My Webinar Experience Gone Wrong: How to Blow Up Your Sales Funnel With One Word

Webinar Etiquette 101...and It Doesn't Involve Cuss Words

It's been awhile since I participated in a webinar and thought I'd get back into the saddle and sign up for a digital trends webinar. I won't disclose the company's name because I don't want to give them any publicity whatsoever. The data they were presenting sounded interesting and I'm always doing market research. As a copywriter and content strategist for a boutique marketing agency, I'm always looking to hone my skills and knowledge and stay on top of digital and tech trends.

I received a few reminder emails in my in-box yesterday morning so I thought the webinar was starting right then and there! I hurried to log into the webinar and the "started" button was lit up for the webinar. I assumed that the webinar had already started. As soon as I logged into the webinar, the first thing I heard out of the presenter's mouth was the F bomb. Now this isn't a fly-by-night training company either. They have international offices and their clients include Google and big-name PR agencies. I actually know people who work for these agencies and for Google.

I was completely turned off and disgusted that a professional would use such language in a webinar. I immediately contacted the webinar coordinator via email and told him I was appalled and not to send me any more information about their webinars. I explained that as soon as I logged into the webinar, the only thing I heard was F bombs being dropped. Beyond tacky and completely unprofessional. IF I had a presenter who swore like a truck driver on MY webinar, they would never be asked back.

So the story gets even more interesting...I logged in while they were having a meeting and he was getting his presentation ready. He said it wasn't defensible but he forgot to turn his mic off. Rule #1 when conducting a webinar: turn OFF your mic if you don't want people to hear you OR don't make the webinar go live until the scheduled time!!

I will give the company credit for promptly replying to my email about what happened. The company rep apologized and said they were "mortified." No doubt, they should be mortified...and doing everything they can to repair the damage. They encouraged me to listen to the webinar and assured me that the presenter was professional. I'm not a complete ogre and I know things happen in the heat of the moment so I gave the webinar presenter another chance. I actually was impressed with the webinar and the data presented and even asked a question. Ironically, I was the only one who showed up online for the webinar. I don't know if other people listened in via the phone.

Even though I was annoyed after what transpired, I pride myself on being a consummate professional and I tried to give them the benefit of the doubt. I appreciated the fact that the account manager did his best to smooth things over with me. I was exactly the demographic they needed to target, and I could have been a potential client. "Could" being the key word. I'm not interested in their services anymore!

But here's the kicker of this webinar gone wrong...

This morning I received a recording and slides of the presentation which the VP was nice enough to send me. I couldn't believe he had the gall to PITCH me their training services in that email. Really, you're going to try and peddle your services to me after what happened? What part of "your fellow employee dropped the F bomb and totally offended me" did this company NOT understand?

I thought to myself: this company really can't be THIS disconnected, can they? Obviously, they missed the communication memo with me somewhere. Yes, I gave them positive feedback about the webinar and liked the data but I never said, hey, please send me more information about your services!

After that happened, there is no way on this planet I would ever hire this company to train ME on how to better engage with MY clients via digital and social media strategies. They can't even engage properly with me in a positive way. I feel like I should be training THEM on how NOT to write down-your-throat sales pitches after you piss off a webinar participant. They threw me a bone with a freebie but I don't even care at this point.

This was my first experience with their brand/company and despite their apologies, that lame attempt at a a sales pitch slammed down my throat was the kicker and turned me off completely. I will say it again, and cannot stress this enough when it comes to reputation management and brand marketing. First impressions make a lasting impression and this company made a lasting impression on me...a negative, offensive one that can't be repaired. 

How to Protect Your Online Rep From Spammers & Scammers

I had the privilege of collaborating with friend and colleague, Karen S. Elliott. Karen and I are on a mission to to spread the word about how to protect your online reputation from pesky scammers and spammers. 

About Karen S. Elliot

Karen was raised by a mother who wanted to be an English teacher and who worked for Merriam-Webster as a proofreader and an aunt who could complete the Sunday New York Times crossword puzzle in a day. Their favorite expression was, Look it up! Karen reads punctuation and grammar manuals for fun. Her favorite book is the dictionary.

Karen is an editor and proofreader, blogger, writer, and grandmother. You can find her at her website, The Word Shark and her blog. Connect with Karen on Facebook, Twitter, LinkedIn, and Google+.

Part I - by Karen S. Elliott & Therese Pope

From Karen –

I had an old “friend” contact me via FB. I remembered as soon as I saw her name why I stopped being friends with her. I did not want to connect with her and told her so. She came back with an abusive email (ah, the memories) about what a lousy friend I had been, about all the favors she’d done for me in the past, etc. Made me wonder, “If I was such a lousy friend, why did she want to renew contact?” I blocked her. Problem solved.

My experience –

I had a client who had a stalker on Facebook that escalated into a harassing situation. The stalker sent my client’s editor a crazed message about him, and claimed he was a fraud, etc. She went on a rampage and proceeded to stalk him on other article sites and left nasty comments. Stalker-lady then left disparaging comments and attacked me and my company on an article site. The client and I took action immediately and contacted the site’s editor. I received a personal phone call from the editor, and they assured me they would not tolerate stalkers who attack their writers. Stalker-lady was banned as a result of the action we took.

How to Protect Your Computer

"An ounce of prevention is worth a pound of cure." – Benjamin Franklin. Wise words and he didn’t have social networking.

We should all have spyware, web protection, virus protection, etc. installed on our computers. If you don’t have virus software installed, check out the following anti-virus software: McAfee, Avast, AVG, etc.  

Email

At this point, all email programs have automatic spam filters. You can also set additional parameters for blocking odd emails. Mark incoming mail “spam” if it looks suspect or block specific email addresses. Best bet – don’t open any email if you do not recognize the address. And for goodness sake, don’t open attachments from anyone you don’t know!

Your social networking

Facebook  

It’s best to set up parameters when you first start your page, however most of us just started a Facebook page and floundered through. From Karen: “My son was going to Iraq and he wanted me to join Facebook, so I did. I didn’t investigate anything, I just started a page.”

My experience: I originally joined Facebook because I have siblings in the military and they were stationed all over the country and world, and it is easier to keep in touch via Facebook updates.

As we all know, Facebook changes applications without consulting any of us billions of users, so check your security periodically.

Maintain a modicum of privacy on your Facebook profile. Allow little to show except basic information until you are friends with someone. Don’t “accept friend request” without knowing who that person is, how or why they are approaching you, or what their intent is.   

How to create privacy settings for new Timeline:

Go to Privacy Settings > How Tags Work and change the settings for "Maximum Timeline Visibility" from "Public" to "Friends."

If you're super-intense, you can change those settings to "Custom" and choose "Only Me" -- then you'll be the only one who can see the posts.

Limit your past posts -- which may have been made public at the time -- to Friends only. To do this, go to "Limit the Audience for Past Posts" and click "Manage Past Post Visibility," then "Limit Old Posts." This will change all past posts to Friends-only, even if you initially made them public.

Facebook Timeline Privacy Tips - http://www.pcworld.com/article/249019/facebook_timeline_privacy_tips_lock_down_your_profile.html

From the Facebook Security pages: “Once you block someone, that person can no longer be your friend on Facebook or interact with you (except within apps and games you both use and groups you are both a member of).”

Reporting abuse or policy violations - https://www.facebook.com/help?page=798

Twitter

Watch for comments @your-name-here. You can set Twitter parameters so that everything with @your-name-here is delivered to your email (if email is the first thing you check, this might be helpful).

If you realize a tweeter has a problem with you or the comments escalate, consider “Report a Violation” under Help Center Guidelines and Best Practices, Safety Center, Reporting Violations. Then block, unfollow, protect.

How to block users on Twitter - https://support.twitter.com/articles/117063

WordPress Blog  

Handling and reporting abuse - http://en.wordpress.com/abuse

Set safety parameters on your Dashboard, along the left side list of options, go down to Settings, Discussion, and it will take you to page that says Discussion Settings. Set parameters as you see fit.

Dashboard drop-down menu under the Blog Tab – Manage Comments – you’ll see Unapprove | Reply | Quick Edit | Edit | History | Spam | Trash. Pick whatever response is necessary to manage individual comments made on your blog.

You can also delete troll comments. Go to Dashboard, Comments. When the comments list pops up, click the little box to the left of the commenter’s icon. Under Bulk Actions - Unapprove, Mark as Spam, or Move to Trash; then Apply.

 Blogger (Blogspot)

After logging into your Blogger account, go to the Settings | Posts and comments tab. Under the Comments settings, choose accordingly. If you want to moderate comments that people leave on your blog: under “Comment Moderation?” click on “Always”. You will receive an “Awaiting Moderation” message. You will then need to review and manually approve comments. If you receive spam comments, you can report them as “spam” and pesky spammers will be blocked from leaving comments on your blog.

According to Blogger (run by Google):

“Here are some examples of content we will not remove unless provided with a court order:

• Personal attacks or alleged defamation
• Parody or satire of individuals
• Distasteful imagery or language
• Political or social commentary”

 For more helpful tips on how to report abuse, check out Blogger’s Support Section.

Stay tuned – tomorrow Karen and I will post Part II which includes LinkedIn and Google+. We will also share loads of websites with information on what to do and who to contact if you think you are being targeted or stalked.

What Stops You From Telling Your Story?

Last week I wrote a pitch for a guest blogging spot for a health/wellness-specific blog. My friend forwarded it to me because of my background and journey with yoga. My friends and family know that I'm Miss Yogini and that yoga is a part of who I am. The criteria of the pitch was to send a brief synopsis about your personal health and wellness story. I sat and thought about it for awhile. I've had a long journey with yoga; yoga has played an integral part in my life and goes beyond just "exercise" for me. I couldn't imagine NOT practicing yoga and meditation. 

As I wrote my pitch, I thought about the twists and turns my life has taken over the years, and how yoga has been the glue that has held me together. I don't think I would even be an entrepreneur if it hadn't been for the positive influence of yoga, and how it's helped me mind, body and soul. No matter how stressful or crazy my day or week has been, I simply return "to the mat" and know all is right in the world...or at least, in my world.

People don't like talking about themselves. I have worked with clients who were "phobic marketers" because they did not want to come across as braggarts. The ego is a funny thing and can be a double-edged sword. But without your ego, you couldn't get up in the morning, put on your clothes and walk outside that door (or sit at your desk, if you work from home!). However, the ego has a mind of its own, and can also turn someone into a narcissistic show-off (as I have seen in social networking groups).

How can you tell your story without coming across like a fake or a boring windbag? Where & how do you start?

We all walk different personal and professional paths. Our experiences make us stand out and set us apart from each other. However, don't let your ego or your insecurities get in the way of telling people your story. 

If are shy and not sure how to overcome your story-telling barriers, try these tips below. Even if it's merely passing along sage business advice that your grandpa once told you when you were younger, that's a step in the right direction...AND it's definitely part of YOUR personal story. 

Create content that resonates honestly with who you are, and what your brand, products and services represent.

Whether you are the manager of a high-end retail clothing store or write ebooks about dog breeding, find your authentic voice and stick with it. The best way to tell your story is through blogging. You don't have to be a Pulitzer Prize winner to write a blog that captures readers' attention. And don't copycat other people's blogging style. Find a style that fits well with your business climate, industry and  your personal voice. Before you start blogging, research other blogs in your industry/niche to get a "feel" for what's out there. Check out my blog editorial tips. 

Do people know HOW to find you? Where can they read your story? 

• Is your bio hidden on page 5 of your website? Do you even have a bio? 
• Are your press releases and articles included on your website? 
• Make sure you have a section on your website or blog (About or Media/Press Section) that organizes your content in one place. It makes it easier for people to quickly find you and to learn about your story. 

When was the last time you searched online for your name or company brand?

Enter your name or company name into Google. What comes up in the search engines? If you don't have ANY information listed about you or your brand, that's not a good sign.

Sign up for a Google Profile and always include a warm, engaging photo on your social media networks. You don't want someone else telling your story for you...tell your own story! Make it easy for people to find you via your picture and online profiles. You want to stand out in a good and positive way -- especially if you have a common name. 

How do you share your story with others online (or offline?) I'd love to know! 

 

 

 

 

 

 

 

Good Customer Service Goes Beyond Your Company's Social Media

When I experience bad customer service from companies, I try to learn from the experience and ask myself: how can I better serve MY clients? It is also a good reminder for me that I wouldn't be in business if it weren't for my loyal clients. 

I find it disappointing that large corporations such as Toyota and Alaska Air have forgotten the basics of their customer service. Despite the fact that I shared my unpleasant experiences with their company on their social media, the buck stopped there. Alaska Air sent me a canned email response but it was a sad attempt to make up for the bad customer service I received. You would think they would bend over backwards to keep me as a customer since these companies have to be extra competitive these days. Few people are buying new cars in this economy, and people can choose Alaska's competition. 

It's one thing to respond to customer complaints on social media, but companies need to take it one step further to ensure that their customers walk away satisfied and happy. My suggestion to these corporations such as Toyota and Alaska: take your customer service offline and return to the basics.

Have I heard from Toyota since I received their canned "we are sending your complaint to our upper management" response on their social media? No. Have I received a letter directly from Toyota apologizing for the fact the dealer almost ruined my car because they installed the wrong recall part in my car? No. Have I received an apology letter from the local dealer where this happened or was I offered a complimentary oil change from the dealer to make up for what happened? No. If I had received an apology letter or even an offer of a free oil change, I would have a lot more respect for Toyota's commitment to their customers. 

Think about this stat and how an unhappy customer could negatively affect your business AND your bottom line:  

According to the White House Office of Consumer Affairs in Washington, DC, a dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people.

In this tenuous economy, companies cannot afford to lose customers due to negative experiences. As much as I tout the benefits of social media and online reputation management, remember to connect with your customers BEYOND social media. Treat your customers like real human beings and not just a number floating around the cyber ethers! And pick up the phone once in awhile to connect directly with your customers and clients. It's nice to hear a real, live voice -- make sure your customers know that you care! 

 

Death Threats Against Women Bloggers Must Be Stopped

I thought Labor Day would be an appropriate day to share this post. Women have worked hard over the years to break down glass ceilings and make their mark on the business world. I thank the courageous suffragettes, women's rights' activists, and ALL women who have suffered and struggled so I can sit here today and freely express my opinions and viewpoints via the written word.

Domestic violence against women is a cause near and dear to my heart. I had the privilege of working a stint with the CA Partnership to End Domestic Violence and heard Robin Givens speak about her personal domestic violence nightmare when she was married to Mike Tyson.

I was infuriated when I read this blog post by Naomi Dunford, successful entrepreneur of IttyBiz. As a female entrepreneur and blogger, the power and strength behind her words really hit home with me. I'm a big fan of Naomi's blog and love her sassy energy. Her blogging style may not be everyone's cup of tea, but NO ONE has the right to threaten death against another  human being based on what Naomi writes. Death threats equal hate crime, and should never be taken lightly. Whether you are man, woman, or child, NO one has the right to make you feel unsafe online and this is a form of "online terrorism". I definitely won't sit back and allow my voice (or my fellow female writers' voices) to be stifled.

I encourage you to take a stand today and spread this message along with me and Naomi. We will NOT tolerate violence against women - in any way, shape or form! As women (and men who love and support women), we must stand together and fight.

"What you can do:

Today, I’d like to ask you to do a few things for me.

First, please share this. You know how.

Second, do something amazing today – write, create, share – and do it as loud as you can.

WE know we can never be silenced. Now it’s time to show THEM.

They will not stop me. Don’t let them stop you."

As a writer, I allowed my voice to be stifled far too many years. I even had an ex-boyfriend who told me I would never make it as a writer (as a copywriter, I proved him wrong!)

I dedicate my blog post today to Naomi Dunford and ALL female bloggers, writers and creative kindred spirits. I also dedicate to women who have first-hand experienced violence against them, and who have triumphed. Don't EVER let anyone threaten, intimidate or scare you into NOT expressing and sharing who you truly are.

To the cowardly hate mongers: you will NEVER silence our collective female voice and we will not tolerate your violent threats against us. 

Book Marketing Tip #1: How To Handle Negative Online Criticism

After you write and publish a book, it seems like friends, family and colleagues come out of the woodwork. Hopefully, they send along kudos and congratulations. However, there are those curmudgeons who take it upon themselves to put down your successes and efforts. Unfortunately, negativity goes with the book marketing territory.

I tend to ignore the Negative Nellies and Neils of the world, but sometimes you have to fight fire with fire -- in a positive way.

My number one suggestion to authors who handle their own marketing is to make sure you have a solid online presence. Maintain a strong author brand that stands out in an engaging way. You don't need to spend thousands on a website, but make sure your site is filled with positive book reviews and testimonials -- that's the best place to start.

The BEST way to handle negative criticism on the internet is to counterbalance with positive press and reviews. If you sell your book on Amazon or Barnes & Noble, check customer book reviews on a daily basis and respond immediately to negative attacks. If appropriate, I recommend including links in your comments -- directing people back to your website, positive book reviews, etc. 

Remember to be respectful and courteous, even if you disagree with the person's negative comments. Everyone loves to be a critic, and people love drama. Just don't give into the drama and remain level-headed and leave your emotions out of the equation. I've had my share of online attacks and criticism, and the storm eventually passes -- people become bored and find another target. 

The reality is that NOT everyone in the world is going to love your bok. People love to state their opinions (both good and bad), so be prepared for whatever comes your way. Don't wallow in other people's negativity. I have seen this happen often with self-published authors. They become frustrated, throw in the marketing towel, and give up altogether.  They take the criticism to heart and go into hiding. 

Remember to consistently stay on top of your online reputation, and you will be ten steps ahead of your book marketing...and the negative naysayers!

 

When Your Reputation Is On The Line: Are You Prepared for Negative Attacks?

One of my clients recently came to me with a sticky situation that involved negative personal attacks against him from someone he knows. I hate to see ANYONE go through online attacks, but since it happened to one of my clients I felt even more compelled to write about online reputation management again -- one of my favorite topics. In my PR 101 days in college, it was hammered into our brains to always have a contingency plan no matter what. 

How PREPARED are you for negative attacks online? Do you have a plan? 

You can't control what people say about you, but you can stay on top of your online reputation. Unfortunately, there are negative people out there who like to stir the pot. Even if the negative comments they post are false, you need to be alert and prepared.

A word of caution: DO NOT engage in online 'debates' or fire back with personal attacks in retaliation against that person. You just open yourself up for further retaliation and you come across as unprofessional. Also, you never know people's mental status online and it's easy to track down personal information about you and your company. Play it safe. 

As I mentioned in previous posts, if the negative comments cross the line and you aren't sure how to handle the comments, please seek legal counsel. A lawyer can help you further clarify your situation and give you proper legal advice. Refer to the definition of libel below: 

"Libel is defined as the defamation of a person, business, group, product, government, or nation that is made in written or printed words or pictures. In order to be libel, the claim must be in writing, it must be false and the person making it must state or imply that it is factual. In other words, libel means printing or implying something negative as if it were true, when it is not. The publication where the libel occurs is assumed to be read by persons other than the person defamed." 

 

 

 

 

 

 

Social Media Scandals & Weiner's Infamous Tweet

Social media can be your best friend, but it can also be your worst enemy. I wrote a blog post about how one word can ruin your credibility. In Rep. Weiner's case, it only takes one indiscreet photo.

I won't spend too much time on Rep. Weiner's guilty admission to the scantily-clad tweet he sent. I'll leave that to CNN. It's unfortunate that social media --once again -- has been used for unethical purposes. Charlie Sheen took advantage of Twitter for his own promotional purposes -- where there is celebrity smoke, there is Twitter fire. 

With politicians, scandal will follow at some point (i.e. President Clinton and Monica Lewinski, etc.) - that's a given. However, does social media platforms such as Twitter make it easier for politicians and celebrities to air their 'dirty laundry'? (no pun intended). 

I readily admit that I'm a news junkie and stay on top of late breaking news. After Rep. Weiner's awkward press conference yesterday, it makes me wonder where we are headed with social media. With just one Tweet, you could ruin your future or you could be famous (or both). On a positive note, PR agencies will never go out of business. 

 

 

 

 

 

 

 

 

How to Write Blog Posts That Don't Backfire

Last week I pointed out the damage control I did on my blog, and bloggers who mislead their audiences with erroneous information. Today a fellow colleague pointed out an article that caught her eye - and not in a good way. This marketing blogger included the slang word 'sucks' in his headline and his topic was ''why your blog content sucks.'

By using the word 'sucks', it gives the post a negative connotation. His audience is savvy marketing professionals. Why would you use the word 'sucks' in a headline talking about how to write professional blog content? That's an oxymoron and as the reader, I didn't take his message seriously. I was disappointed with his word usage - not to mention the headline was insulting  to me as a professional marketer. His tone implies that all business professionals churn out bad content. 

It doesn't matter whether he included helpful tips or not in his blog, he set a negative tone from the very beginning with the word 'sucks' in his headline. I wrote a blog post a few weeks ago about the social media blogger who used the word 'funnest' in her post. The same rule applies - pay attention to your language and think about your readers.

I know what you're thinking - why am I being so picky about language when blogs are supposed to be casual and informal? It's one thing to write in a casual way, but it's another to use inappropriate language that doesn't resonate with your audience. Words have energy and create a life of their own. There's enough negativity in this world without using words that speak down to and insult your readers (which equates to turning off your target markets and possible clients).

Take the time to re-read your blog posts - review the following questions before you hit the publish button: 

1. Could I offend or insult my audience with the words, language, jargon, etc. that I include in my post?

2. Is my tone preachy or condescending?

3. Does my headline grab people's attention in a positive way? 

4. Is my content relevant, timely and appropriate for my audience? 

5. Have I researched and checked my facts, sources, interviews, etc thoroughly? Do I have enough knowledge and past experience under my belt to write about this particular topic? 

It doesn't take much for your blog to backfire on you, so make sure to re-read and edit your posts before you publish them. 

 

Do You Have a Social Media Crisis Plan?

Online reputation management is one of my favorite social media marketing topics. Companies need to take proactive steps just in case a social media attack happens. However, most people wait until the last minute and take the 'knee jerk' approach to their online reputation. They also don't have a full grasp on what their followers, customers and clients really say about their brand.

Don't wait until the last minute to throw together a plan. If you don't have a social media crisis plan in place, here are 3 easy steps you can implement today to protect your online reputation:

1. Don't delegate your social media campaign to an inexperienced intern or employee - Many companies make the mistake of handing over the social media reigns to a younger 'Gen X' intern or employee. If you are a one-person team, take charge of your social media or hire a social media consultant to manage your campaign. If you work for a larger company, delegate social media campaigns to your marketing or communciations manager. Implement strategies to build solid relationships with followers and implement a social media editorial calendar. It's important to stay on top of your campaign and be consistent with posts and updates. 

2. Practice social media 'fire drills' - Sit down and create a step-by-step social media crisis plan. For example, what if your company was attacked by a disgruntled customer and blasted your blog, Facebook, Twitter, website, etc. with nasty comments about your company? Don't live in fear, but remember to forge key relationships with customers and industry leaders. It helps your reputation if you have followers on your side who can publicly defend your brand. 

3. Beware of Facebook page 'hijacking' - There's a nasty trick that's running rampant on Facebook pages. Competitors are sneaking onto company Facebook pages and overrunning them with negative comments. This is commonly seen with social cause campaigns - the equivalent to a virtual sit-in/protest. Check your Facebook page on a regular basis, get rid of spam comments (spam runs rampant on Facebook pages as well) and respond to attacks in a professional, courteous manner. If a customer becomes over the top and makes threatening comments against you or your employees, make sure you have your lawyer's number handy. Don't hesitate to seek legal counsel if you aren't sure how to handle defamatory comments.  

Social Media Taboo Topics - What Not to Post

When it comes to what NOT to post on social media, my advice is if you wouldn't say it to your mother's face, then don't post it on your social media! 

To post or not to post - what topics are off limits in social media? It seems like social media has turned into a free-for-all - anything goes...or does it?

Think about how you conduct yourself at an in-person business networking event and apply those same rules to social media.Be professional and courteous. People like to hide behind social media because of the anonymity, but you aren't as anonymous as you think you are!

What are considered 'off limit' topics?

1. Trade secrets and confidential company information - No brainer right?  You would be surprised. Company employees have accidentally 'leaked' confidential information via social media. Review your company's social media policy (if the company has a policy in place) to make sure you follow correct social media protocol. Many companies delegate one representative to handle their social media which is a smart idea!

2. Nasty, negative comments about your boss, employees, customers, etc. - Another no brainer but I see it happen all the time on social media (and people have been fired as a result of said nasty comments).

3. Sex, religion and politics - This is the old stand-by rule but it comes into play with social media as well. However, there is always an exception to that rule - especially if you work in politics, are a rabbi or preacher, and/or a sex therapist. Just use your discretion and always be respectful of other people's opinions and viewpoints. Agree to disagree and be professional!

4. What you ate for breakfast, you had food poisoning for ten days straight, etc. and other mindless, inane topics that share way too much information. - Social media has turned into a haven for drama and another platform for unnecessary gossip. If you are a chef or a restaurant reviewer, food would be an appropriate topic to discuss but save the pointless "way too much information" topics for offline (or better yet, just forget the gossip altogether). The key to social media is to build your credibility. How will you build credibility as a viable expert in your field if you tweet about your daily menu 24,7 or the latest office drama? 

5. Blatant spam/sales pitches - Just don't do it. Don't spam or blatantly sell in your posts. It's really annoying and you will quickly turn off people. Who wants to be known as 'that' annoying spammer that no one wants to friend or follow! 

What are your social media taboo topics that you won't touch with a ten foot pole? 

 

 

 

 

 

Your Personal Brand - What's Your Story?

We all have a story to share. We check off credentials on our resumes, social media bios and give our elevator speeches at meetings. As a business owner, what's your personal brand and even more importantly, what's your story? Personal branding is basically the way you (the person) market yourself to the world. It's also been called "self-packaging." 

Look at the personal brand of Tiger Woods. He's one of the best examples of how a personal brand can go down the tubes quickly (especially when that personal brand is tainted in the public eye). I can't think of one person on this planet who doesn't know the name Tiger Woods. Tiger equals pro billion dollar successful golfer which then turned into Tiger Woods, cheating husband and target of all celebrity gossip columnists. Wheras the tabloid gossip around Tiger's infidelities has simmered down, his brand definitely took a hit (especially on his wallet).

Your personal brand is what and how other people perceive you - and it's unavoidable! The labels and perceptions (whether true or false) people associate with you become tied to your personal brand. That's why it's important to tell your story before someone else tells their "version" of your story.

What Does Your External Brand Look Like to the World?

Your external brand is the "image" you project to the world - whether online or offline. 

Let's say Mrs. Mary Jones is a stay-at-home mom who raised kids for 20 years and created her company and products/services to help other busy moms make their lives easier. This "image" is portrayed on her website via her bio, website copy/design, etc.

Then we have another website - Ms. Jane Smith Off the Street who also sells similar products. What's Jane Smith's story? What makes HER an expert when it comes to child-related products? Jane Smith doesn't have a bio on her website and I don't know anything about her. Given that information, I'm buying my products from Mrs. Mary Jones based on the story I read and based on her experiences and expertise as a mom. 

So...do you have a story? Are you sharing it with your customers and clients? How does everyone else "see" you and your company? What are their perceptions? Good? Bad? Indifferent?

 

 

 

 

 

 

5 Steps to Avoid Negative Posts About Your Business

Before social media, a business could still be successful without being perfect. If customers were left unhappy or unsatisfied, then it was unfortunate but business owners didn’t necessarily lose sleep over it.

With social networking, it’s a completely different ball game now when it comes to customer service. With an endless supply of social media sites at their fingertips, the average (and sometimes spiteful) customer can now post scathing reviews that can easily keep away new customers.

If your business and/or employess fail to perform at your customer’s standards, then people will complain – that’s a given. And unfortunately, it’s a possibility that employees will get fired because of these negative complaints. As the saying goes: hell hath no fury like an ex-employee scorned.

It takes more than a few positive reviews online to effectively combat online negativity. Here are 5 easy steps to keep your online professional reputation intact.

#1 Never ignore complaints. All it takes is one negative tweet to that person’s 700 “friends” to bring an abrupt halt to visitor traffic on your site. And remember, people online feel like they have a cloud of anonymity to hide behind, so they won’t hold back. Respond to complaints immediately and always act professional - don't engage in online battles with customers.

#2 Offer compensation to unsatisfied customers. If conducting business with you was somehow an unpleasant experience, make sure you offer them reparation in the form of a freebie, refund, discount, etc. to encourage their future patronage.

#3 Develop a group of positive, loyal customers that are willing to make positive posts about your business. It might seem like cheating, but they are your real customers who really like your business, so why not?

#4 Send small tokens of appreciation to your more loyal customers who post positive comments. It’s amazing how much people value even the smallest gift when it’s unexpected - and it shows you really appreciate your customers' loyalty to your company.

#5 Make sure your terminated employees receive an exit interview. Sometimes employees just don’t work out and need to be let go. No one is more potentially harmful than an ex-employee when it comes to posting scathing comments. Exit interviews are critical, because it gives that person a chance to clear the air and vent complaints. You don’t want a disgruntled employee airing their grievances in a rash of angry tweets or Facebook posts.

Don’t wait until it’s too late. Just one negative post from an angry customer or ex-employee could be your demise. By following these five steps, you’ll always be ten steps ahead of what’s being said about you online.

How to Play Nice on Social Media - Think Before You Post

As I wind down my series, How to Create Your Social Media Calendar, I wanted to share a few tips on how to "play nice" on social media. Sometimes we tend to forget that manners still apply to the Internet, and I think it's important to bring up up this point again. Don't use social media for your persnal "whiner" board. Social media isn't online journaling, and should not be used to to air negative grievances. Who wants to read complaints 24,7?

Before you blast your boss or co-workers on your Facebook, think before you post. Emotions can get the best of us, so take a few moments to calm down, breathe deeply and clear your head. 

Remember the following tips when commenting and posting updates:

1. You could possibly get fired  for what you post on social media accounts - there has been a lot of controversy in the news about this topic. Employees think this violates their freedom of expression but employers think otherwise. Unfortunately, many employees have lost their jobs and have also been sued as a result of what they posted about clients, fellow employees and even bosses. In this turbulent economy, that's the last thing you want to do - to lose your job! If you are a job seeker, be extra careful - your online past could come back to haunt you.

2. If you don't have anything nice to say, don't say anything at all. It's all about playing nice and being courteous to others on social media. Social media isn't about posting rude remarks and comments. People have a tendency to use social media as a smoke screen - because they are hidden, they think it's okay to be rude and mean.  Stay away from posting offensive language - it's not cute and only makes you look ignorant. 

3. Show respect for people's diversity. Remember that social media is a global audience and English could be a second language for some social media users. Derogatory comments about race, religion, culture or sexual orientation  have no place in social media (or offline either).

4. Use common sense. Don't post personal or confidential information about yourself or others. You definitely want to post contact information on your profile, but be cautious when  sharing information about your children, spouses, etc. Sometimes people aren't who they say they are on social media. Never give out your personal financial or bank account information. If someone wants to conduct a transaction with you, make sure it's legitimate and do your homework before buying any product or service via a social media interaction.

5. If you are a disgruntled customer or client, you have every right to post your complaint on social media platforms but don't pick online fights. Constructive criticism goes a long way. Companies want to know what they're doing wrong, and how they can improve (it's all about you - the customer!) Make sure you have all your facts straight before you post "incriminating" evidence about a company. Don't believe every rumor you read on your friend's Facebook wall. Investigate on your own - don't just jump on the negative bandwagon because everyone else doesn't like ABC Company. One false comment based on a rumor could really damage a company's reputation. 

If you can play well with others on social media, you will have a better chance of connecting and making real, authentic social relationships - remember that your future client could be reading your next  tweet. 

Why It's Time to Give up Toxic Gossip in the Professional World

This weekend I heard an excellent teleseminar presented by author and speaker, Susan Shapiro Barash, about how gossip damages friendships and relationships.  I've seen this happen on professional social networking sites such as LinkedIn. There is this constant  juvenile back stabbing mentality that is fueled by competition and jealousy - it just needs to STOP. I have written blog posts about this in the past and it's a topic that is not addressed enough.

We all have been the gossiper or the one being gossiped about at some point in our lives. Whether it's been in our social or profession circles, gossip is just toxic and hurts a lot of people and ruins reputations. 

Social media makes it easy for people to easily gossip about other companies, employees and clients. It's one thing to create a positive buzz about your products and services and company brand, but it's another to be a virtual gossip and slam other people and companies online. 

After listening to Susan, I realized that the tips she provided cross over to our professional relationships. It's time for the professional world to drop toxic gossip - "if you don't have anything to nice to say, don't say anything at all." I'm not advising against expressing your opinion or standing up for your beliefs and ethics. However, don't stoop to a negative level. If you earn a reputation as an online gossip (or even an offline gossip), no one will want to do business with you or buy your products or services - not to mention they will stop inviting you out to lunch!

Another tip: Take an inventory of your relationships. Are you hanging onto clients or colleagues who are toxic and aren't making a positive impact on your life or business? Ditch them! They will only drag you down in the end and think about your ROI - is it really worth their drama?

Think of it this way - would a good friend or ethical business colleague/client turn around and text something about you or post something in a group email IF they were a true friend or business partner? The answer is a resounding NO.

When it comes to gossip, it could potentially ruin a person's professional reputation - whether the rumor is unfounded or not. Think before you type (or speak). Would you want someone talking about you in an unfavorable way? We all are working hard to build our professional reputations. It doesn't help when someone gossips about you behind your back - whether online or offline.

Keep the online "word-of-mouth" clean, light and GOSSIP-FREE! Leave the gossip to the celebrity tabloids who have way too much time on their hands.