How to Introduce Your Company In Presentations

This week, I've been working closely with a new customer about setting up a large event. He’s never done an event like this before and wasn't entirely sure where he should begin his conference. Introducing your company is likely high on your list of things to cover on your conference call, and here is the approach I suggested to my customer. You only have two minutes to get the attention of an audience, so you want to give an overview of yourself in quick, yet succinct manner.

Answering three simple questions will help you introduce your company without taking up a lot of time.

What’s Your History?

Remember those two minutes? Start by giving your participants a brief understanding of who you are. Tell your audience about your beginnings. How was your company formed? What was the idea? Your company story is the key to getting an audience to understand who you are, where you came from, and what you faced to build.

What Do You Solve?

If I were to tell you what we do, it would be that we help people communicate. It’s not about web conferencing, audio conferences, and the other products we sell when introducing ourselves – it’s about how we make things easier for you. Instead of telling your participants that you sell something, tell them what you do. People will be more receptive to this approach rather than feeling like the entire conference was an opportunity for a sales pitch.

What Sets You Apart?

When you’re introducing you’re company, be sure to mention what sets you apart. Whenever I have the chance to introduce AccuConference to someone new, I mention our customer service philosophy, because that is the center of what we do differently. In order to memorable, you need to define the company’s special qualities so that you can be the first thought when your services are needed.

You can tailor these questions to introduce your company whether it’s your next large conference call or a cocktail party. By setting up your company and explaining how you solve problems for your customer will peak the interest of anyone who needs a company like yours.

How do you introduce your company in a presentation?

Recording Consent Laws – What to Know

One of the questions we get often is about the legality of recording conference calls. Recent events have raised the question of when is it legal to record a call and, most important, how do you know?

There are two kinds of recording laws – one party and all party consent.

One party consent means there must be at least one person being recorded to agree and everyone else does not need to be notified. Generally speaking this means that a person can record their own phone calls without letting the other person know about the recording.

All party consent means exactly what it sounds like – if you're going to record a conference call or meeting, you must have the consent of anyone who is in attendance. References to two-party consent makes an assumption that there are only two people on the conference, but be advised if you're in a state that is referred to as two-party, and you have three people on the conference, everyone must know about the recording.

Most states have adopted the federal policy of one-party consent, but there are a number of states that require all party consent (California being one of them) and I came across this recording resource for journalists that break down the requirements by state.

Federal law prohibits recording any conversation outside of one-party consent. So if you had an idea of setting up a microphone to hear what people are saying about you – think again, it's not legal.

For conference calls that cross state lines, I want to issue a word of caution here. The law isn't really clear on this one. You are in Michigan, and you call into our conference lines (which are in Georgia), and are joined by people around the United States for a call. Some court cases have suggested that because the call crosses state lines these become federal jurisdiction and the one-party consent statute would apply. The best rule of thumb is to treat any conferences that involve parties from multiple states as “all-party” consent.

So where does the Federal Communications Commission come in? FCC rules state that you can gain consent in a few different ways: gain verbal consent from the parties involved, play a "beep" at various intervals, or announce that the call is being recorded at the beginning. If you've ever had an operator assisted call with us, you know that we always announce that calls are being recorded and it's to ensure that both your call and our company adhere to FCC regulations.

There are limited exceptions to state consent laws – like on conferences with investors, recording is mandatory. When legal warrants are in play for wiretapping, no one has to be notified that calls are being recorded by law enforcement.

While it’s always a great idea to record your conferences, we want to make sure you understand that there are varying laws out there on when you have to disclose. If you need to turn on recording announcements, you can do that through your customer account or give us a call and let us walk you through that.

Disclaimer:This blog post is not meant to give legal advice, but rather to inform you of the different laws that exist in regards to recording consent.

A Film Lovers Guide to Creating Stuff

I love movies. There is nothing more relaxing than finding a good flick on TV or Netflix, curling up, and enjoying it. Sometimes, I want something light-hearted and spend my weekend watching the Harry Potter series. I use my subscriptions to expose myself to movies that I used to love (Airplane!) and to find things that I can’t wait to watch again. What makes a film hold special places in your heart? How do the best filmmakers and directors speak in a way that sticks with you?

All creation starts in the same place – with an idea. No matter if we’re thinking of a new novel to write, a new piece of art, or a film, it’s all about the idea. What is it about a film that stays with us – that something we saw 20 years ago can make us feel just as amazing when we see it again? How do we apply the things that make films special to what we want to create?

Be Honest and Sincere

One of my favorite movies is Girl, Interrupted. I really enjoy the character study, but the film, for me, is sold at the end, when the main characters are finally having it out. (I know the film was made years ago but SPOILER ALERT ahead) When Winona’s character tells a young Angelina Jolie that she is “dead already” it is one of the most riveting moments of the film. It’s point blank honest where one character tells another exactly what the audience was thinking.

People tell stories at the beginning of presentations and webinars that are about the mistakes they have made along the way. The best characters that we encounter in books and movies are the ones that appear as a bit of a mess. Be honest in your creation – don’t be afraid to personally admit or create a character that is flawed. It’s the truth that people want to hear and enables you to be relatable.

Create to Entertain and Not to Sell

I watched this great documentary called Best Worst Film surrounding a little known 80’s flick known as Troll 2. Everyone, including the actors, freely admits that yes the movie was terrible, but the film still has this national cult following. People love both because and in spite of it being terrible. In the documentary the director was asked about how he felt about the critical review of his film and his response was that he wanted to entertain, and if he achieved that, he was happy.

Now I’m certain that the director of the “worst film ever made” didn’t set out to have that stigma on his film, but in the end, it made people happy, and he’s okay with that. When we start the creative process, I don’t think the primary of goal of making money should be where we begin; our goal should be to create things that entertain. When we start with the idea in our head that we’re going to be a best seller or a top grossing film I think we lose something in the creative process. We start to nit-pick our ideas when we see them through the lens of “well no one is going to buy this” when what we need to do is create something we can love, and if other people love it too, that’s great.

Emotional Reactions

I’ve often heard that when it comes to an audience’s reaction with a film, the filmmakers just want you to feel something. Obviously the preferred reaction would be for you to leave the theatre and say it was the “best film ever” but let’s be honest – the list of Oscar Winners is short. Movies like Schindler’s List do not create those kinds of happy emotions, but they do make you think, and for a film maker that’s a perfectly acceptable reaction.

When you start to create something, you should have an idea of what you want your audience to feel by the end of your creation. Do you want to write a book that will make people happy? Are you trying to create something that will stir controversy and conversation? Determine that in the beginning but don’t be afraid to let something change you along the way. Creation is kinetic.

Creativity begins in many of the same places and just because our end result isn’t that of the film maker, we can still learn a lot from the way they approach their craft, and apply it to the way we approach ours.

Are You Trustworthy?

There's a lot of rhetoric that surrounds the conversation of "great customer service". I've seen a hundred posts about what makes a company stand out and I've even written a few of those. A couple of weeks ago, a customer that I talk to on a regular basis told me that she trusted me. It resonated with me - what is knowledge about a product unless you're communicating with trust backing up your words.

What makes someone trustworthy? Are we immediately to be fighting against the stigma of negative customer service experiences that we've all had? What can we do to immediately create trust between us and our customers?

Know and Be Upfront About Limitations

If a potential customer calls me and says they need seven thousand lines on a live conference, I am honest about our limitations in that area. This practice doesn't mean that you have to turn the business away but you need to make sure you’re setting the expectations. "Well, no, I'm sorry, we can't do that but here are some other options that might work for you," is a perfect response. Just because you're letting the customer know what they can expect doesn't mean you can't find out more about their needs and try to work a solution into what you can do for them.

Demonstrate Knowledge about Your Products

One of my favorite discussions to have with a customer is to make suggestions that I think are useful for their needs. When someone calls with questions, the expectation is that I will know what I’m talking about and be able to help them navigate the full scope of our products. Doing this allows me to assist a customer in choosing what is going to work best for them. Simply understanding how your product bills, special rates, and additional features goes a huge way in establishing trust with customers.

Communicate Consistent Messages

Consistency is a huge key to being trustworthy to a customer. Chain restaurants are often designed and laid out in the same way so that no matter where you are, you are in a familiar setting. McDonalds is a great example of consistent layout, design, and menu. We have adopted the same philosophy here. No matter who you call and speak to, you will get the same answer for all of your questions. It’s a more challenging approach because we don’t use scripts and much of our success in consistency comes down to our hiring process, but it can be done. Delivering a consistent message on rates, technology, and even limitations will plant and grow the seeds of trust between you and your clients.

The truth about being trustworthy (heh) is that you have to earn it. You may not immediately get that relationship with a customer, but from the first time you interact with them, you should be doing everything you can to gain that trust. What do you do to foster trust between your staff and clients?

How to Manage Twitter During News Worthy Events

Social media networks like Twitter and Facebook have been a huge boost to information spreading. More than once, I've seen Twitter get ahead of the regular media channels like television when it comes to breaking events. This can be a great thing but there can be some drawbacks when it comes to sharing information on your social networks. Before you go to rush sending or retweeting something, here are three things to double check before you push out a notification to your followers.

Verify before you Retweet

One of the worst things about Twitter is the desire to be "first" on a breaking event. We all make mistakes when we RT things, but there are some people who will see buzz around a topic, go to a Google images search, and retweet an old or incorrect photo of something. Before you hit that send button, make sure that the image you are sharing isn’t from a prior event being incorrectly associated to something current. Additionally, make sure whatever tidbit you are about to send is true. The University of Washington recently published a study that showed the rapid spread of misinformation in the wake of 2013’s Boston Marathon Bombing.

Credit the Right Person

As images and updates start to make their way around, sometimes the image ends up not getting credited to the right person. Recently, a striking photo was taken from a Frisco Rough Riders game and was tweeted out by a local news organization. The picture gained traction quickly and even landed on the front page of the popular sports blog, Deadspin. The problem is that the image wasn’t sourced to the person who took the picture and originally posted it. When a photo is posted, unless otherwise stated, the rights to that photo are from the original person who sent it out and failing to properly credit could land you in copyright trouble with Twitter.

Check the Timestamp

It’s important when you’re sharing information during a newsworthy event that you are only sharing the most recent information. During severe weather awareness week, the National Weather Service conducted a test of retweets and Facebook shares with a “mock” tornado warning. The good news was that the message reached over 800,000 people on both networks – the bad part was that was over a time period of twelve hours, when the average advance notice on a tornado warning is 15 minutes. Before you hit the RT button, take an extra second to see how old it is. In terms of a tornado warning, if it’s older than thirty minutes, it’s out of date and doesn’t need to be sent. It’s the same with any other breaking news event – things change quickly and before you retweet, you need to ensure that you’re sending only the most recent updates.

Do you pause before you hit the send button? What do you do to make sure that being first doesn’t mean that you are sending out old or incorrect information?

Four Inexpensive Tools for Customer Service

If you're considering reevaluating your customer service strategy your main focus is figuring out where you can improve. A business' customer service strategy is not just about what information you're giving customers.

If you want to change your customer service philosophy, here are four inexpensive tools you can implement right away to make a change. I can give the seal of approval on all of these because we use them right here at AccuConference.

Knowledge

One of the most important parts of customer service is that your employees are familiar with your product and your company. When a customer calls in with a question or a concern, your goal is to make sure this is the only call that has to be made. Getting it right the first time makes a big impact on your customers and step one is educating your employees.

Trust

One of the best things you can do is trust your employees and this starts at the very beginning of a hiring process. We have a very specific hiring process that helps us to determine candidates that have the same philosophies and feelings about customer service that we have as a company, and because of this my managers trust me to handle some things on my own and to take a concern to a higher level when I need to.

Voice

This is AccuConference and we are not the droids you’re looking for. (Hah!) We don't use scripting. Sure, we have standard responses to things, but they aren't the product of a script, they are the product of our experience. This is a big difference. Not being on a script gives us the chance to develop a rapport with customers and let them get to know us.

No Bait, Just Fish

An advertisement, whether it is a commercial, a print ad, or even a tweet sets a tone and an expectation with your customers. If you can't deliver on a promise made in an advertisement, then you're suddenly in a position where your first interaction with a potential customer may be viewed as a deception. This isn't a good way to start a relationship and can take a lot of extra work to repair. This is why when someone sets up an account with us they find a low rate, all of our features, and our undivided attention.

How do you approach customer service?

Things You Shouldn’t Say to a Customer

Sometimes we can say things that can be taken the wrong way. When helping a customer, what we say can be the difference between resolving an issue the customer is having or making the customer furious and escalating it. There are words that can have a certain tone or connotation that we may not recognize when we say them.

Blog writer, Keith Agnew, lists words that he believes can kill your credibility. And he makes a valid point with one word in particular. When you start a sentence with the word “actually”, it can potentially have a condescending tone. That’s something you want to avoid when speaking with customers. For example, if you have a customer who believes they have paid their balance in full when they really short paid their bill, you may be tempted to start your rebuttal with “Actually…”. You’re probably just stating a fact, but the customer might think you are being patronizing. Instead, empathize with the customer’s frustration and start your sentence off with something like “I’m sorry for the confusion…” or “Let me see what happened…”. You’ll end up saving the customer the irritated feeling of not being heard and you still get your point across.

Another phrase you shouldn’t use would be “We can’t do that”. Even if you can’t do what the customer is asking for, giving them a flat no isn’t going to solve anything. The customer knows that you can’t perform miracles, but they do like it when you’re able to come up with a solution that fits their needs. I had a customer who needed to have an international call and wanted to use our International Toll-Free Service on their account. There was a problem though. They had a custom conference line with a custom greeting and they would lose the greeting if I added the service to their account. Instead of telling the customer “We can’t do that”, I started my sentence with “The only problem with doing that is…” and explained to them the reason why we couldn’t keep the custom greeting if they switched. I then suggested that they could still have their international call and keep their custom greeting if the moderator outdials to their international participant. Instead of telling the customer we couldn’t do something, I provided a reason why what they wanted wouldn’t work and offered a reasonable solution.

There’s a list of things that you shouldn’t say to a customer when you are trying to help fix their problem. People have even written books about customer service etiquette. Which tells me that those who recognize the importance of what they say and how they say it will have a better chance with understanding their customers’ needs. What words are on your list of things that you shouldn’t say to a customer?

The Fake Smile

Only those who know you, recognize it. It is a disguise to protect you and mask your true reaction. It is frequently used when facing a loss; whether it is a job, a promotion, a loved one, your youthful appearance or even your hair.

Recently, I had a fake smile day. I found myself dreaming most of it and not getting much done. I am a "Doer" not a "Thinker", so checking off a list at the end of the day has always been important. This day, I allowed myself to dream. Dream of what could have been, should have been and what I still want to be. I allowed my dreams rather than my actions to be a better part of the day. It made me cherish existence a little more when I was able to snap back to reality.

I started my day with a fake smile and somewhere along the way. I felt the smile and allowed it to be real. I set this feeling free. It is a not a great day, but I challenge myself to make it a good day, because I realize that life is a gift and a dream can make it even better. If you can use the fake smile long enough, it may evolve into you actually feeling like smiling. And if you take some time to dream, you may find a reason to smile.

Follow Your Instincts in Customer Service

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?

Three Ways to Boost Your Conferences in 2014

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.)