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Delaware is on the Social Map March 18, 2010

Filed under: Leadership,Successes — Carla Bobka @ 1:58 pm
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The First State

Today Chris Brogan appeared at a social media event in Wilmington DE. Wow, socialebrity in our midst. I was on a call with him yesterday, and he’s dynamite.

The Archer Group, a Wilmington DE based ad agency, put together The Trust Summit (#trust DE). Julien Smith, who co-authored “Trust Agents” with Brogan, and Mitch Joel, author of “Six Pixels of Separation” rounded out the speakers. So, there were actually 3 socialebrities here.

At the same time New Castle County Chamber of Commerce (#NCCCC) was holding a social media session for their members. Their event had a full house, best attendance in years, despite overlapping the #TrustDE event. I was at this event, and it was first-rate. Big shout out to Greg Gurev for hosting and putting together the speakers.

Ken Grant (@kengrantde) has a goal of putting Delaware on the map for the way businesses use social media to grow and thrive. At least the story I heard is crediting him with the idea. Apparently the idea came to him while attending a tweet-up with Delaware’s Governor Markell.

Disclaimer: I’m not a Delawarean. I live in PA, about a mile from the PA/DE line. (And I’m a transplant from Iowa, which some consider makes me from The West.)  My kids go to school in Delaware and at least 60% of what I do happens in Delaware. So I’m invested in the state and interested and intrigued by Ken’s idea. I’ll do everything I can to help.

So anyway, back to the point.  Today 2 big,  well executed social media events happened at the same time in The First State, which is a pretty small place. You can drive across the state in about 20 minutes, unless it’s Friday afternoon during the summer. The social media events per capita today was high compared to other states. Both events were very well attended and got rave reviews.

That puts an exclamation point on Ken’s goal. Congrats Ken, keep it up. You are the first to say it isn’t all your doing, but you are influencing the doers and what they are accomplishing. Let me know how I can help.

 

Resolution Check In February 7, 2010

Filed under: Ideas,Life in General,Successes — Carla Bobka @ 9:33 am
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Is your attention still on your New Year’s resolutions? How successful have you been in being responsible for making them show up?

January 1 seems like so long ago, doesn’t it.

I committed to putting updates in my blog, this where I stand on mine:

  • I’ve been successful in blogging twice a week.
  • My job search is underway, I’ve assembled a coaching staff to assist. Lots of possibility out there, even if the process is changed.
  • VUAEE programming–underway in building; engaged a director of panel reviews; building curriculum for bi-monthly webinar series; website snag is in the process of being unsnagged. (Hi Stephen!) FB page is active and so is Tweet stream @VUAEE.
  • Golf–back burnered until the weather shifts, 24 inches of snow yesterday, ‘nough said.
  • Arcadia Nat’l Park visit–have advise from 2 people who’ve been there

Where are you on your list? Abandoned, still committed, modified out of necessity?

Abandoned isn’t bad. Abandoned isn’t the same as neglect.  Abandoned for a determined reason is a completely different matter. If one of your resolutions is no longer meaningful for a determined reason, walk away with no regrets.

Let me know how yours are going.

Carla

 

Lost Dog! January 1, 2010

Filed under: Life in General,Successes — Carla Bobka @ 11:32 pm

The last moments of 2009 really stunk. During a visit to my parents in rural Iowa, our dog disappeared into the snowy countryside at sunset. After hours of searching on foot and by car, we went to sleep without our beloved dog. Temps dropped to -1 overnight with a -14 wind chill. Needless to say it was a sleepless night. Our New Year’s Day plan to drive back to Pennsylvania was put on hold, and my hopes of finding the dog with nearly every business closed in the little towns surrounding us seemed dim.

There aren’t too many people with much good to say about 2009. Bernie Madoff, massive   recession, 10% unemployment, airplane bombs on Christmas Day, and we still had people in our lives who had been out of work for more than 6 months. Losing Cookie was like a rock on a mud pie sundae.

We had arrived in Iowa on Dec 26, and Cookie is not allowed in my parents house, they aren’t indoor animal people. She stays in the tarp shop, which is dingy, but kept warm with a wood burning stove. Dad can work there without coat and gloves.  Cookie had gotten used to her new surroundings and the kids and cousins had her out to play and sled everyday, nearly all day. My folks live in the country on a quiet road, so there’s no fence, and no reason to chain her. We keep a close eye on her when she’s out since the environment is new.

On New Year’s Eve our family had been in town bowling with the cousins, and Cookie, our corgi was home with Gramma and Grampa. She wouldn’t go back in the garage so Mom left her out and kept an eye on her through the kitchen window. She saw her at 4:00pm, sniffing around the patio where she usually hangs out.

When Dad came in at 4:30 he couldn’t find her. He set off to search for her, looking for an hour on foot, following tracks in the snow. All tracks lead back to the yard, nothing across the road at the big garage or Great Gram’s house. He got in the car and drove both directions–still nothing.

At 6:30 we came home from town and Dad gave us the news. Greg and I set off on foot in the dark. Temps had dropped to single digits and we were just sick. Greg took a tearful Paige in the car to search. They stopped at every house with light, one neighbor gave them a spot light to use out the car window. their kids said a prayer.

I was back at the house with Maggie notifying everyone we knew. I’m the social media chick in the family, it was my job to light up the internet and blaze a streak of awareness between IA and PA.

  • Emails went out for prayers to our closest circle of friends.
  • Emails went out to my huge family with a link to the Picasa album with Cookie pictures, my cousin’s hubby is a cop and I knew he’d light up his law enforcement network
  • I sent out a series of tweets on 2 Twitter accounts, scheduling the same message to go out through Hootsuite at 2 hr intervals
  • Facebook statuses were update for both Greg and I, with a request to all my Iowa friends to add a comment so their friends would see the post and photo
  • Cookie got her own Facebook Fan page so I could buy an add to appear on every Facebook page in the Quad Cities
  • FindToto.com was explored- they would electronically call 500 neighbors once we recorded our message
  • We found the Humane Society phone number
  • I searched for local Corgi Rescue members so I could email them.

New Year’s morning was not cheery for us. Paige had dreamed about Cookie. Not a surprise, she has a connection to the spiritual world. In the dream Cookie was on a gravel road and a lady had taken her in. Paige was sad, but confident Cookie had not spent the night outside.

New Year’s Day is a tough day to search for a missing animal, especially when it kicks off a 3 day weekend. Neighbors sleep late, Humane Society is closed til 10am, even Findtoto.com wouldn’t send calls out til after 10.  My kids were NOT waiting til 10 to resume the search.

After 8 am Dad got on the phone to more neighbors. There were lots of New Year’s wishes, and then the sad news, the real reason for his call. Had anyone seen his grandkids dog.

On the 5th call we hit our 1st clue–my cousin had gone to dinner the night before and picked up what they thought was a friend’s dog on a gravel road. Dad got the details, called Greg to come back from his morning search and off they went to pick up Cookie. She was 2.5 miles away.

Cookie’s Story

David and Kerrie usually take the highway to Slaby’s, but last night they took a short cut, despite the icy gravel road. That’s where they spotted Cookie. Even in the country it’s odd to see an animal sitting in the center of the road. Kerrie thought it was Bella, her friend’s dog. Sally and John had a corgi exactly the same color. David opened the door, hollered at Bella to jump in, and they dialed Sally’s number. Turns out Bella was safe and warm with Sally, but Sally would keep the dog and investigate. The mystery dog had tags, and dumped dogs don’t have tags. This puppy was lost, and Sally would research the rabies shot ID in the morning. Cookie sat on John’s lap all night, and slept next to Sally in bed.

David and Kerrie went on to dinner.  Slaby’s is a little country tavern with great pork tenderloin and $1.50 beer. It’s the kind of place where farmers go for a meal out. Most patrons have known one another since childhood. Everyone found out about the lost dog and the cell phones lit up as they called around to their neighbors; no luck. Until Dad called the next morning.

Did I mention David and Kerrie live across the highway from my parents? 150 yards away. Happy ending, great start to a fresh year. The girls made Thank You pictures and ‘Smore sandwiches and we trekked through the cold to say a personal thank you to David and Kerrie. We were so excited to have our Cookie back, and so grateful to the whole county for caring enough find the owners and protect a stray animal from the weather.

Social media did not help find Cookie. Good old fashioned phone calls did. There are no substitutes for those, so keep a phone handy and don’t be afraid to use it.

 

Social Media Relationships: Is Marketing the right “executer” October 16, 2009

Filed under: Ideas,Successes — Carla Bobka @ 3:54 pm
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Social media success is based on building relationships.  Nearly every HBR article I’ve read in the last 6 months speaks to relationships as the key to business success. So do all the men and women interviewed in NYT “Corner Office” columns.  We were in the age of “our greatest asset is our people.” Now, we have entered the age of “our greatest asset is the Relationships we have.”

Building relationships is not a task; it is an honor.  This may sound hokey to you, so let me take a moment to give you the lens I see through.

The essence of who I am is a relationship person. I happen to be working in the social media industry right now.  I’m not a marketer, although those were required classes at Iowa State (undergrad) and Villanova (Exec MBA), but it wasn’t my major.  Ten years of my career I was in sales.  I was never an all-star at it, but I made a good living in a commission only environment.

During a trade show (in my sales life) a colleague commented on the strength of the relationships I had with my customers; even those with which the company had had some less than stellar moments.  That was the beginning of realizing the distinction between “relationship mgmt” and “sales.”  I’m naturally wired to be better at the former, and that enabled me to be good at the latter.

The next phase of my career was all relationship management or account management oriented. It has enabled me to work in a range of industries, because relationship management by its nature has to work across silos.

Background session over, back to the topic at hand.

Now that business has entered the age of social media, we need to examine where within the organization the proficiencies for building relationships lies.

Yesterday I attended The Conference Board Social Media event in NYC. It was a fantastic day:  great presenters, wonderful exec ed facility, and so much exposure to specific successes and failures, it was completely worth the $1000 to attend.  The audience was mainly communications, advertising and marketing execs from some pretty substantial businesses: MetLife, Southern California Edison, Helzberg Diamonds, T. Rowe Price, SAP, CarMax, Colgate-Palmolive—you get the picture.  Marketing Departments know they need to get their companies in the game, and they were here to learn from others, go home and implement. (Yoday they are in small group workshops-I couldn’t afford both days)

So, in getting started, of course the questions to answer are:

  1. What’s the goal
  2. What’s your strategy
  3. What tactical elements will achieve that
  4. Who do we need to execute the tactical plan

Since social media has SO changed the game of business, we should consider if that’s still the best place to start, and the right order of planning.

It makes sense that the marketing department take on social media. And there should be something you want to achieve.  Lay out the goal-usually it’s “relationship building.” I think the next best question becomes who is most proficient in the skills needed to be successful at executing on building relationships. If you get them involved in building out the strategic and tactical game plan, things will really come together.  Sounds a little weird, I know, but think about it from this perspective:

When you build a relationship in your personal life, do you start with a strategy?

Walk through this with me:

  • Who’s your best friend? (OK-I’m presuming you have one)
  • Did you have a “best friend finding strategy?”
  • Was that part of your personal marketing or personal branding mission?
  • Did you pull out the marketer in you and get started?

What really made the friendship happen:

  • You both happened to be in the same place
  • You found something you both liked
  • You had a conversation; and another
  • They didn’t get stuck on your faults and you didn’t get stuck on theirs
  • Yada, yada, yada—you just keep getting to know more and more about each other, and you liked what you found out

Now back to your worklife–Who in your organization is good at that stuff?

It’s your relationship builders.

Go find them inside your company. My guess is they are in your Account Management group or in your 2nd tier of sales people.  Look through your corporate Rolodex and find the folk everybody knows has killer relationships with customers. That’s not the same as people who do anything to make their customers happy.  The relationship builders have customers who like them even when things don’t make them happy.

Get those people involved in planning and executing your social media strategy.  It comes naturally to them. And they enjoy making others  successful, like you.

 

Habits of Success October 12, 2009

Filed under: Ideas,Leadership,Learnings,Successes — Carla Bobka @ 8:42 pm
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Ken Kowal, a former colleague at Iron Mountain, and currently owner of Solum Sustainable Wood Flooring, has been invited as guest speaker to a business class at Hartford Community College.  The topic he’s been asked to explore is ‘What are the little things that successful people do that make them successful?’  In planning his content, he reached out to ask what I would put on that list.

Here’s my list, in no particular order:

  1. Listen more than you talk
  2. Trust others to execute-don’t be a control freak
  3. Guide rather than command
  4. Acknowledge contributions of others, both 1:1 and publicly
  5. Be willing to fail and know how to do it without drama
  6. Take time to learn from failures
  7. Reach out to all possible resources for suggestions/ideas/guidance
  8. Take time to find and understand the informal power structure of your organization and learn how to gain access to it
  9. Have agility
  10. Don’t do a “big unveiling” of an idea; gain agreement along the path to the final idea.

Your list must be different than mine.  What would you include on yours?

 

When Clients Lash Out August 20, 2009

Filed under: Leadership,Learnings,Strategy,Successes — Carla Bobka @ 2:09 am
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Duck!

Duck!

rt @gapingvoid: the trouble with clients is that there’s always a “Our lives suck, your life should suck too” subtext going on.

The tweet above came through Tweetdeck as I made coffee this morning. Does it sound like one of your clients? Yeah, me too. Not at this moment, but I’ve had my share.
It isn’t you. They don’t hate you. Misery loves company and if no one will come sit by me, I’ll go lasso someone and rope them in.

Ignoring the screams won’t make them go away, at least not for awhile. And then when they do go, they will take their business with them. None of us can afford that.

This is a moment for you to shine. When you do, you will actually strengthen the relationship, despite the momentary tension. Here are some ideas. Use them all, or a combination.

10 Steps to get Through the When Clients Lash Out
1. Have a meeting; in person whenever humanly possible.
2. Listen.
3. Nod your head while keeping your mouth shut. They want to be heard. Defensiveness will only make the situation last longer.
4. Watch-body language is revealing.
5. Listen for what they aren’t saying-there is subtext and you have to discern what the real drivers are.
6. Inquire-be in a state of inquiry to explore the situation to get at the real problem. Inquiry is different than inquisition. Tone means a lot. Watch the tone of your voice, no matter what the tone of theirs.
7. Restate what they tell you-it proves you were listening and demonstrates you care. Right now that’s a lot of what they are looking for.
8. Explore possibilities-don’t make promises. Explore to create something that works for their real purpose. Neither of you know what that is yet, and that’s OK. Explore enough dark corners and you’ll find the right solution.
9. Create a sense of certainty about when you will be in touch again with an update on the topic. Don’t create artificial deadlines unless you are personally in charge of every aspect of the solution.
10. Don’t go alone. Take someone else along. Their job is to keep you calm. Clarify their role before you walk in. Tell them what to look for in your behavior, and have a signal they can give you to point out when you have reached a state of upset/defensiveness. It can be a hand gesture, a phrase or other body language signal. Their pointing to it will be likely be enough for you to get yourself back in control.

Most important for the meeting: leave your phone in the car. No distractions. (Actually, that should be the case in every client meeting, so if that’s not you now, get there)
Carla

 

freesourcing.org July 9, 2009

Filed under: Learnings,Resources,Successes — Carla Bobka @ 2:49 pm

We interrupt the regularly scheduled blog series to bring a special announcement:  When you need to cut costs on business tools and be effective, use freesourcing.org to find reliable tools.

Free tools to help you get back to business

Free tools to help you get back to business

It is a concise listing of many FREE on-line tools to accomplish business tasks.

Where do you need to save money or be more effective:

Free web meetings.  Stop paying WebX and GoToMeeting.

Free finance and accounting software.

Free customer relationship management software-start tracking the relationships you build even if you can’t afford Siebel.  You can afford FREE.

Free project management tools enabling collaboration across geography.

Free analytics to help you see your business in a new dimension.

I just love when someone takes the time to organize stuff for the rest of us and simply explain how we can use it.  Good explanation skills are underrated.

 

Customer Strategy Model June 19, 2009

Filed under: Ideas,Successes — Carla Bobka @ 3:12 pm

Without customers there is no business.  When you lose customers, you lose business.  In today’s economic climate, keeping customers and becoming more valuable to them is vital to survival.  Does your customer base fall into the 80/20 Rule?  If 80% of your revenue is driven by 20% of your customers, you better have attention on those 20%.  You need customer strategy.

Moving a customer relationship forward takes careful planning to ensure effective execution.  As discussed in the past, strategic planning for a customer is your plan for making them successful.  What is next for them, and how can you impact their success in a way that drives your revenue and your overall value in the relationship?  Notice that without serving their needs, yours don’t get met.  Win-win.

Over then several posts I’ll explore a framework for doing just that.  To plan strategy you have to start with a solid understanding of the context you are working within.  That is where we will begin.

Here’s how the model breaks down:

  1. Understanding the Context
    1. Who is the customer
    2. Who is the client to you
    3. Industry Landscape
    4. Goals
    5. External Impacters
  2. Strategic Planning
    1. Plan for the customer within your organization
    2. Components of the strategy within the customer’s organization
  3. Execution

Have a great weekend,

Carla

 

Executive Coaching June 24, 2008

Filed under: Learnings,Successes — Carla Bobka @ 12:46 pm

I changed coaches today.  I am working with Russ and Blake of Qmax.  The experience has been terrific.  They are about expanding leadership capabilities and execution-exactly what I am looking for.  My current field of knowledge and know how are maxed out and I need to expand what I know.  Their technique for helping me see what else is there and possible are exciting.

Lesson One:  Meeting Effectiveness

What is my intention for a given meeting?  Not a goal, that is a specific outcome which limits possibilities.  But the intention is what I want the other party to leave knowing.

How will I know it was successful?  This is the measurement part.  What will success look like? 

Thinking through both these questions has helped my boil down what I want to achieve to a single sentence.  Figuring out what success looks like takes more contemplation.  But it is worth it, it sets the tone for the mood I need to project in a particular setting.  How enthusiastic do I need to be in a New Hire session to drive their enthusiasm.

Blake used to be a recruiter, so he’s looking at my resume.  It is helpful when someone acknowledges you that isn’t what your are talented at producing.  Sure I know myself better than anyone else.  But, that doesn’t mean I can best articulate those skills and successes.  That takes a word-smith.

 

 

Success With a Challenging Customer June 3, 2008

Filed under: Learnings,Successes,Uncategorized — Carla Bobka @ 4:21 pm

We have achieved another success with my most challenging customer!  This is a large, regional bank with +400 locations.  Their geography is from CT to FL.  My tenure as their account manager began in February, when the prior account manager was let go as part of our reorg.  Our service to the bank includes weekly visits to each location by our mobile shred trucks.  Since the inception of the agreement the customer has required daily reporting of which locations are serviced each day, and notification of any where the service needed to be rescheduled.  The reporting structure was designed by our sales team, and due to their lack of knowledge of what reporting is available in our systems, they promised something that is undeliverable.  Guess what the Purchasing Dept thinks about that!  Talk about friction.

The state of this reporting has stymied the growth of the relationship and additional opportunities.  I have been challenged to resolve the issue so we can move forward.  However-we’ve now developed a solution that works for both of us!

Here is how it happened:

At a meeting in February, our Chairman read an email from Radio Shack.  That relationship had been suffering for similar reasons.  The email documented the customers delight in the shift in the tide of the relationship primarily due to improvement in our reporting and communication on daily shred visits.  I decided to reach out to our President of Global Standards, who was mentioned as instrumental in the turnaround.  Harry lead me to a team that had developed a solution.  Kim (my customer service associate) and I sat down with that team to see if we could develop a similar solution for the bank.  With their guidance to Kim on the analysis of the available reporting, we have come up with a framework that serves the customers overall need. 

Kim has done a phenomenal job in executing and delivering this.  She has learned how to read the report and interpret it for accuracy.   Ray just wants a score card for how well we are executing on our commitment, and to know about any service issues before a branch calls him to tell him their service was missed.  That’s not asking too much. 

Our resulting report accomplishes that, on a daily basis.  My fear was the district level follow up that would be required would bog Kim down for several hours each day.  When I took over the account another staffer was spending 9 hours a week on the report and the results were questionable.  And it was being delivered weekly, not daily.  As it turns out, Kim has refined the process so she spends between 15-45 minutes a day on the process.

The customer is getting exactly what he asked for, and our resources are not tied up for an unreasonable amount of time trying to execute.  Win-Win!

 

 
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