can come up with a great and appropriate icebreaker.

How? There is no end to ideas on the Internet for ice breakers that will suit whatever group you need to get interacting. Just type in "meeting+icebreakers" on any Internet search engine and a host of sites with many great (and not so great – so keep in mind your audience and meeting objectives) will come up.

Aug
09
2007
Testing the Ice: The Importance of Getting People Talking Accuconference

Having an active conversation where everyone weighs in is crucial to having a good meeting or brainstorming session, solving a problem, or just getting things done. This generally isn't too hard when participants have to talk with people they already know and are already comfortable talking to. It's something else again to get a good give-and-take going when you need to get people who are strangers together or who generally don't talk shop with one another because of their different job status.

Fortunately people who regularly face this problem have come up with some clever ways to help overcome these hurdles and get everyone talking as equals. These are called "ice breakers". A good ice breaker should be fun, but not take up a lot of time. And, most importantly, it should be specifically targeted at the "ice" you need to break.

"Ice" can come from any number of sources. It may be people at the same relative level and mindset that just haven't met each other yet. It may be because you have people of different cultures, backgrounds, or view points. It may be that you're mixing people from different pay grades and levels of responsibility or that have different perceptions about each other.

To have a successful ice breaker, look at the "ice" and then look at the goal of your meeting. Now assess what part of the ice you need to break in order to maximize the results of what has to get done. Focus the ice breaker on that. You can't, and shouldn't try to overcome every possible obstacle or type of "ice" that might exist between participants, just the one most likely to hamper you meeting from achieving its objectives.

We'll talk about effective ice breakers next.

Aug
08
2007
Second Life: The Brave New World of Team Conferencing Accuconference

The world of virtual conferencing is changing and I have seen the future! Just as email radically changed how businesses and people communicate, virtual conferencing is going to revolutionize the conferencing industry. You can see the embryonic stages of this if you go to Second Life on the Internet and log on.

Second Life is a virtual world created by Linden Research where people create digital entities, also known as avatars, that interact in real time by voice, if you have a microphone, or via keyboarding if you don't. Since it went online in 2003, more than a million users have joined and the number is growing dramatically each year.

It is a place where you can own property, create a business, start your own radio station, earn real money, and…… hold meetings and seminars. In fact there are hundreds of groups from 12-steppers to government agencies to businesses like Toyota and IBM that are opening up shop and holding meetings and information sessions there now.

Although manipulating an avatar takes still takes some getting used to, so it is not something that will be in the conferencing mainstream for some time yet. Because you can move freely though the virtual world as you talk with the other people in your conversation, this exciting new technology promises to fill the gap between the static videoconferencing environment and the face-to-face meeting or site visit.

Aug
07
2007
Conference Call Etiquette: More Do's and Don'ts Accuconference

People are funny. Things they would never do in public, they have no compunction doing in private; and this applies to conference calling as well. Almost without exception, people who end up being disruptive in conference calls are completely unaware of what they are doing and would be appalled if they knew the negative impact they were having. As we noted previously, good conference call etiquette requires you behave on a teleconference as you would in a face-to-face meeting.

The list of unintentional but annoying behaviors you can experience (and have probably done yourself) on a conference call are legion, but most boil down into three categories. Good conference call etiquette and maintaining that all-important professional image requires the following.

  1. Do not do other work. It is always a great temptation to multitask when no one can see you. A conference call needs your undivided attention and your respect for the other participants just like a regular face-to-face meeting does. If you are shuffling papers, or typing, or distracted by doing other things, other people on the line can hear it and from your responses tell you are not paying full attention. It is best to keep the meeting agenda in view and take notes on what is being said to minimize having your mind wander.
  2. Do not eat during the call. Few things are more off-putting than hearing someone chewing, smacking their lips, or swallowing over the phone. Resist the temptation to eat or drink through a straw just because you think no one can see you do it. One way or another, you will give yourself away and this will not project the kind of professionalism or respect for your colleagues that you need to. There will be plenty of time to eat after your call is over.
  3. Wait your turn. Interrupting people is the bane of conference call etiquette. It is not only rude, but on a teleconference, it is confusing to others who are listening because it makes what both people are saying unintelligible. Wait until the other person is done talking before you speak, or wait until you are called on by the host before expressing your opinion.

By following these and the other rules for good conference call etiquette we discussed previously, you will improve the effectiveness of any call you participate in, as well as project the respect you have for your colleagues and their time, as well as the kind of image you want the other people on the line to take home and remember you by.

Aug
06
2007
Conference Call Etiquette: Making the Right Impression Accuconference

Conference call etiquette is as important as conference room etiquette. Everyone knows that in a meeting with their colleagues, manager, or customer in the conference room, they need to pay attention, be polite, participate, and not do anything disruptive. The same holds true for conference calls.

Below is how you can insure you have good conference call etiquette during a teleconference so you and the other people on the call get the most from the conversation and so you project the same profession image you would if you were in a face-to-face meeting with a room full of important people.

  1. Be on time. No one likes latecomers, their late arrival disrupts the conversation and commonly someone needs to recap where the conversation is to get the person up to speed. Being late is one of the most egregious of all conference call etiquette faux pas.
  2. Do not participate in or listen in on a call unless you are officially invited. The presence of “mystery guests” or uninvited participants is the second biggest breach of conference call etiquette. Because no one can see who is around and listening to what they are saying, participants need to trust that they are only talking to the people they know they are supposed to be speaking with. Just as people might not talk to a customer the same way they would talk to the team or their boss, participants have to know who it is that is listening and talking so they can express themselves appropriately and speak as frankly or diplomatically as required. Trust on the part of all participants in a teleconference is a MUST and you need to respect that.
  3. Introduce yourself at the outset. Tell people (a) your name, so people will know who you are. (b) Your location, if you are in a different building or city or what your department is, so people can visually place you. (c) Your role: salesperson, accountant, public relations representative, so people know your expertise, what you do, and what you bring to the table. And, last but not least, (d) your reason for being the conversation: e.g., "to help solve our marketing problem" or "to learn about what the problem is and try and get the project back on schedule". Conference call etiquette requires that other people on the line know who they are taking to and why.
  4. Tell who you are each time you speak. Another important part of good conference call etiquette is to remind other participants of who you are when you have something to say. Unless the conference call host has already called you by name, when you speak you should mention your name and something else about you to help people remember you (e.g., "This is John in sales and I feel that…." or "This is Simone in London, my perspective is…").

By following these four rules for good conference call etiquette, you will improve the effectiveness of any call you participate in, as well as project the kind of image you want the other people on the line to take home and remember you by. Common pitfalls that too many of us have experienced and that you need to avoid are discussed in our next blog.

Aug
03
2007
Conference Calling: The Hardware Makes All the Difference – Part 2 Accuconference

Given the demands of the modern business climate and our fast-paced 24/7 society, sometimes you just can't control where you are when you have to attend a scheduled conference call. Here are important tips to let you maximize your effectiveness and cause the least disruption when you can't be in the best of locations for that all important teleconference.

  1. If you're on the road and must use a cell phone, find a place where your signal is strong and pull over and don't move the car until the call is over.
  2. If you are in an airport, find a bank of land-line phones and handle your call from there. That way, if the phone you are on is having problems, you can switch to another one in the matter of a minute or less.
  3. Use the mute button on your phone or the teleconferencing mute function to mute your line when you are not talking. It is best to eliminate the sound coming from your phone voice transmitter unless you are speaking. Using the mute eliminates any distracting background sounds from the place you are calling from or that you might make inadvertently. The only time you need to be heard is when you are speaking.
  4. Do not use your phone in speakerphone mode unless there are other people in the room that need to be in on the conversation. Speakerphones pick up all kinds of extraneous noise and have bad sound quality. Also, if you are in a room with others and sitting far from the phone, be sure to speak loud enough to be heard. This is particularly true for men. Men's voices tend to be lower in frequency than women's voices and not carry as well when there is background noise.
  5. Also, if you are in a teleconference where a number of people are in the same phone and you are speaking over a speakerphone, make sure not to carry on any side conversations during the call. No matter how quietly you think you are talking or whispering, other people in the room and on the conference call will likely hear what you are saying.

Aug
02
2007
Conference Calling: The Hardware Makes All the Difference – Part 1 Accuconference

Good conference call etiquette requires not only that, as a participant, you comport yourself in the discussion in a professional manner, but also that you show you're a pro by not being the cause of any unnecessary hardware disruptions. You can always control your own behavior, but what about that of the equipment you're using?

In terms of hardware, there are always going to be things that are out of your control. You may not always be able to be alone in a nice quiet office with the door closed, you might have to be on travel, your phone might be on the fritz, or you might be in a large group clustered around a speakerphone.

Whatever the case, with some thought and knowing what the most likely problems are, you can minimize a lot of the distractions on a conference call that come from what you're using, as opposed to what you're saying or how you're saying it. Below are two things to keep in mind for your next teleconference.

If at all possible use a telephone with a land line, not a cordless phone, cell phone, or computer telephony (i.e., a phone that used Voice Over IP). The reason for this is that a land-line telephone has the highest quality sound with the least amount of static, cutting in and out, latency, jitter, echo, or other issues that degrade voice quality and the ability of others on the call to understand you. You can't leave a good impression if your phone is the one causing a lot of technical problems for the group.

If you get a bad connection, tell the host you're going to hang up and call in again to see if you can get a better connection. Nine times out of ten, this corrects any problems. Nothing is more annoying or distracting than to be stuck in an hour long teleconference when one person's phone is generating a lot of static or when there is an echo every time you speak.

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