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Feb
24
2014
Follow Your Instincts in Customer Service Maranda Gibson

A few weeks ago, something interesting and terrifying happened while refilling my gas tank. When I looked down, there was a puddle of gasoline under my SUV and gas was dripping down the wheel well. Since defects in gas tanks are actually pretty rare I suspected that it had to be overflow from when I was filling up.

Still, something didn't feel right. Even as I told myself that it was simply an overflow issue, I didn't fully accept it as the answer. After driving a block and half, I realized my miles to empty display had dropped nearly ten miles. I decided to take the vehicle to the dealership and lo and behold, there was a crack in part of my tank that needed to be replaced.

Cracks and defects in the gas tank are rare in vehicles. Who knows what could have happened if I had continued to drive around slowly dripping gas? I went with my instinct that something was horribly wrong, and I was completely right.

Instincts are a huge factor in why and how we do something. No matter if you want to call it your intuition, sixth sense, or your gut feeling, we do put a lot of importance on our instincts. They are a piece of us and driven by our personality and our makeup, so there are different instinctual reactions for everyone. Using your personal instinctual reactions at certain time when dealing with customers can be a boost to how you provide service for them.

Jump in When It's Right

If your instinct is telling you that your customer needs help, don't be afraid to go with your gut and jump in. Recently, I was walking a customer through some of the steps and after some of his questions indicated he needed a little extra help, I offered to put his invitation together for him. I want my customers to learn how to do things and I'm highly dedicated to not just answering their questions, but educating them on how everything works. There is a time and a place for education, but there is also a time for taking care of it so the customer doesn't have to.

Step Away When It's Not

It is possible to be unable to adequately communicate with a customer. As a customer, you think you're asking all of the right questions. As the operator, you feel like you're answering them, but you're both getting frustrated. Letting the customer talk to someone else doesn't mean that you're passing the buck, it means that you’re going to send the customer to someone that might have a better approach. We all learn differently, we all have ways that we are comfortable, and there might come a time when you are not able to speak to the customer in the way they need. Don't be afraid to step away from a client if your instinct is telling you that the conversation is going downhill fast.

In Malcolm Gladwell's Blink, he talks about how our spontaneous decisions can sometimes be better than the ones where we agonize over every little detail. Once we become an "expert", according to Gladwell, we can "thin slice" and use limited information to make a decision. This cuts out a lot of the information that can sometimes cause us to over think a solution. Instincts are a powerful tool in making a decision.

Do you trust your instincts?

Feb
20
2014
Stop Procrastinating and Get Your Hands Dirty Mary Williams


Have you ever looked at your to-do list and put off the things that you’re not the least bit excited about doing? Of course you have. I do it, too. We all do. And even though I put off those tasks for later, I know I have to eventually get to them before they start piling up. Whether it’s work related or in our personal lives, procrastination seems to tempt us at one time or another. But if we know we eventually have to get our hands dirty, why do we wait until the last minute?

The Task is Outside of Our Comfort Zone

Psychiatrist, Phil Stutz, and psychotherapist, Barry Michels, have asked the question as to why we procrastinate. They point out that many of us hold off on certain things because it’s outside of our own comfort zone. One job I used to hold was an analyst position. I always procrastinated on the detailed excel reports because the math that went into all of it was overwhelming. And all of the formulas and equations had to be triple checked because those reports were sent to senior executives. It caused a lot of pressure on my end and sent me mentally outside of my comfort zone. I would wait until the last minute to do the reports and cause myself needless stress to have them done by their deadlines. I always met my deadlines, but I made myself sick in the process. Now, I take a different approach. If I come across something that I feel is overwhelming, I take a deep breath and dive in. I find it’s better to tackle the most stressful tasks first and save myself from the unwanted stress.

We’re Waiting For the Perfect Moment

Sometimes we tell ourselves that right now is not the right time to do something. And in some cases, we’re right. Right now may not be the right time for you to buy a house or start a family. But for lesser life changing events, like filing your taxes or asking for that promotion, procrastination won’t benefit you. If you want that promotion, you have to show that you’re not only ambitious but that you deserve it as well. If you procrastinate because you don’t think it’s the right time to ask, then you’re letting the chances of a better future slip through your fingers. Instead, make that leap and take a chance. The worse that can happen is you’re told no, but you can walk away with the confidence knowing that you at least tried.

The Task is Too Boring

Honestly, I hate doing laundry. It’s one of the most boring chores I ever do. I find folding and hanging clothes to be so tedious and mundane. But I know that it has to be done. When I first lived on my own, laundry would be the last chore that I would do. What I then realized was that I was having to stay up late to make sure that all of the laundry was done, making me pretty tired the next day. It was then that I learned that if I wanted a decent night’s sleep, I would need to start doing laundry earlier. I also decided to incorporate music into my laundry routine. So now I rock out to Maroon 5 or some classic Depeche Mode to help push myself through a chore I’d rather not do.

No matter what the excuse is, procrastination really does nothing more than prolong the inevitable. If you’re ready to take charge and get things done, make one of your goals this year to be to stop procrastinating. You may find those things you were holding off on doing really weren’t that bad to begin with.

Feb
17
2014
Three Ways to Boost Your Conferences in 2014 Maranda Gibson

Towards the end of 2013, I had a customer call in and ask me one simple question: "Is there anything we’re not taking advantage of?" There are a number of features we include, but customers might not know about. We went over a couple of things that I noticed he wasn’t using and suggested using things like web conferencing and conference call recording for his calls in 2014.

Here are three of my favorite features to suggest to customers.

Brand Your Conference Calls

Add a custom greeting to your conference line so you can brand your events to your company. You can also use it to share news and events. It’s easy to do and we can update the message as often as you like. A lot of our customers like this option because the participant knows who is hosting the conference and is reassured that they have dialed into the right call.

Custom Hold Music / Greetings

A customer in financial planning uses custom hold music to play a recorded message about the different services his company offers. This is a great use of a free option to turn the waiting room before the conference begins into a virtual billboard. You can also upload some of your own music and participants can jam out while they wait for the call to begin.

Registration Pages

One of our customers sets up luncheon events and uses registration pages as part of their invitation. These pages can be fully customized to add your logo, images, links to your site, speaker information, and more. Using a registration page lets you track attendance and know if you’re marketing your conferences to the right audiences by giving you a metric to measure your response rate.

All of these features can be a part of your next call with AccuConference. If you have questions about them, please give us a call 800.989.9239, or just give us a call to see if there’s anything more you can do with your conferences to get your participants involved. (Seriously, we like helping you.)

Feb
10
2014
Leadership Lessons Learned from Olympians Maranda Gibson

Jared Zezel.

Does that name ring any bells?

No? Okay, how about Allison Pottinger?

Allow me to shed some light on our mystery guests. Jared and Allison are members of the 2014 USA Olympics team who will compete for Sochi gold in the sport of curling.

Heh? Curling? What's that? I was exposed to curling during the Salt Lake City winter games and while it may not seem very exciting, I've found it to be more edge of my seat than some of the other winter sports. (Maybe it's because I have no idea how it's judged but I find myself waiting to hear the teams calling out instructions and then cheering as one stone slaps against another.)

There's no one who wouldn't agree that in order to be an Olympian you have to work your tail off, but the curling champions of the world compete in a sport that lacks a sexy or romantic flair. Major brands are not going to approach the gold medal curling champion and ask them to promote the hot new car or next big thing. No, brands and advertisers want Shaun White flipping over the top of a BMW or Gracie Gold cutting figure eights around a bowl of cereal. (Editors Note: IOC regulations prevent Olympians from promoting products during the Olympic Games, but the games are an opportunity to make a "name" for yourself.)

People like to think that athletes are in it for the money and the sponsorship deals. It's a bonus, yes, but we can learn a lot about drive and leadership from the champions of both popular and the little known Olympic sports.

Hard Work and Dedication

Nothing comes easily and we would all do a lot to remember that we can't just wish for our dreams to be fulfilled. We have to go out and fall on the ice or face plant into the snow. When you get up and brush yourself off, you try again, and you have a better idea of your mistakes. It takes a tremendous amount of dedication to be considered as the "elite" of anything - be it curling, writing, snowboarding, or basket making.

Set Goals Early On

Not all athletes want to be Olympians. Not all Olympians dream of a day when they can enter their sport professionally. No matter what they want, they decide at a young age what they want to be. Going pro versus being an Olympian might take you to different circles of competition or choose a different coach. Setting a specific goal from the get-go can help you determine the path that you need to take, rather than just wandering in the weeds with no real direction.

Success is What You Make of It

The champions of the sport of curling will likely never get a multi-million dollar deal to promote a brand or product. The Jared and Allison's of the Olympics will likely never be featured on the front of cereal box, but yet, they are still competing with all of their hearts and souls. Success isn't always about being the biggest, baddest, and most well-known name in a field. We won't all get to that point and in truth, almost none of us will. Set your success along the way in a manner that you can be happy with them. Reach for more, of course, but understand the importance in making strides in a consistent manner. For many athletes, being an Olympian means more than being the "face of the Olympics".

I highly encourage you all to watch the lesser known events during the Sochi Games and be sure to get to know Team USA as we go for the gold in 2014.

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