Task lists are interesting animals, aren't they? Almost organic in nature, they seem to grow overnight, evolve, mock us and elicit guilt just as easily as a living, breathing creature.
One of the most definitive indicators of whether a week will be productive and positive or frustrating and negative is how sure a grip I have on my To Do List. Most of us struggle to track and manage the myriad of small activities we need to accomplish. Here are a few tricks that help me - I hope they help you too!
Put tasks on your calendar. I've become religious about doing this, and it is a great tool for time management. You see, your to do list isn't just about remembering all the tasks... it's about making time to complete those tasks. Simply listing things on a sheet of paper doesn't give you any idea of how much time will be required to accomplish them, or help you organize your schedule to find that time. A calendar (unlike paper lists) is finite. There are only so many hours in a day. And when you think through how each pending job fits into the big picture of your day, you are forced to get realistic about what will get done and when. When you make a conscious decision about when and where you are going to do something, the chances of you accomplishing that task increase dramatically.
Do it now! There is no time like the present. When I update my To Do List there are inevitably a ton of minor tasks that make the list seem more daunting than it really is. Look through your To Do List every day and find the phone calls to return or the documents to mail. It never fails to amaze me how many things have been languishing on my list for weeks that, once I decide to do them, take only a few minutes. I've learned that those things should be done immediately. The sense of accomplishment and relief you feel in seeing your To Do List drop dramatically in 30 minutes is priceless.
Schedule tasks according to when they are due. I don't view every task with the same urgency. Some items on your To Do List probably need to be done today. But many of them don't. Don't make the mistake of listing activities with no order, dates or rank. A random list of tasks ranging from personal chores to phone calls to pressing project deadlines isn't very helpful for prioritization. Whether you use an A/B/C system (with A being urgent and C being eventually), or you cluster tasks by date, make sure you go into each day with certainty about what must be accomplished and what might be accomplished.
Don't do it. I know, this is a funny suggestion, but there truly are things on your To Do List that don't matter. It's OK to delete tasks and move on. Let's say there's a book someone mentioned that you want to purchase or a thank you note you've intended to write for two months - is the earth going to explode if you don't do it? No. The task only exists because you've created it, and no one else will even know if you don't accomplish it. Be willing to let some of these jobs go when you're feeling overwhelmed. If actually deleting the task from your list completely goes against your nature, another option is to create a 'Someday List'. This is a great place to house those little things that you'd like to get to one day, but which don't matter in the present. A URL to look at, a book to buy, an old friend from high school to reconnect with... the Someday List is the place!
That's my system. By staying on top of your To Do List, you'll avoid the horrible feeling of trying to outrun your To Dos, the shame of missing an important deadline, or the guilt of ignoring things that really matter.
Tuesday, March 29, 2011
Thursday, March 10, 2011
Building Loyalty in Younger Customers
Something interesting is happening the customer relations game... historically winning strategies and services are not working on the youngest customers in the marketplace. Companies that have maintained a positive public image and strong consumer loyalty for decades are faltering in their ability to connect with the thirty and under crowd.
Why? There are typically a few key factors contributing to the lack of appeal to young customers:
The dominant sales model is oriented toward the company and not the consumer. Take, for example, buying automobile insurance the traditional way. You have to deal with an agent in person. This individual holds all the cards. They take your information, assess your situation, and make recommendations. You never see all your options, competitors rates, outside reviews, or anything else to reinforce the validity of the deal you're offered. You're expected to trust.
The younger generation isn't so big on blind trust. Wise beyond their years, they want to see the complete picture, take an active role in determining what is best for them and drive the decision to buy. The traditional sales model is not set up for that dynamic. In fact, many companies consciously try to hide negative reviews, competitors pricing and lower cost alternatives from their customers. This attitude will not fly with twenty-somethings! If they perceive the sales process to be focused on maximizing corporate sales and not acting in their best interest they will view it as untrustworthy and shop elsewhere.
You have to communicate in the manner your customers prefer. Twenty-somethings don't connect very often in person - especially for business. They don't like to talk on the phone. They live in a world of text messages, Facebook, Twitter, chat rooms and YouTube. Forcing them to engage in meetings, endure multiple phone calls, read reams of impenetrable documents in small print or navigate a clunky website is sure to make them hate you. My daughter recently informed me that email is 'old-school' and she doesn't check hers very often anymore.
For most large organizations human interactions are based on a model from the 50's and even their online tools and resources are more in tune with 90's technology than 2011. In order to build real relationships with younger customers you have to join the 21st century! Otherwise they will do business with you only grudgingly and run to a competitor the first chance they get. Going back to our auto insurance example, Progressive is stealing young customers left and right from players dominant in the industry for decades. They show competitors rates side-by-side with their own, allow customers to easily shop online, never force interaction with an agent, share testimonials, and offer a plethora of policy options.
Alignment of quality and care claims has to match your customers' reality. Every company says they care about meeting their customers unique needs... every company claims to have an appealing and intuitive website... every company says the sale will be quick and simple. We've all heard the claims, but they seldom match what happens in real life. Baby boomers and middle-age professionals are likely to sigh and buy from you anyway. Twenty-somethings are disgusted and they leave.
Rethink your website. Openly share information and elicit feedback. Make as many transactions as possible online. Introduce apps. Provide multiple signals of quality. Use email, text and social media to offer updates, discounts and reminders. And when someone does have to deal with a human being - you had better make it an efficient and positive experience. If you don't, eventually a competitor will come along who realizes that it is 2011 and they will decimate your market share.
Why? There are typically a few key factors contributing to the lack of appeal to young customers:
The dominant sales model is oriented toward the company and not the consumer. Take, for example, buying automobile insurance the traditional way. You have to deal with an agent in person. This individual holds all the cards. They take your information, assess your situation, and make recommendations. You never see all your options, competitors rates, outside reviews, or anything else to reinforce the validity of the deal you're offered. You're expected to trust.
The younger generation isn't so big on blind trust. Wise beyond their years, they want to see the complete picture, take an active role in determining what is best for them and drive the decision to buy. The traditional sales model is not set up for that dynamic. In fact, many companies consciously try to hide negative reviews, competitors pricing and lower cost alternatives from their customers. This attitude will not fly with twenty-somethings! If they perceive the sales process to be focused on maximizing corporate sales and not acting in their best interest they will view it as untrustworthy and shop elsewhere.
You have to communicate in the manner your customers prefer. Twenty-somethings don't connect very often in person - especially for business. They don't like to talk on the phone. They live in a world of text messages, Facebook, Twitter, chat rooms and YouTube. Forcing them to engage in meetings, endure multiple phone calls, read reams of impenetrable documents in small print or navigate a clunky website is sure to make them hate you. My daughter recently informed me that email is 'old-school' and she doesn't check hers very often anymore.
For most large organizations human interactions are based on a model from the 50's and even their online tools and resources are more in tune with 90's technology than 2011. In order to build real relationships with younger customers you have to join the 21st century! Otherwise they will do business with you only grudgingly and run to a competitor the first chance they get. Going back to our auto insurance example, Progressive is stealing young customers left and right from players dominant in the industry for decades. They show competitors rates side-by-side with their own, allow customers to easily shop online, never force interaction with an agent, share testimonials, and offer a plethora of policy options.
Alignment of quality and care claims has to match your customers' reality. Every company says they care about meeting their customers unique needs... every company claims to have an appealing and intuitive website... every company says the sale will be quick and simple. We've all heard the claims, but they seldom match what happens in real life. Baby boomers and middle-age professionals are likely to sigh and buy from you anyway. Twenty-somethings are disgusted and they leave.
Rethink your website. Openly share information and elicit feedback. Make as many transactions as possible online. Introduce apps. Provide multiple signals of quality. Use email, text and social media to offer updates, discounts and reminders. And when someone does have to deal with a human being - you had better make it an efficient and positive experience. If you don't, eventually a competitor will come along who realizes that it is 2011 and they will decimate your market share.
Saturday, March 5, 2011
View Video of Client, Wendy Booker, on the Late, Late Show with Craig Ferguson
Click below to view PR client Wendy Booker’s guest appearance on the Late, Late Show with Craig Ferguson that aired on Friday, March 4th! She and Craig discuss, MS, marathons, mountains and her upcoming expedition to the North Pole via dog sled.
Subscribe to:
Posts (Atom)