Wise Bread (Julie Rains)

Getting the Most Out of Free College-Planning Resources

Julie Rains — Wed, 15 Feb 2012 10:48:09 +0000

Having heard so much about the difficulty and stress of choosing, applying to, and getting accepted into college, I was concerned that I needed to spend lots of time coaching my son during his senior year of high school, looking over his shoulder, asking the right questions, pursuing varied choices, and more. Now that this process is over, I realize that neither my son nor I did everything exactly right. But effective use of these free resources gave us enough direction to help him land a slot in the freshman class of the college of his choice. (See also: Wise Bread's College Guide)

Here are the resources that were useful to my family.

Online Resources

There are many online resources that help students with college planning. College Board, College Navigator, and CollegeView help you find colleges and universities that meet your requirements. Others, like Unigo, provide insights into college life.

Because my son was already using College Board to register for the SAT, practice solving sample problems, and send test scores to colleges, this site was a natural go-to source of information. Admittedly, I have a love-hate relationship with College Board. This organization is the sole provider of the SAT and other standardized tests (such as AP course tests and SAT Subject tests), which play an expensive role in providing information on prospective students to colleges and universities with seemingly uncertain returns on investment.

I love the site, though, for its free resources. There you can find colleges that fit your criteria and determine if you fall within their requirements. It lets you specify your wants in a college or university and drill down to a short list of possibilities. This process can be useful in developing a preferred list of colleges and universities or locating a safety school if you aren’t selected for your top choice. Anyone can use this feature, but you’ll need to sign up for a free account if you want to save your searches and their results.

To get started, go to College MatchMaker:

Make your initial selections, then “submit and continue."
Keep going or refining your results until you have a manageable number of colleges to consider or there are no more selections to be made.
Click "see results" when you have finished specifying relevant information.

Specifying the college major is not intuitive. Here's what to do so that you can find colleges and universities with the academic programs you want:

Select a college major by entering keywords or selecting categories, press “go,” and then select majors among the results, adding individual or all selections to your list.
Find schools that have at least one of these majors or all of these majors by selecting the "any" or "all" radio button.

After you make your list, learn more about each college or university. Key items to note are admission requirements and academic stats on class rank and GPA under "At a Glance." You can also check out other characteristics like what type of student housing is available, campus and city amenities, and special non-academic programs.

What Worked for Me

My son's top choice was UNC-Chapel Hill (my alma mater), but I felt he needed a Plan B, aka "safety school." Using the College MatchMaker, I found a school that met his criteria for location, setting, academics, and size. He and I both wanted a larger school with all the majors of his choice so that if he changed his mind, he could easily switch his course of study without having to transfer to another college or university. Finally, we looked at admissions criteria to make sure that he really was applying to a safety school based on its admissions requirements and his qualifications.

Guidance Counseling Office

Guidance counselors can help you navigate the college selection and application process. Many school-based counselors carry a heavy student load, so it is helpful to prepare a list of questions or specific agenda for a meeting.

Over time, I learned about guidance counseling services, which include:

Providing you with information on class rank, beginning as early as the end of freshman year
Writing letters of recommendation for college applications and scholarships
Sending transcripts to schools on your behalf or providing you with official transcripts in a sealed envelope
Providing a list of scholarships offered by universities and area organizations
Offering guidance in exploring careers and colleges that match your talents and strengths.

Access to an educational consultant was free to my family, who offered his services at no charge to members of his church (which included our family). Some of these services might also be available through a guidance counselor:

Assistance in selecting target colleges or universities based on academic achievements plus desired courses of study
Clarification of college goals, preferences, and needs
Guidance on summer activities that will be meaningful to the student and colleges
Advice on classes to take and extra-curricular activities to highlight
Responses to specific questions about the planning, selection, and application process

What Worked for Me

The guidance counselor assigned to my son changed at least once during his high-school career. His reticence and the changes were a couple of reasons we didn't use this resource as much as we may have. However, his designated counselor did write a letter of recommendation based mainly on his high-school resumé, review of his academic record, and a meeting with him. Also, the team of counselors pulled together to help him get testing accommodations when he broke his right arm a few days before the SAT.

The counselors at my son's school developed a process for student requests of transcripts, which was useful to know given the strict deadlines for admission and scholarship applications (plus the tendency of some students to wait until the last minute to make a request). This process covered mail and electronic submissions, timelines from receipt of request to fulfillment, and methods of documenting completion of requests.

The educational consultant offered intelligent, sound, and objective advice to my son. He outlined the college planning process, created a short list of colleges and universities for consideration, and answered specific questions my son had throughout his high-school career, like whether to re-take the SAT.

School and College-Sponsored Forums

Forums with panel presentations and Q&A sessions are often held by high schools as well as colleges and universities. Guidance counselors may speak at school events. At systemwide and college- or university-sponsored events, representatives from many schools are available and they take turns sharing insights. The topics covered in these sessions might include:

How to choose, pursue, and showcase high school courses and extra-curricular activities
Overview of admissions philosophies and insights into the selection processes
What not to do
Profile of ideal students (or discussion of the fallacy of an ideal student)
Methods of navigating the college-applications process so that you will meet all deadlines

What Worked for Me

An admission forum helped my husband and I to feel comfortable with our son's choices of activities. We learned that honest, dogged pursuit of what was interesting to him was way more meaningful than dabbling in activities esteemed by grown-ups.

A presentation by the guidance counselors on the last day of my son's junior year was helpful to get started during the summer before his senior year, when he was not overloaded with class assignments. This session also helped me understand how the counselors perceived their roles and the family responsibilities in planning and applying for college.

In regard to the essay, I learned that admissions staff are most interested in getting a glimpse of the student's personality, not reading perfectly written documents. Just as I was debating whether to ask my son to continue improving his essay, a friend told me that the university reps warned against parental meddling, often evidenced by abrupt changes in tone and style. As a result, I encouraged him to make edits that he thought were needed and stayed calm when one of his former English teachers told him that the essays weren't all that good.

Colleges and Universities

The college and university representatives who I encountered in face-to-face, online, and phone conversations were surprisingly honest and accurate about what makes a good match between the school and student plus what steps to take in getting your application to them. You can easily access their advice via websites, blogs, phone calls, and campus tours to get this type information:

Academic programs
Admission standards and selection processes
Application procedures and deadlines
Opportunities for study abroad
Eligibility for merit and need-based scholarships and financial aid

What Worked for Me

Because my son's interest in exploring universities beyond Chapel Hill was almost non-existent, we used these resources on a limited basis. However, I did enjoy learning about how UNC had changed since my graduation during a campus tour. And admissions officials there and at one of my son's safety schools were patient and kind when answering my questions about application processes.

What free resources did you use to plan for college? Tell us how you make the most of them in the comments.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

Your 31 Hidden Networks That Can Help You Land Jobs

Julie Rains — Mon, 13 Feb 2012 19:00:35 +0000

This series is brought to you by TurboTax Federal Free Edition.

As a job hunter, you know that networking is often essential to finding a new position. You may have already called your old boss or sent your résumé to the neighbor who is a human resources manager.

But you know more people than you realize. Tap your hidden network of contacts, which can help you on the path to landing a great position in many ways:

Alert you to job openings or potential opportunities
Explain areas of responsibility and duties associated with various functions and job titles, and how these fit within the organizational structure
Provide recommendations, either on paper or via LinkedIn
Enlighten you on attributes desired by the hiring manager and team members
Offer you a position or introduce you to someone who can
Advise on how to navigate the candidate screening and selection process.

Take a moment to consider who you know in these networks:

School Contacts

Your initial list of school contacts will most likely include high school and college buddies, sorority sisters or fraternity brothers, and members of your alumni association. That’s a great start but there are more who fall into these categories:

Classmates in leadership development schools and colleagues in training programs for professional and industry designations

Former teachers, counselors, advisors, and coaches

Past professors, particularly those who consult with corporations as well as those who serve on advisory boards for entrepreneurial ventures and non-profits

Community college instructors, including those who hold full-time positions at area businesses or freelance in their specialty areas

Parents of your child’s classmates, whom you may encounter at school events or serve with on volunteer committees

College or school-specific groups within the university system (for example, there are networking opportunities with the University Alumni Association and Kenan-Flagler School of Business at the University of North Carolina at Chapel Hill)

Alumni chapters that meet largely for social interaction

LinkedIn groups associated with your college or university

Athletic and band booster clubs

Community Groups

If you are involved in a faith community, you have probably called those you see on weekly basis. You may also network with people in your local civic or chamber groups.

However, there are many people in community-based groups that you meet with face-to-face on a regular basis but you haven’t considered as part of your network. By serving (or sweating) side by side, they may know much about your work ethic, value, and dedication to teamwork as well as your ability to lead meetings, recruit and organize volunteers, coordinate special events, etc. Think of people such as:

Volunteers with outreach ministries, either directly associated with your church or comprised of people from many churches in the wider community

Cycling, running, and triathlon club members

Members of your community pool and tennis club, fitness facility, or local “Y”

Fellow artists or performers associated with arts associations, theater groups, or dance troupes

Members of affinity groups such as book clubs

Parent volunteers associated with scouting groups and youth athletic teams

Service Providers

You might have gotten in touch with a corporate recruiter or your career-services provider as soon as you realized that you needed to find a new place of employment. Other service-oriented people may be able to help also, such as:

Fellow job hunters and organizers associated with community job-search support groups

Your accountant and attorney, who may know business owners and hiring decision-makers

Your insurance agent, who likely comes into contact with thousands of people each year

Your barber, dry cleaner, bike mechanic, etc. who also know a lot of people

Work Networks

Naturally you think of your old boss or the owner of the company where you worked. Others from your past work experiences include:

Customers, who can attest to your excellent service and industry knowledge

Vendors, who are familiar with how you conduct business

Colleagues, who may have matured and grown professionally since you last worked together

The children or the parents of coworkers (depending on your age, those who are a generation younger or older may be excellent contacts within your hidden network)

People you met through trade associations and professional groups

Online Contacts

Of course, you think of your direct LinkedIn connections and perhaps your extended network (mine contains more than 3 million people), but consider these also:

Facebook friends

Those in your Google+ Circles

Twitter followers

Online forum leaders and members with whom you interact on a regular basis

Friends, Relatives, and Neighbors

You have probably let your circle of friends, family members, and next-door neighbors know about your job search. But consider those whom you’ve known for a while but may not see quite as often:

Friends of friends, including those who may be more connected than you realize because their volunteer activities, front-line positions, or avocations puts them in contact with community or business leaders

Far-flung relatives or those outside of your immediate family, whom you see infrequently but predictably at family reunions and weddings

Current neighbors, including those in your neighborhood association, plus those from childhood and early adult years and the now-grown children of your neighbors.

Are there hidden networks that you have tapped to help you land a job? Share in the comments.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

The Senior Resume for High School Students

Julie Rains — Thu, 02 Feb 2012 10:48:18 +0000

As a career-services provider, I have developed resumés for high school seniors to accompany their college applications. Much of this work involved organizing innumerable details of a laundry list of activities, highlighting academic and extra-curricular achievements, and demonstrating leadership skills.

Now, as the mom of a high school senior, I have a different take on the high-school resumé. While learning about the college-application process, I discovered that this document was not supposed to remake my nearly adult child into the most stellar applicant ever (though, certainly, there are students who reasonably have such a goal) but to show who he is. More precisely, its purpose is to shed light on how he spent his time, what novel and difficult situations he encountered, and what he valued (evidenced by how he allocated his hours in high school), whether in sync with his parent's desires or not.

So, I'll share with you the specifics of what I learned, hoping to relieve some stress and improve your productivity during your senior year. (See also: Great Ways to Improve Your Resume Today)

Why a High-School Senior Needs a Resumé

The best reason to put together this type of resumé is to capture what’s relevant about your high school career in order to help you develop your applications to colleges, universities, or technical schools. Specifically, you will use this information for the following reasons:

Provide insight to teachers, counselors, supervisors, etc. for letters of recommendation
Discuss your background with guidance counselors and college advisors
Identify topics on which to elaborate in personal statements and essays
Recall information to complete various sections of college applications and scholarship applications

And, unlike most types of resumés, the main purpose of this document isn’t to win a job interview or land a job. However, those who may be pursuing work-study arrangements, a part-time job, or an internship can make adjustments to emphasize work experience, entrepreneurial ventures, and freelance activities.

What to Put on the Resumé

The guidance counselors at your school probably have a form for you to complete or an example to follow. Use that as a guide to make sure you include pertinent information. Depending on your school’s requirements, complete the forms as requested, but feel free to create your own version of your high-school history (or take a look at this example resume I made). Typically, the major categories are:

Name and Contact Information
College and Career Choices (optional)
Academic Record with info on Class Rank, GPA, SAT scores, AP classes, etc.
School Activities
Community Activities
Work Experiences
Honors and Awards
Other Items of Interest (such as personal interests that are not covered in the above categories or a short personal statement indicating obstacles you have overcome, like a learning disability, personal or family setback, or unexpected change in circumstances)

When you are putting everything together, most of the information will emerge naturally. You’ll remember which years you played soccer or volunteered at the humane society, the fall seasons that you ran cross country or played in the marching band, and the dates that you were in the school play or were inducted into the honor society.

But other information may be tougher to bring forth, so take your time to recall as much as possible, whether you immediately consider an activity relevant or not. Ask your parents, friends, and grown-up advisors (like teachers, coaches, youth group leaders, etc.) about things you may be missing.

How to Categorize, Explain, and List the Activities

Some items, like your name and AP courses taken, will be easy to categorize and need no further elaboration. A few are straightforward, like your participation on the soccer or swim team. But many are more complicated, as certain activities could fall under more than one category plus need elaboration for readers to understand.

Place activities in the category that makes the most sense to you. For example, my son tutored elementary school kids during the off-season and worked on a Habitat for Humanity project as a part of an outreach program organized by the head football coach. Likewise, he completed service hours as part of membership requirements for the academic honor society. Rather than placing these items under “football” or “honors,” he classified these activities as community service.

Explain and elaborate on certain activities. Most people have heard of Habitat for Humanity, so listing the item is sufficient. But the two weeks that my son spent repairing homes and getting to know impoverished homeowners in rural areas with a lesser-known group can use some explanation. And special designations or leadership roles, even minor ones, need elaboration; that is, tell us if you were a photographer for the yearbook or the sports editor for the school newspaper.

Figure out and give time frames for each activity. Specify frequency and over what period of time. Be consistent with each activity, using the same types of references for all items (for example, list junior year or Grade 11, summer after junior year or Summer 20XX rather than a mixture of these formats). Many applications will request hours devoted to each activity, which can be useful but is not necessary for this type of resumé.

Add or adjust categories that best reflect your activities and accomplishments, even if this means deviating from a standard format. For example, consider a heading for awards to list accolades associated with music, science, and scouting apart from academic honors; a separate section for these makes sense even if most people you know don’t have such a heading. Create an experience category if you have held a traditional job, run a side business, or earned money by providing manual labor for neighbors. If you'd like, add a personal statement so that you can have that information handy when you fill out applications.

Senior year should be fun. This mom's advice is to go ahead and put together the resumé as early as you can so that you can move quickly but thoroughly through college applications.

What have you learned about writing a high-school resume? What worked best for you?

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

How to Run Your First 5K

Julie Rains — Thu, 26 Jan 2012 10:48:12 +0000

The Couch to 5K Running Plan and similar programs have inspired and prepared thousands of people to run a 5K. But not everyone who starts such a program crosses the finish line.

Age, weight, height, strength, and prior conditioning influence how quickly you can move from an inert state to a 5K finish line. And, if you are short like me and many of my friends, running 30 minutes at a beginner’s pace (the goal of many such programs) will NOT allow you to cover 5 kilometers (3.1 miles).

Since re-starting my fitness regimen after a 15-year hiatus, I have run a handful of 5Ks plus a couple of 10Ks, completed a sprint triathlon, and finished epic bike rides. Though I have developed new friendships by participating in these events, I'd love to see some of my longtime friends run a 5K. Those who have started have been quickly sidelined by injuries or gotten off track for various reasons.

The promise of quick results is appealing (and attainable) for many people, but if a 9-week or even a 12-week program doesn't work for you, there are alternatives. I thought about what it took for me to finish my first 5K and got advice from an expert in exercise physiology. Here are our suggestions. (See also: How to Run Without Music)

Running a 5K: What Worked for Me

Having athletic experience from my youth gave me the background knowledge to prepare myself when I was older. It wasn't fast, but I made steady progress. Here are the techniques that I used to get ready for my first 5K.

Allow Plenty of Time to Get Ready

When I decided to tackle a 5K, I had been lifting weights and doing cardio workouts for several months. I doubt I could have gotten ready within a couple of months after just starting my exercise regimen.

Allow enough time to build cardio capacity and strength and account for setbacks. Common reasons for missing workouts and not staying on track include:

Bad weather (for those who do not have access to a treadmill or indoor track or don't have winter running gear)
Illness
Schedule conflicts (you underestimated your obligations, things came up unexpectedly, or your running partner couldn’t make scheduled runs)
Injury

A longer timeframe allows you to focus on your goal but still take breaks (or weeks off) when you must and resume running without guilt or fear of failure.

Stop Looking at Your Watch

At the suggestion of a fast-running friend, I bought a Garmin Forerunner 305 that tracks my pace, distance, and heart rate. I look at this device attached to my wrist (my “watch”) frequently — probably too much. But while I love tracking the numbers, I have noticed that many people are confused by too much information. They just want to run, or walk, or whatever. Whereas the numbers tend to energize me, figuring out and following a formula (running for 90 seconds, walking for 90 seconds, for example) zaps the energy and resolve of many.

When I first started, I noted my time and tried to track my pace loosely but spent most of my effort just running, recovering while walking, and then running again. I paid attention to my body, not a specific regimen.

So if sticking to precise time frames of running and walking is difficult, do what works for you. Strive to run more and more, but don’t get upset (or give up) if you can’t run as much as you’d like, especially soon after you start.

Go the Distance

After I signed up for a 5K, I decided to make sure that I could go the distance first and then worry about my speed. Finishing the race was much more important than my time.

I started focusing on running 31 times around an indoor track that was approximately one-tenth of a mile (an alternative is to map out a route of 3.1 miles). My fatigue and time at the end of that distance became my “worst case scenario.”

Completing the distance in a workout gave me a confidence boost. Then I could relax about the race and use energy previously devoted to stress toward fitness.

Note, however, that the first event I signed up for was a “cross-country race.” I welcomed not having to run on paved roads with traffic but had no idea that this involved running on a trail in the woods, having to navigate tree roots and, uh, hills. (Don't let hills scare you though — practice running up them or decide to walk them on race day.)

Lift Weights

One of the biggest problems I had when I started running again was knee pain. I started using machines to increase my strength, and my stronger muscles were able to protect my joints. Later, I was able to continue running and improve without having to spend a lot of time in the weight room.

Rest and Recover

When I restarted my fitness regimen, I found that I needed large amounts of recovery time, at least 2-3 days instead of the usually recommended 1-2 days. That means that I ran just one or two times each week, rather than three or four times.

In many cases, simply resting enough between workouts helped me to recover from minor injuries. If I had kept pushing despite pain, then I may have caused damage that would have taken weeks or months with physical therapy, rather than a few extra days of recovery here and there.

Another reason to allot more time to prepare for a race is to give your body the time to build strength and complete the workouts at a pace that works for you.

Eat Well

Improve your diet at the same time that you improve your fitness. One of the reasons that I got back into my exercise routine was to avoid heart problems that both of my parents and one of my in-laws developed when they got older. I adopted dietary recommendations given to them, specifically started reading labels and avoiding trans fats. I am not sure, but I often wonder if my diet helped me to push myself to a higher fitness level.

What Experts Recommend

Sarah Dlugosz at Kingley Health spent five months getting a group of obese and previously sedentary individuals ready for a 5K. She gave me tips on what worked for them.

Do Interval Training

Interval training involves pushing yourself and then recovering lightly before pushing yourself again (at regular or random intervals). To incorporate this type of training into your regimen, alternate running at moderate and fast paces, increasing speed over time. The speed helps boost your fitness level and, naturally, helps you finish the 5K at a faster pace than otherwise. (Note that physicians are consulted prior to beginning the program.)

Log Distance and Speed

Track your distance and speed. Seeing results (that is, increasing your distance, speed, or both) is motivating and inspires you to stick with the program.

Run With a Group

Running with a group creates a social and fun atmosphere that keeps you engaged. These fellow runners serve as accountability partners, as Matt suggested in his article on sticking to an exercise plan.

Celebrate Milestones

By tracking your progress and running with friends, you can identify and celebrate running milestones on the path to finishing your first race. Sarah suggests that milestones may include running a mile without stopping or running a couple of miles without pain.

Get Technical

Prior to starting the program, participants received a Functional Movement Screening (FMS) along with a fitness assessment. Those with any asymmetries, immobility issues, or instability were given corrective exercises to ensure proper bio mechanics. They also followed any guidelines that their physicians may have had.

Stretch and Practice Sole Training

Stretch after running, not only your legs but also your feet. Sarah uses sole training, exercises designed to improve strength, flexibility, and stability in the feet and ankles. (I have never had problems with my feet until I started training for a half-marathon. Though I am not familiar with this method, I have found that stretching my feet after a long run has helped deal with pain and prevent injury.)

How did you overcome problems to run your first 5K? Share your tips in the comments.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

How to Express Condolences Without Saying Something Stupid

Julie Rains — Mon, 23 Jan 2012 10:48:11 +0000

Until recently, I felt awkward and unprepared when someone I knew experienced the death of a family member. My reactions were typically neither swift nor smooth. Stockpiled sympathy cards were rarely accessible when needed. Visitations and memorial services often conflicted with my schedule. Plus, I was never sure whether my presence would be comforting or annoying.

I just didn't have much firsthand experience with these types of things. Still, I tried to do the best I could, observing other friends’ actions and hoping that whatever steps I took were welcomed and encouraging, not intrusive or depressing. After receiving condolences when my mom died a year or so ago, I became better equipped to handle this task. The types of messages that I received were varied, making me realize that there is not one right way but many ways to express sympathy. (See also: 25 Ways to Communicate Better Today)

Here are ways of expressing condolences that have worked for me.

Post a Message on Facebook

Use Facebook only if the news has been shared publicly, preferably on your friend's wall. Realize that your job is to express sympathy, not announce the death or discuss details surrounding the death or the family’s reaction to the world.

Note that some FB announcements are straightforward, like “My grandmother died yesterday.” But others are subtle, such as “I will always remember my dad from this picture.” Confirm the death by reading other wall posts or checking your local newspaper. Then offer a kind response in the same tone as your friend's announcement.

Send a Card

Buy and send a card, or write a note that expresses your sympathy. Say that you are sorry to hear about the death and, if you know you can follow through, add offers of help or support. And, while it is usually fine to share your experiences that may be similar to the one your friend is dealing with, don’t assume that you know exactly how she feels or what she is thinking right now.

The great thing about sending a card is that the recipient can reread these and feel your sympathy again at a later time. Sure, she can pull up your email from her archive, but the physical aspect of a card or note (and the extra effort you took to sign your name, address an envelope, and buy a stamp) is comforting.

Send an Email

The advantage of email is that you can respond quickly and reach those who may be traveling to be with their families and/or arranging for services. So, if you correspond with a friend or acquaintance via email on a regular basis, then this method is fine. Just say that you are sorry to hear about the death and wanted to make sure that you were able to get in touch sooner, rather than later.

Leave a Message on Legacy.com or an Online Guestbook

Express sympathy and share a memory of a positive experience with the deceased. Don’t reference the circumstances of the death; that is, avoid saying that you were “shocked” and instead state that you were “saddened” by the news.

Call

Most people do not call because they are concerned that the family is usually overwhelmed immediately following the death. Close friends may call to express sympathy and offer assistance with arrangements, meals, etc.

Visit Your Friend at Home

Paying a visit is a kind, memorable way of expressing condolences but should be reserved for those with whom you are close and have known for a while. The days immediately following a death can be busy and difficult, so pick your time carefully, calling ahead or scheduling a time via email.

If you feel conflicted about a visit, stay away or bring food as an excuse for a short visit. Tell your friend (or her family member who answers the door) that you are sorry about the death and can't stay long but you wanted to bring something that could be helpful in the next few days. Grieving families are not picky, but many may be inundated with food in a short period of time. To be extra helpful, consider these food-giving tactics: 1) bring a frozen entree with reheating instructions that can be used immediately or later in the week, 2) give a gift card to a favorite restaurant or deli that will make choosing the next meal easy, or 3) give non-perishable items that can be stored easily, such as a basket of fresh fruit or healthy snacks.

Go to the Visitation or Funeral

If you want to express your condolences (and don’t know the deceased very well), then attend the visitation or wake. These are typically dress-up affairs and black is still appropriate. Most will have receiving lines that allow you to talk with your friend and meet the family. Introduce yourself, explain how you knew the deceased, and express your sympathy. Depending on the length of the line, share a story about the deceased that the family members may have never heard.

If you knew the deceased or are particularly close to the friend, attend the funeral in addition to the visitation (though sometimes these are combined). Your goal is to be present and show your support as there will be little time to speak with your friend during the funeral; remember to sign the guest register for a remembrance later.

Say Something When You See the Person

This technique can be problematic because you may not be able to predict how soon you will see the person and whether you will be able to speak privately to her when you do. Still, face-to-face contact is a great way to express sympathy to someone, whether she is a long-time friend or a recent acquaintance. Most people will appreciate your acknowledgement, especially if the death is fairly recent (less than a month or so ago). If more time has passed, then consider saying something like, “Hey, I should have said something before but I wanted you to know that I was sorry to hear about your grandmother.”

What will probably happen next is usually one of two things:

She thanks you and then moves to another topic. She may not be ready to talk about the death, doesn’t feel like sharing her thoughts or feelings with you, or is focused on another subject.
She shares details about the situation, the cause of death, or some circumstances leading up to the death. This talk may last about 5 or 10 minutes but is therapeutic and can help her reframe the past and the inevitable in a more positive light. Now I find myself seeking out those who have recently lost a loved one and have had bonding conversations that I never thought possible before.

You may have heard this warning before but I will mention that it is a good idea NOT to say “it was for the best,” “I’m glad your grandmother is no longer suffering,” or something like that. Your friend might say those things, but you should not.

Send Flowers

Flowers are a great way to express condolences and are appropriate for those with whom you have a longstanding relationship. Consider sending flowers in a vase rather than a traditional stand so that they will be appropriate for any type of service.

Make a Gift in the Person’s Name

Make a donation to a charity designated by the family, rather than send flowers. The charity should let your friend (or her family) know that a gift has been made by you in the deceased’s name. Because there can be several weeks between the death and the notification of the gift, you may also want to express sympathy in other ways to show support of your friend in the meantime.

You don't have to do all of these things to express condolences. Most people choose one.

What ways have you found appropriate to express condolences? Share them in the comments.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

How to Find Free (or Cheap) Health Resources

Julie Rains — Mon, 16 Jan 2012 11:24:16 +0000

Free (or cheap) health resources are available if you know where to look. So don't ignore a nagging problem or skip a screening just because you think it's unaffordable. Even if you feel great and have plenty of spending money, you can access many of these online and community-based, face-to-face sources of healthcare and advice. (See also: 50 Ways to Squeeze Value From Your Healthcare Dollar)

Take these steps to find what resources are best suited for you and your family:

Figure out what health care services you need based on screening guidelines, family medical history, and any health conditions.
Classify yourself (by physical characteristics or financial status), because some resources are available only to certain populations based on gender, race, income, or lack of eligibility for employer-sponsored insurance. Many resources, though, are available for free or at a low cost to everyone.
Explore community resources that may include full-service clinics as well as specialized screenings.
Make arrangements to access services, which may involve putting a health fair on your calendar, registering for a group session provided by a hospital outreach group, booking an appointment, or filling out paperwork.
If you can afford the bill, pay now so that you can save money later. For example, establishing a relationship with a primary care provider (at a list price of a couple of hundred bucks or a co-pay of $10 to $25) means that you may have access to free services such as phone consultations.

To learn about what types of health care you may need, locate screenings, or get treatment, check out these resources.

Online Resources

Online resources can be helpful in educating yourself so that you can solve some of your own health-related problems or better communicate with health care providers.

FamilyDoctor.org

The Family Doctor site is run by the American Academy of Family Physicians and contains a symptom checker recommended by Davis Liu, M.D., board-certified family physician and author of Stay Healthy, Live Longer, Spend Wisely. Find your symptom and use the flowchart to figure out whether you need to seek medical help right now or whether you can safely take care of yourself at home.

Healthfinder.gov

Davis mentioned the myhealthfinder widget from Healthfinder.gov as a great virtual place to figure out what screenings are recommended based on your age and gender. Use this information to discuss needs with your physician or guide you in identifying the free health care resources you need.

My Family Health Portrait

Create a family medical history using this online family history tool created by the Surgeon General. Give a copy to your physician and use this information to help you find free or low-cost screenings.

Mayoclinic.com

The Mayo Clinic site includes a wealth of information about various diseases and conditions, including symptoms, causes, risk factors, and advice on preparing for appointments. You can also find tips on preventing disease or managing conditions, such as exercise recommendations and heart-healthy recipes, as Marla discovered when researching how to lower her cholesterol.

Face-to-Face Resources

There are many free resources that are available on a regular basis to nearly anyone, from the penniless to the wealthy. A few are available sporadically, and just a handful require that you qualify for services based on financial status. Accessing these resources typically requires face-to-face visits or phone calls.

Pharmacists

The pharmacists at your local drugstore, whether independently owned or a chain store, are excellent resources on both prescription and over-the-counter medications. Face-to-face consultations on the purpose of a prescribed medication, contraindications (when you should never take the drug), side effects, etc. should be available when you pick up a prescription or over the phone, if you have questions later. In addition, many pharmacists provide advice on over-the-counter medications for minor illnesses if you can catch them when the pharmacy is not busy. Typically, the advice is free.

Hospital Outreach Centers

Many local hospitals have community outreach programs with sessions on the campus of the main facility or at a more convenient location such as a shopping mall. You can find a wide range of services that include educational sessions on wellness topics such as heart-healthy cooking classes or disease management, plus health screenings. One of the local outreach centers in my area offers specialized services such as foot evaluations for diabetes. Typically, you must register for a session or book an appointment to receive the free or low-cost screenings.

To find out about services in your area, check out the community or wellness sections of your hospital's website, or call and ask about a calendar of events.

Health Fairs

When you visit a health fair or expo, you will meet various types of health care providers who offer their services at no charge and certain tests for free or at a reduced rate. These events are typically held at community gathering places, such as university and college campuses, houses of worship, and Y facilities. You may also find health fairs in corporate break rooms and cafeterias, though these are usually open to employees only.

Health care services vary but tend to focus on screenings for heart disease and education, such as checks of blood pressure, cholesterol, and glucose levels. Many offer vision and hearing tests including glaucoma checks. Some events, such as a local fair in my area, are more comprehensive and offer lung function, sickle cell, and bone density checks. Plan your visit by matching the screenings you need with those offered. Expect that certain tests (like cholesterol checks, which benefit a large percentage of people) may require an appointment or a wait. If you need follow-up care, take the results to your physician or get a referral to a provider at the health fair.

Check community newsletters and stay alert to announcements in the newspaper, on television, and via social media to find out about health fairs.

Schools

Schools and preschools offer screenings at specific times of the year (that is, they may screen students at the start of the school year or in the spring for fall enrollment). In my area, the schools offer screenings for speech and language development, vision, and dental health to children of preschool or school age in the community. Flu shots are offered to at-risk children, such as those who have asthma. Sports physicals are available for high school athletes; these are held at the school or a public health facility. Most services are free, including flu shots. There is a small charge ($10) for the sports physical.

If you have children, check with your local school system to learn about services.

Blood Donation Sites

The American Red Cross collects blood at its regional offices and various community sites such as civic centers, high schools, houses of worship, and college campuses. On-site screenings include checks of your blood pressure, temperature, and hemoglobin. The services are free and are often accompanied by free meals or snacks, though you are expected to donate a pint of blood.

Community Health Clinics

Many communities have free (or nearly free) medical clinics available to area residents. Some offer primary care only, focusing on wellness checks, management of chronic disease, and treatment of injuries and illnesses. Others may have specialists on staff in areas such as cardiology, gastroenterology, and urology. Generally, these clinics do not offer emergency services.

Services are typically free or charge a reduced fee on a sliding-scale basis. Some have strict eligibility requirements based on financial status and require patients to complete an application before setting an appointment, while other clinics accept patients on a come-as-you-are basis.

In my area, the Community Care Center provides basic and specialty services to eligible patients. Charitable and religious organizations also run free clinics on a regular basis. To find a community health center, visit the National Association of Health Centers website or look for local listings of free or low-cost clinics.

Government Agencies

Government agencies fund community-based programs and health departments, which offer health care to area residents. Primary care services for certain populations are typically available. These may include well-child services, such as physicals and developmental assessments, or cancer screenings for women. Some services are free while others may be available on a sliding-scale basis.

Find a health center using the search option on the Health Resources and Services Administration site or visit clinics associated with your local health department.

Disease-Specific Associations

These organizations are typically focused on research, advocacy, and awareness but may provide services directly to patients and their families. These services may include professional and peer advice on coping with your specific disease, transportation to and from medical appointments, rental of medical equipment, and medical supplies. Most services are free.

Find a local chapter to receive guidance or help from organizations such as the National MS Society or Alzheimer’s Association. Also, look for local agencies; in my area, Cancer Services provides support services to patients and their families.

Health Care Providers and Employers

Physician practices typically offer phone consultations to established patients at no charge. These calls may save you from spending money on an office visit. Some primary care physicians and orthopedists may provide you with information to perform at-home (or at-the-gym) physical therapy, saving you from spending on these services. Occasionally, practices offer free screenings on a limited basis, like colonscopies by this GI practice.

Some employers offer free or cheap screenings periodically. They may also offer access to web-based or telephone-based health services for employees and their family members. Check your benefits package or ask your human resources manager about health and wellness services available for free.

Drug Companies

Most pharmaceutical companies have patient assistance programs that provide free medications to eligible patients. Typically, you will need to work with your health care provider to apply for the program.

Visit Needy Meds, go to drug-makers' websites to find information and forms for these programs, or ask at your doctor's office about application procedures.

Non-Profit Organizations

Many non-profit organizations have resources that help patients with treatment. In my area, a ministry runs a free pharmacy for eligible clients, for example. Other services may include transportation to medical appointments, speech therapy, and corrective lenses.

Some focus on specific diseases and provide free resources or fund the cost of these resources for patients, working in collaboration with community groups. For example, Sister, Speak! provides breast cancer awareness and free mammograms through funding from the Komen Foundation. A women's group associated with the foundation of a local hospital funds health programs that include free screening for osteoporosis and anemia.

Ask your friends about resources they may have discovered or check with The Office of Minority Health, which links to patient resources nationwide.

Planning is useful in accessing many of these resources, so anticipating your needs can help save money and protect your health. But even if you are in a hurry or have had an unexpected need, online resources can help you figure out your next step for free.

Are there free or really cheap health resources that you use? Tell us about them in the comments.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

5 Reasons People Resist Change

Julie Rains — Mon, 02 Jan 2012 18:10:44 +0000

Link:

http://www.openforum.com/articles/5-reasons-people-resist-change

I used to believe that there were two kinds of people:

People who thrive on change; and
People who avoid change.

The former are inspired by freshness, embrace novel experiences, and jump at opportunities to instigate innovations. The latter seek stability, enter new situations cautiously, and place roadblocks before the slightest mention of anything different.

Now I realize that there is a third category: people who want change at a conceptual level but are not willing to do anything risky in order to achieve it.

They are intellectually curious and enjoy newness yet hinder initiatives with their indecision and procrastination. Repeatedly (and predictably), they reject new ideas just as relentlessly as they express concern that too much has stayed the same.

In short, Types 2 and 3 resist change. They avoid, dismiss, and sabotage those who want to move forward in any area including:

Pursuit of a new customer segment;
Deployment of a new technology or work process;
Launch of a new product;
Introduction of new techniques for sales, marketing, and customer service.

Understanding why they avoid newness is a key step in overcoming resistance. Addressing these specific concerns can help build a team that will evaluate new opportunities based on merit and not fear.

1. She believes that her productivity will plummet and stress will skyrocket.

After years of mastering her job duties, she has developed an efficient routine. When employees bring problems to her attention, she provides direction by following a self-developed, mental image of a decision tree with a limited number of variables. The simplicity of day-to-day tasks and the knowledge that she can easily complete assignments on time, on budget, on spec are comforting.

Changes will bring complexity to her job. Decisions will require developing new road maps. The mental heavy lifting that she anticipates will be exhausting. This extra time and effort will certainly detract from her productivity, output, and peace of mind.

Fix: Establish a new performance metric when changes are introduced. If possible, move away from activity-based measures to assessments of creative output and profitable results. Plus, give her enough time to assimilate new ways of doing her job and plenty of space to solve problems that require intense concentration.

2. He thinks that embracing change means admitting past mistakes.

He believes that championing new work processes or pursuing new customer segments, for example, are equivalent to publicly acknowledging that previous procedures caused errors or marketing programs didn’t deliver the right kinds of customers.

Fix: Reassure him that changes being proposed reflect technological advances, emergence of new segments, or other recent happenings that have impacted the business. Emphasize the need for continual renewal, not as an indictment of the past, but as a strategy for ongoing success.

3. She is unable to learn from her failures.

She is not afraid of failure per se, and accepts that changes may not bring immediate results. What she fears is her inability to understand what factors influence success. Navigating change is like falling into an abyss rather than interpreting clues on a hidden-treasure map.

For example, she might express concerns about updating the features of a previous best-selling style. Her hesitation to introduce modifications has nothing to do with her perceived inconsistency between product characteristics and customer desires. Instead, her resistance masks her lack of analytical and problem solving skills. In the past, she has blamed failures on economic conditions, poor timing, and misunderstanding on the part of customers. Unable to pinpoint (or at least guess) the reasons for certain outcomes and then make adjustments that improve results, she avoids change altogether.

Fix: Teach her how to learn from her mistakes, whether they lead to full-flung failures or lower-than-expected performance. Encourage her to articulate assumptions and predict likely outcomes of proposed changes; then show her how to evaluate results in light of the accuracy of these assumptions. By giving her the skills to learn from potentially risky moves, she should feel more comfortable with change and confident about her ability to correct missteps and keep moving forward.

4. He is unsure of his ability to handle problems that may arise as a consequence of change.

He is eager to positively impact the company but is reluctant to implement new ideas. The side effects of change may involve handling situations that he does not fully understand and dealing with consequences that he cannot predict or control.

For example, he believes that claiming the company’s online listing could be beneficial to marketing efforts. But the prospect of having to interact with customers who rate the business is unfamiliar to him. So he downplays the benefits in order to dodge possible headaches in the future and avoid revealing lack of competency in this area.

Fix: Identify known negatives that will likely surface as byproducts of changes. Investigate, identify, and implement best practices for dealing with these situations. Acknowledge that unpredictable things may happen, ask him to alert you to these instances as soon as they occur, and assure him that you will handle problems quickly.

5. She wants to preserve her status among colleagues and employees.

She enjoys her title, position description, and place in the organizational chart. The existing hierarchy allows her to get things done. Her colleagues and employees respect her, and she does not want to jeopardize these relationships for shaky ones with another group. She especially wants to avoid scenarios that put her in conflict with long-time associates.

Fix: Tell her the truth that her current job and existing relationships are increasingly becoming irrelevant as the competitive landscape changes, key customers merge or go out of business, etc. The new organization will challenge her alliances but also position her and the business more favorably in the long term. At the same time, uncover and address any areas of conflict among work groups, and coach her on methods of interacting with different personalities.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

Why Brand Image Is Important to the Tiniest of Businesses

Julie Rains — Wed, 28 Dec 2011 22:18:56 +0000

Link:

http://www.openforum.com/articles/why-brand-image-is-important-to-the-tiniest-of...

A few months ago, a promising independently-run business shut its doors within a couple of years of startup. Though I enjoyed its product offerings, I had a hunch that it would not survive, not because of operational mismanagement or sloppy customer service but lack of a well-defined and relentlessly-communicated personality or brand.Though some happily embrace and effectively use branding to differentiate their businesses, many entrepreneurs are unconvinced of its value. Some rationalize that branding is counterproductive to a small business, especially a tiny one.

Skeptics may think that narrowly defining a target audience and its ideal customer limits revenue and growth possibilities. Reluctant owners might wonder if spending time and allocating resources to developing and managing a branded presence detracts from profitability. However, conveying an image that is in sync with a viable brand strategy can not only help even the tiniest of companies but can be a major driver of its success.

Branding touches and intersects with all aspects of a business: marketing, operations, sales, and more. Consider how effective integration and consistent portrayal of a brand image can benefit your business:

Your ideal customers will recognize that they are being wooed.

The small shop aimed to please a variety of people, primarily those within a ten-mile radius. These seemed to represent an appropriate target audience, homogeneous on a superficial level. But their lifestyles and consuming habits were wildly divergent, increasing the difficulty of winning favor among various segments.

Nevertheless, in its seedling form, the brand held promise of reaching this audience with its similarities in demographics despite dissimilarities in consumer behavior. However, the branding concept was minimally developed and focused on product offerings and an occasional special event. Infrequent mentions of the brand message were contained in its website, in-store signage, social-media messaging, and face-to-face conversations.

All aspects of the brand image should resonate with your target audience, letting them know how their quality of life could benefit from connecting with your business. Ideal customers should understand and want the emotional connection and tangible benefits that differentiates your company from competitors.

Your customers will know what to expect from your products and services.

The types of products and services offered, along with their respective price tags, are influenced by the brand strategy. In the case of the failed small business, the primary message was generally consistent in terms of purchasing; that is, items procured for the business roughly matched brand criteria.

The message that needed more clarity, however, was how these disparate items were part of a more cohesive whole from the customer’s point of view. Unless they evaluated the business premise and, frankly, stretched their imaginations, most would not see the connections among boutique-style offerings and seemingly basic items and folksy product lines.

More intentional messaging with greater frequency could have better portrayed the brand image and helped endear the customer to the business and its unusual assortment of offerings.

Customers will know who to tell and what to say about your business.

Customers spread the word about the tiny business, telling others about its presence and encouraging visits. But, other than espousing the convenience of its location, they really didn’t know what unique benefits to promote or what points of distinction to emphasize. Initial interest was high, but then traffic seemed to flounder.

Given a clear brand message, both newly enchanted and long-time customers will know who to tell about your business and what they should say. They will intuitively insert the salient features and benefits of your products and services in conversations with friends, family members, professional colleagues, etc.

You will know what to say in social-media and face-to-face conversations.

The shop owner shared information that was useful but not relevant to the ideal customer. Over time, social-media messages, marketing campaigns, and face-to-face conversations became more and more disassociated from the original brand image. Promotional efforts and conversations began to resemble those of area competitors, further eroding the possibility of brand loyalty.

Endless possibilities for engaging audiences, educating customers, promoting key products, and showcasing special events through social media and daily interactions can overwhelm many business owners. But a brand strategy can serve to shape and channel this content so that the image is accurately conveyed and continually reinforced.

You can charge prices that support business profitability.

The lack of a narrowly-defined brand image caused price issues for the fledgling business. Pricing strategy seemed inconsistent as some items were bargains while others were marked up considerably. Worse, while some customers understood the benefits of premium products and unquestioningly paid store prices, many were confused about their value and were resistant to pricing.

Owners of the tiniest companies find that a properly expressed brand can not only reach target audiences, set expectations, and streamline business decision-making, but also help the business command desired pricing. Ideal customers understand, appreciate, and are willing to pay for unique expertise, specialized services, distinctive products, and one-of-a-kind experiences.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

3 Killer E-commerce Website Features

Julie Rains — Sun, 18 Dec 2011 00:18:14 +0000

Link:

http://www.openforum.com/articles/3-killer-e-commerce-website-features

Suggestions are nice but real-life solutions are better. Likewise, simple “what to-buy” recommendations on ecommerce websites are useful. But the presentation of relevant, in-stock, and available-to-purchase options, easy to find via intuitive navigation, and prominently displayed are especially valuable.

Recently, I encountered several ecommerce website features that clearly and unashamedly present options that allow customers to make quick, yet well-informed decisions. All shared some key features:

Simplify the decision-making process. “Live chat” is useful in answering specific questions, but an even more helpful feature illuminates what these questions should be and presents solutions with a clear path to selection and purchase.
Give choices that fulfill needs without overwhelming the customer. Basically, employ simple yet clever ways of narrowing choices for customers.
Reassure the customer that all relevant information is available.
Improve the customer experience while driving sales. Expert guidance helps shoppers locate and purchase desired products without pushing irrelevant items.

That’s well and good. But how about some examples?

1. Product Selection and Presentation Based on Individual Needs and Anticipated Use

Scenario: Your customer wants to buy a pair of running shoes but is unsure which brand and style to purchase. He knows that the right type of shoe may help him run swiftly, stay comfortable while training, and prevent injury. Your business offers a deep selection of shoes but finding the right one is time-consuming and difficult.

Solution: Recommend running shoes that meet the needs and demands of your customer. Present a limited number of styles, which can be evaluated and purchased directly from this list. Keep the customer engaged from inquiry through selection to purchase. Avoid making him memorize or write down his choice, and then search for product availability and finalize his purchase elsewhere on the site.

Killer Feature: “Shoe Dog” on Roadrunnersports.com, a running shoe shop, retrieves or “fetches” shoe recommendations based on the customer’s responses to a series of prompts. These questions relate to running terrain, weekly mileages, and injury concerns as well as foot mechanics, body frame, and gender. Results can be narrowed by brand and size.

Using this feature, the customer does not need to know what attributes to consider when purchasing a running shoe; these are established by the ecommerce site owner and the customer simply responds to questions. Having a depth of inventory is essential so that recommendations are available for purchase.

2. Fashion Advice Combined with Outfit Design and Presentation

Scenario: Your customer needs help assembling an outfit. She wants to dress fashionably but is unsure about which styles, colors, and accessories go together. Plus, she’d like to be able to find what she wants quickly rather than spending hours on your website.

Solution: Create fashionable outfits for your customer. Design a mechanism that allows her to select and buy the items.

Killer Feature: “Outfit Ideas” on Athleta.com, a Gap Inc. brand and seller of athletic-inspired lifestyle apparel and accessories for women, takes shoppers to a gallery of images portraying specially-designed outfits. From this page, shoppers can choose an outfit and be transported to a page featuring these items, ready to be selected and placed in the shopping cart.

This feature reflects a brick-and-mortar experience by mimicking window and in-store displays and offering fashion advice that might be dispensed during face-to-face visits.

3. Visibility of Options for Delivery Dates with Associated Shipping Costs

Scenario: Your customer wants to know the total cost to purchase and deliver a gift to a business associate, family member, or friend. She has an arrival date in mind but hopes to avoid spending too much on shipping (despite her procrastination in ordering). However, she may consider paying the extra cost to make sure the package arrives on time.

Solution: Delivery dates and prices are presented in a way that the customer can see her options at a glance.

Killer Feature: A calendar on Gourmet Gift Baskets displays delivery dates along with associated shipping fees in the delivery and messaging section. After selecting a gift basket and providing details such as the recipient’s zip code and type of location (e.g., home, business), options are displayed.

Rather than having to play with shipping calculators in the check-out space, the customer is able to make a quick decision based on available shipping alternatives. The cost of making a last-minute order is visible and understandable.

Adding Killer Features to Your Website

To infuse exciting and useful functionality into your website, start by considering a common scenario and typical area of customer frustration, then follow these steps to design your own solution:

Determine and dissect your offline solution, which should involve using your expertise to educate customers, guide them in making a decision, and close the sale;
Design and build a feature that automates this process and requires minimal effort on the part of the customer;
Finally, make sure that products and services presented to the customer are available for purchase immediately.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

How to Give Thoughtful Gifts on a Scrooge-Like Budget

Julie Rains — Mon, 12 Dec 2011 10:48:18 +0000

You don’t want to spend too much money on Christmas presents. But you don’t want to act Scrooge-like or look cheap. If you have more than a few people on your gift list (and some of those are far-flung relatives), then showing generosity and staying within your budget can be hard.

In Christmases past, I have given presents to my husband and our two children plus seven sets of siblings and in-laws along with nine nieces and nephews (a grand total of 26 people). The skills and patience required to pull off this feat often exceeded my capacity. Because we lived in different cities than all of our relatives, we weren't attuned to their day-to-day lives. Plus, the obvious approach of asking for a wish list didn't always give me the information that I needed, either because the intended recipient couldn't think of anything or because suggestions were difficult to find or out of my price range. Plus just asking for a recommendation seemed business-like and not in keeping with the holiday spirit. (See also: Buying Gifts for a Family With Many Children)

Discover Interesting Stuff About Your Family Members

Finally, I learned that a few strategic conversations and a dash of creative thinking can help transform the holiday season from financially stretched and stressful to modest and merry. This approach has also helped me to learn even more about family members than the usual facts surrounding college majors and professional titles.

Probing for certain information will allow you to find or make something that is within your price range. Start a conversation that gives you insight into new-found and long-time interests, recently discovered and ongoing needs, career goals, and personal plans of your family members. If you won’t be talking with these folks soon, send an email or Facebook message asking a few questions about what is going on in their lives. You can make general chit-chat with family members or let them know that you are asking questions to help with your holiday shopping.

Use Your Bargain-Hunting Skills to Find a Great Gift

Responses to your questions will point the way to the right selection with moderate effort at minimal cost. Choose items among your favorite gift genres (that is, a book if you enjoy giving books, clothing and accessories if you like fashion, food if you are a great cook) as you will know how to snag bargains in categories that you shop for regularly.

Personalize Your Gift-Giving Approach Based on Ages and Life Stages

Exploring interests and selecting gifts for children, teens, and adults of all ages can be challenging. Adapt your conversation starters to the age, life stage, and temperament of the gift recipient. Consider these approaches:

Children

Watching children open presents is a blast, but the work involved in finding the right gift can be overwhelming. Instead of researching what’s trendy and what’s taboo, have a conversation with parents about their children.

To learn more about the children on your gift lists, ask questions like these:

Does she play with ________ (fill in the blank with possibilities, such as Legos, Barbie, Star Wars, Hello Kitty, etc.)?
What books does he like to read or look at?
Does she like art?
What activities is he involved in?

Depending on the responses, gift possibilities may be a book in a favorite series like Biscuit’s Day at the Farm or Diary of a Wimpy Kid 6: Cabin Fever; small toys like a Hello Kitty Windup Toy or a Star Wars action figure; or accessories for themed toys, artwork, sports, etc., such as a LEGO Building Plate, gown for Barbie, washable markers, easel pad, or compass for a scout. When buying gifts, consider safety issues, abide by age guidelines printed on packaging, and avoid trinkets in favor of sturdier items.

Teens and Tweens

Finding gifts for teenagers and tweens is especially treacherous. Similar to the challenge with children, keeping up with teen trends is difficult. Plus, many in this age group tend to be unrealistic in their expectations and uncommunicative about their interests. They are not necessarily spoiled or dejected; they may not be able to judge what is an appropriate request and tend to be fuzzy on what adults in their lives may already know about them.

To find a gift that doesn’t involve expensive computer games, ask these types of questions:

What book or book series are you reading?
What are your favorite college teams or professional teams?
What activities are you involved in at school, volunteer agency, etc.?
Are you playing any sports?
Do you have any major projects or big trips scheduled for next year?
Hey, I noticed that you like ____ (fill in the blank with a favorite television show, movie, store, etc.) on your Facebook page; can you tell me about that?

Books are among my favorite gift genres, so I like to buy the next book in a series (for example, Inheritance, the latest and last book in the Inheritance Cycle was published in time for holiday gift giving). Or, you might pick up a biography about a favorite historical or sports figure, a compilation of stories about accomplished teens, a book relating to career goals, or a guide to navigating middle-school issues.

For teens who have enough to read already, pick up gear or supplies for a hobby, athletic endeavor, scout project, volunteer activity, etc. or something that they will need as they mature. A wallet to hold a driver's license and charge card, an extra-durable key chain to keep up with house keys, or a multi-use tool to perform minor repairs may be valued both today and years from now. Apparel of favorite sports teams, like t-shirts or gym shorts, may be suitable for some and especially appreciated by parents of growing teens and ‘tweens.

Adults

Finding the right gift for a sibling, in-law, niece, nephew, etc. starts with considering the life stage of the recipient. Those who are in college and getting established in a new job will often have different needs from those who are settled in their homes. Either way, learning about their lifestyles, interests, and plans for the upcoming year — whether applying for graduate school, getting ready to start a new job, preparing for a family addition, or training for a marathon — can help influence your gift selection.

Ask these types of questions to kick off a chat:

What are your plans for next year?
What are you reading? Who are your favorite authors? What topics interest you?
What are your hobbies?
What types of fitness activities do you participate in? What events are you getting ready for?
Are you planning a trip next year? Where are you going? When? What will you do there?
Are you going to learn anything new next year?
I saw on Facebook that you are ______ (fill in the blank with interests); can you tell me more about that?

Adults who are on the move could use some practical travel gear, suitable for adventure travel, treks to and from college and their hometowns, work-related trips, or moves for a new job. Traditional moving or travel items, like storage bins and duffel bags, may also be appreciated. Mostly, you want to avoid items that are difficult to lug from place to place. And, as much as I would like to suggest items that can be had for a bargain, gift cards and cash are especially well-suited for those who are in transitional stages. To control your spending, pair a $5 or $10 gift card (or cash) with an inexpensive but highly practical item acquired at your local thrift shop.

Those who are more settled may enjoy something that suits their reading preferences. The latest book for a favorite author is a great choice though somewhat expensive; alternatively, find a title published earlier in the author’s career, after you've checked to make sure that the recipient has not read the selection. Books from your local used bookstore, paperbackswap.com, thrift shop, half.com, etc. show thoughtfulness and protect your pocketbook.

Inexpensive accessories, consumables, or supplies for hobbies, fitness activities, and upcoming trips are great selections. These gifts can show others that you are thinking about them and have a genuine interest in their lives.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

How to Be Less of a Grump at Work

Julie Rains — Sat, 10 Dec 2011 22:03:50 +0000

Link:

http://www.openforum.com/articles/how-to-be-less-of-a-grump-at-work

Lurking issues not properly handled often lead to frustration, fatigue, a vague feeling of impending doom, and the fear of missing an opportunity. Take these steps to confront common causes of grumpiness, so that you can be authentically optimistic, pleasant, and energized by your business almost all of the time.

Let People Know When You are Really Busy

If you are unusually busy, then you may become frustrated when your employees interrupt you with non-urgent matters that do not advance your progress toward a project deadline, shipment of customer orders, or response to a crisis. Certainly, you want to be available to team members so that you can coach and mentor them. But there are days when you need time dedicated to mission-critical tasks.

So, rather than scowl at employees, let them know when you are busy… and that you are not able to provide your usual upbeat and inspiring leadership. Be clear about the signs of your extreme busyness, such as a closed door, muted Blackberry, and delayed response to email. And, if possible, advise when your schedule and availability will be back to normal.

These times should be the exception to your routine. If you are nearly always overwhelmingly busy and can’t be bothered most of the time, then reconsider how the workload is assigned, how orders are prioritized, and crises are avoided. Make adjustments so that your business and its employees invigorate you rather than annoy you.

Ask Questions Rather than Make Assumptions

If you become aware of a potentially destructive situation, find out what is really happening rather than making wrong assumptions that dampen your enthusiasm. For example, what if your honest employee seems to be violating a policy, a loyal customer seems to be vetting competitors, and a long-time vendor seems to be requiring long lead times than usual?

Rather than concerning yourself with the outcomes of sketchy scenarios, ask open-ended questions and be willing to listen. Conducting your own investigation brings clarity to whatever errors or inconsistencies may exist. Being able to quickly identify and address possible predicaments, rather than allowing them to linger, can stem grumpiness or lessen its duration.

Deal with Trouble as Quickly as Possible

Minor yet unresolved predicaments can lead to grumpiness. These types of troubles (and the troublemakers who cause them) will not significantly harm your company but nevertheless require attention that you’d like to direct elsewhere.

Devise a plan to deal with problems as swiftly as possible. This process is difficult but the pay-off is satisfying. At the same time, your employees’ collective mood will brighten as they will be glad that you took care of nagging issues for your sake and for the long-term viability of the business.

Hire Innovative Thinkers who will Accept Guidance

Ideally, your employees take general direction from you and figure out ways to deliver results aligned with the business’ strategy. If you must provide detailed instructions for all assignments, then you may be grumpy because of the energy and hours required for this constant supervision. Similarly, if you are the only one who has the capacity and willingness to bring innovation to your business, then you may be frustrated with resistance from employees oblivious to new opportunities and changes in the marketplace.

People who take charge when needed but also accept guidance when appropriate can boost business results and enthusiasm. These are the folks who do what they are supposed to do and are not driven crazy by slight modifications to your annual business plan.

To hire or engage such people as full-time employees or contract workers, look for those who have:

initiated new projects;
contributed to teamwork;
adapted to varying organizational roles;
learned from failures, and;
experienced success in many realms.

Find Time to Conceive and Execute Fresh Ideas

If you spend most of your time managing day-to-day activities, then you may be unable to concentrate on conceiving and executing new ways to improve your business, deliver more innovative products, thrill more customers, and cut costs while keeping service levels high.

Even if you absolutely adore overseeing daily routines, there will be days when you become envious of businesses similar to yours that are successfully leveraging new technologies, pursuing new strategic relationships, and landing new accounts. Then, you will be sorry (and, yes, grumpy) that you haven’t tackled such challenges and reaped such rewards due to lack of time focused on thinking and acting strategically.

To stay upbeat, set aside time to dream up and implement new ideas.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

Lessons In Leadership From Andy Bernard Of The Office

Julie Rains — Mon, 05 Dec 2011 20:54:14 +0000

Link:

http://www.openforum.com/articles/lessons-in-leadership-from-andy-bernard-of-the...

Underdogs inspire us. That's the lesson Robert California, the fictional owner of the fictional paper vendor Dunder Mifflin, teaches us when he promotes Andy Bernard to branch manager of the Scranton sales office (aka The Office). Despite his Ivy League credentials, Andy is an unlikely choice to replace the departing Michael Scott. Watching Andy navigate his new accountabilities in the episode entitled “The Incentive” prompted me to consider how a less-than-perfect leader can inspire people.

In the show, Robert charges the Scranton team with doubling sales growth in order to capitalize on increasing demand for personalized service. As manager, Andy attempts to lead the group in brainstorming out-of-the-box strategies to improve results. Exasperated with the lack of creativity on his team, he introduces an incentive program and then resigns himself to whatever outcomes emerge.

His employees consider the incentive program an insult; however, a team component (employees can pool incentive points to win a group prize) ultimately inspires them to achieve aggressive sales goals. Robert attributes the successful campaign to the employees’ collective desire to back underdog Andy while they had been complacent about supporting their former boss Michael.

In the real world, sales do not appear from thin air. Still, there are real-life lessons from The Office about how to inspire people.

Set Clear Direction

Andy is skeptical and skittish about communicating Robert’s directives. In fact, he questions this move, wondering if success can be had by simply taking the action to “throw down” goals.

Whether achievable or not, the direction is clear. More sales are desired. People are inspired when they can focus on a single goal rather than deal with the complexity of sorting out changing priorities on a daily basis.

Let Employees Decide How to Reach Goals

According to a corporate recruiter friend, the hallmarks of a great employer-employee relationship are the boss’s willingness to give direction and the employee’s ability to take care of the rest, delivering on-spec results within desired timelines and budgets. In short, capable employees despise micromanagement as much as managers loathe hand-holding.

Andy’s inexperience is ironically a positive attribute, leading him to let his team figure out the details of how they will achieve sales goals. In contrast, former boss Michael aspired to being the idea person. Rather than encouraging innovation among his employees, he persistently tried to pass along his (questionable) wisdom and flashy tactics. This management technique sends the wrong message: achieving extraordinary results requires unusual talents and creativity that most employees do not possess.

With “hands-off” leadership, the staff realizes that they must work with what they have. Knowing that no innovative ideas are coming from above and hoping to earn the incentive, they are inspired to make phone calls and ask for orders.

Measure Results and Post Progress Toward Goals

An expected outgrowth of a new incentive program is results tracking, which involves establishing measurements and monitoring results. In the show, receptionist Erin updates a prominently displayed poster of sales and progress toward winning the team prize.

Business managers who have led successful turnarounds tell me that they begin by introducing the measurement of results in key categories. They say that starting to track performance naturally and immediately produces better results. Employees improve because 1) they know someone is paying attention to their work; and, 2) they more fully grasp company priorities (no matter how many times in the past you have told them what is most important).

A visual representation motivates people by distilling company expectations and employee progress to a single image.

Improvement above the baseline does take more concentrated effort. But getting initial results builds confidence among employees and inspires higher levels of commitment.

Don’t Psychoanalyze Your Employees

The employees at The Office are a quirky bunch. But rather than try to psychoanalyze each individual, or attempt to bring about healing in their personal and professional psyches, or even encourage them to adopt more professional personas, Andy just asks them to act within reason and do their work.

Experienced managers tell me that they customize their approaches to supervision, coaching, and professional development in order to keep morale high and motivate employees. But they don’t act like Michael, who expended much of his leadership efforts trying to understand and change people with the hope of impacting performance. Certainly, bosses need to recognize and address serious concerns. But they don’t have to become pseudo-psychologists in order to stir action among team members.

Deal with Self-Doubt Privately

Andy lacks self-confidence, but he doesn’t express his concerns or ask for reassurance publicly. And, while his angst in is evident, he doesn’t complain loudly in front of everyone. Certainly, voicing fear of uncertainty is therapeutic but best done in the presence of a core group of trusted people.

Witnessing Andy’s perseverance despite his self-doubt is inspiring to others, who realize that they do not have to be paralyzed by an inner critic (or lizard brain).

Find Fulfillment in Your Work

Despite his insecurity, Andy is happy at work. Even when warehouse employees quit after winning the lottery (see the “Lotto” episode), he still seems eager to thrive in his new management position.

Working with colleagues who actually derive pleasure from their work is inspirational. No matter how cynical they may act, most employees want to avoid drudgery, find fulfillment in day-to-day activities, and achieve exceptional results. Demonstrate that you do, too.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

Quick, Easy, and Festive Cream Cheese Appetizers

Julie Rains — Mon, 05 Dec 2011 10:48:11 +0000

Do you need a party snack or appetizer really quickly? You can combine a few items from your pantry and refrigerator with cream cheese for an impromptu party at your home. Or, if you are heading to someone else's place but haven’t had time to prepare anything, you can make a short trip to the grocery store or your local market and pick up a few items on the way and assemble the dish when you arrive. (See also: Quick Pantry Snacks for Unexpected Guests)

Try these no-bake appetizers that all follow this simple formula:

Unwrap and place slab of cream cheese on a serving plate.
Pour or spread a special ingredient on top.
Decorate with colorful add-ons (like spices or candy sprinkles) if desired.
Serve with your choice of accompaniment: wheat crackers, celery sticks, tortilla chips, rice cakes, etc.

Sun-Dried Tomatoes

Buy chopped sun-dried tomatoes packed in olive oil. Cover cream cheese with tomatoes. For a festive look, sprinkle with dill. Serve with wheat crackers.

Pesto Sauce

Use your own homemade pesto sauce or pick up sauce in the produce area (jarred) or dairy case (container). Pour over cream cheese. Serve with vegetable crackers or crisps.

Crushed Pineapple

Pick up a can of crushed pineapple in the canned goods aisle, or buy fresh pineapple and chop into smaller pieces yourself. Drain liquid, saving pineapple juice for a holiday punch or a cup of brewed tea. Pour pineapple over cream cheese. Serve with rice cakes.

Dried Cranberries

Find dried cranberries (aka craisins), or pick your favorite bite-sized dried fruit. Gently press cranberries on cream cheese. Garnish with cinnamon. Serve with rice cakes.

Pepper Jelly

Get red pepper or green pepper jelly in the condiments section of the grocery store. Pour over cream cheese, either generously or sparsely depending on the hotness of the jelly and your preferences. Serve with plain or wheat crackers.

Tapenade

Get your favorite kind of tapenade. Spread tapenade on cream cheese. Serve with crackers or crisps (try plain versions to make sure that the taste of the tapenade is not overpowered by flavored accompaniments).

Chopped Ginger

Grab a jar of chopped ginger. Spread sparingly over cream cheese. Shake red or green sugar sprinkles over the ginger to liven the look of the appetizer. Serve with pita chips. Use extra ginger in salad dressings or stir-fry dishes.

Horseradish

Get prepared horseradish from the produce or condiments section. Spread a thin layer over cream cheese; top with lemon peel for added texture and flavor. Serve with vegetable crackers.

Peanut Butter

Peanut butter is a staple in my house, so I can easily grab a jar from my pantry to make this dish. Spread peanut butter over cream cheese. Serve with graham crackers or vanilla wafers for a kid-friendly appetizer.

Fruit Spread

Grab fruit jam, jelly, etc. Dot fruit spread on cream cheese. Serve with graham crackers.

Honey

Drizzle honey over cream cheese; sprinkle with chopped pecans or walnuts. Serve on crackers or rice cakes.

Salsa

Pick up a jar of your favorite salsa and spread over cream cheese. Serve with tortilla chips or wraps.

Guacamole

Make some guacamole, or buy a freshly prepared version. Pour and spread over cream cheese. Serve with tortilla chips.

Hot Sauce

For a fast dish, pour your favorite hot sauce, like Texas Pete's Chipotle Hot Sauce, over cream cheese. Serve with tortilla chips.

Pimiento Cheese

Stretch the cost of freshly made pimiento cheese (produced at home using this cheddar-based recipe or acquired from your local market) by spreading over cream cheese. Serve with pita chips or celery sticks.

Cranberry Sauce

Cranberry sauce seems to be plentiful during the holiday season, so you can find some in displays at the grocery store or on the shelf in the canned fruit section, or pull out a homemade batch from the refrigerator. Stir and pour over cream cheese. Serve with crackers.

What's your favorite fast-to-make appetizer?

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

How To Claim Your Online Identity and Keep It Relevant

Julie Rains — Thu, 01 Dec 2011 00:30:21 +0000

Link:

http://www.openforum.com/articles/how-to-claim-your-online-identity-and-keep-it-...

Your customers are looking at your online business listings whether you’ve claimed ownership or not. In fact, they may be writing reviews and telling the world about how much they love your company, regardless of whether you are actively involved on Yelp, Google Places, Foursquare, etc.

This scenario is what Bob Young of ComputerTree encountered when he did an Internet search on his business. He stumbled upon Yelp and read positive reviews already posted by customers.

As a seasoned entrepreneur in the technology industry (his company is an Apple reseller and training provider), Bob knew that people rely on the Internet to get information needed to make purchase decisions. But reading The Referral Engine: Teaching your Business to Market Itself by John Jantsch reinforced the notion that he should take control of and manage information contained in online directories and review sites.

Claiming the listing was a first step. Building out a profile and adding content were natural next actions, enabling him to direct the flow of conversation and deepen engagement with interested visitors, prospects, and existing customers.

Many business owners are very involved in managing their virtual presences on multiple sites while others are still figuring out what to do. Here are a few tips for those just getting started.

Claim your online listings

Start by identifying the business listings and review sites that appear on the first page of search results for your company. Depending on your market, these are likely to include Google Places, Yelp, City Search, Insider Pages, and Yahoo! Local. Then, take these actions:

Register for a business account, which should be free and easy;
Stake your claim as the owner of your business;
Confirm your ownership, generally through a verification process that may involve responding to a call or entering a code from a postcard delivered to your physical address.

Build your profile

Review the information that is already posted on the business listing. Determine what information and categories to keep, remove, change, or embellish.

Verify basic information such as your address, phone number, and business category. Update whatever is outdated or just plain wrong.
Add your website URL and pertinent facts that you want to customers to know prior to making a visit to your location, such as hours of operation, and whether you accept charge cards.
Post photos of the exterior of your facility, which is helpful for those who may need assistance in locating your office or storefront in a business park, office complex, or shopping center.
Publish images of your space’s interior, which can give people a better understanding of your operations and help those who may be reluctant more comfortable with the idea of visiting your location.
Write a paragraph or two about your business, its history (or back story), and you, the owner. Give customers insight into your approach to doing business along with specifics about product and service specialties, areas of expertise, and credentials.

Take care of listing annoyances

Claiming your listing is generally a simple process. Problems arise when information contained in a main source is incorrect or outdated.

Business directories proliferate and tend to use one or two main sources. So, amending some listings does not seem to stop the spread of false data, such as a wrong address or old phone number.

To assure that the right information multiplies, pinpoint the source of any errors and correct information at its origin.

For example, I have found that updating Google Places was more effective than correcting off-brand listings, as the bad data kept reappearing until the Google info was corrected. In a webinar on local marketing sponsored by OPEN Forum, John Jantsch of Duct Tape Marketing mentions key sources that compile and disseminate data as infoUSA, Localeze, and UniversalBusinessListing.

Also, make sure that company information is consistent. If you have multiple phone numbers, websites, email addresses, etc., choose one to represent your business in online directories.

Engage customers and prospects

Both standard and advanced features on business-listing sites can help market your business as well as build and deepen relationships, online and offline.

Create deals. These offers may be more meaningful to site visitors than those on an email list of a deals service. A deal can act as an incentive to prospects that have shown interest in your company.
Encourage loyal customers to review your business. These folks will often highlight the best attributes of your company compared to your competitors.
Interact with customers, whether they provided a positive, so-so, or negative review. Claiming your listing typically will give you the opportunity to respond to reviewers, address concerns, and thank people for their patronage directly.
Add video to offer a multi-dimensional perspective profile of your business. This step can further clarify your brand message and business strengths.

On Bob’s agenda is the addition of video footage from an upcoming customer appreciation event. He plans to show the joy of interacting with his business and capture customer testimonies.

Have you experienced success by claiming your online listings?

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

Sweetening the Deal on Small Business Saturday

Julie Rains — Sat, 19 Nov 2011 20:23:57 +0000

Link:

http://www.openforum.com/articles/sweetening-the-deal-on-small-business-saturday

On Small Business Saturday, American Express will be giving a sweet deal to customers of small businesses. Those who register their American Express cards, shop at participating businesses, and spend $25 or more using the registered card on Saturday, November 26, 2011 will earn a $25 statement credit.

Small business owners and their marketing teams are spreading the word to their customers through in-store signage, fliers, email blasts, Facebook updates, tweets, interviews with local media, and more. In addition, many are collaborating with other small businesses including their vendors, referral partners, locally-focused bloggers, and shopping-center neighbors to publicize and celebrate the event.

The statement credit itself is compelling. But many small businesses will be sweetening the deal with additional promotions of their own.

Retailers with brick-and-mortar storefronts will be marking the start of the holiday shopping season with storewide sales and special events. Percy’s TV and Appliance in Worcester, Massachusetts, will be featuring door buster items plus an across-the-board sale on most items. Carolina Creations, a fine art and contemporary craft gallery in New Bern, North Carolina, will be hosting a Christmas open house. Guests will be served traditional wassail and coffee cake while they fill out their holiday wish lists. The Nest Egg in Fairfax, Virginia, will be offering gifts with purchase and hourly giveaways throughout the day in partnership with its small-business vendors.

How Small Business Is Leveraging Small Business Saturday

Service providers, restaurants, and ecommerce businesses will also take part in Small Business Saturday with all sorts of packages and deals.

Free yoga or dance class with purchase of a spa day and mention of the promotion at Spa Lamar in Scottsdale, Arizona;
$100 discount for customers who enroll in the financial-coaching class, TurnOnMyFinancialLightbulb.com and use a discount code plus three months of free “after class coaching” sessions;
Free dip sampler at New Town Bistro in Winston-Salem, North Carolina, for Amex cardholders who mention the Small Business Saturday promotion;
70 percent off coupon code for a Seeds Club subscription from Mike the Gardener Enterprises, LLC;
Free shipping with a discount code for online orders from Better Batter Gluten Free Flour, which sells gluten-free flour and packaged mixes.

A few are adding to the excitement by featuring special products.

Verde, a salad- and wrap-oriented restaurant in Charleston, South Carolina, will sell specially designed “Small Business Salads” for $5.00, more than 40 percent discount off its normal price for signature salads;
Better Batter Gluten Free Flour will be re-launching several products that have been out-of-stock since April;
Alwaysfits.com, an online seller of whimsical gifts, will include a “Charge It” coin purse with every order over $10.

At least a couple of businesses will be issuing coupon-less offers.

The Doll House & Toy Store in Scottsdale, Arizona will be giving a 26 percent discount on plush toys (the discount percentage reminds customers that Small Business Saturday is on the 26th of November) through a promotion that will be delivered via a QR code on its mobile website;
Mata Traders in the Chicago area will have a coupon-less offer at its booth in the Andersonville Galleria, where Mata products will be discounted by 30 percent.

Small Business Saturday Is Just the Beginning

Jonit Bookheim, part-owner and marketing director of fair-trade fashion business Mata Traders, is busy getting the online and retail shop ready for the event.

“We are spreading the word about Small Business Saturday through our website, blog, mailing list, Facebook, and Twitter. We will have a special offer on that day of 30 percent off purchase, plus the first 50 orders will get a free gift of a tote bag that says ‘say no to plastic.’ The customer would just use the [discount] code at checkout on our website for the discount.We will also be creating our own YouTube video for the Small Business Saturday competition to win a $5000 marketing campaign and a front page spot on YouTube the day before Small Business Saturday. “

For Bookheim, some of these promotional efforts are new and she’s not sure what to expect.

“We received $100 in free Facebook ads for signing up with the American Express Small Business Saturday campaign on Facebook. That means that we'll be featured in ads for Small Business Saturday. We have had an increase in “likes” in the last week, but we attribute that to one of our staff members becoming an admin of our page and inviting her friends to like us. We haven't ever advertised on Facebook before, so I'll definitely be watching to see if we get any increase in traffic and likes.”

Like Mata Traders, The Doll House & Toy Store will be involved in Small Business Saturday in many ways. Plus, the seller of miniatures, dolls, and toys will extend an offer beyond the traditional holiday shopping season. Small Business Saturday shoppers will be eligible to earn a $25 bounce back coupon, redeemable with a minimum purchase of $100 from January 1, 2012 to January 31, 2012.

What are your plans for events, special offers, and promotions on Small Business Saturday?

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

25 Ways to Communicate Better Today

Julie Rains — Thu, 17 Nov 2011 11:24:13 +0000

Communicating effectively is not always easy. You have to make sure that your message is received as you intended and work to understand the messages that others are sending you. As a literal thinker and introvert, I have often missed social cues or simply failed to speak up in order to correct misperceptions, leading to misunderstandings. But I have learned from my mistakes and gotten better at adjusting my style to various scenarios. (See also: How to Learn From Your Mistakes)

Have you ever struggled to express your thoughts or grasp what others are trying to tell you? Use these techniques to communicate better today.

Interacting with People Who Don't Know You Well

Misunderstandings can happen easily when you are talking with someone who doesn't know you well. There are many possible causes of confusion. For example, the listener may work in a field in which specific words carry meanings different from common usage or may be hypersensitive to certain topics. Or you may forget to give background information that is pertinent to your conversation. Pay attention to what is happening and clear up any potential misunderstandings.

1. Speak Up

Even when you use the right words, tones, and inflections, someone else may not receive the message you intended. If you see an inappropriate reaction, identify the source of the misunderstanding and restate your message in a way that makes sense to the other person.

2. Clarify

Be attentive to clues that you need to clarify your statements. Questions often stimulate thoughts that allow you to see the discrepancy between your intentions and the listener's perceptions. Elaborate to address any apparent inconsistencies.

3. Issue a Correction When You Know You've Misspoken

Occasionally, you may make a statement that you immediately realize has mischaracterized your thoughts. Rather than ignore your mistake, acknowledge and correct the error as soon as possible.

Navigating New Territory

When you find yourself in foreign situations, you may need to adjust your communication tactics to make sure you are understood. Decision makers are more apt to listen intently and respond favorably when you act like you know what you are talking about.

4. Learn the Lingo

Discover keywords that are meaningful in new contexts. For example, when my oldest son, a high school senior, broke his right arm just days before the SAT, I quickly learned about testing "accommodations," which helped me communicate with College Board officials and guidance counselors at his school about his need for a computer at the testing site.

5. Write Down What You Want to Say

Before making an important phone call, outline key points on paper. Adjust your message to fit the flow of conversation. Keep your notes nearby so that you can verify that you have covered pertinent details.

6. Stick With the Facts

New situations warrant presenting facts and asking reasonable questions rather than talking excessively about your emotional concerns. So resist being dramatic, especially around those who you don't know well. If your listeners are reasonable people, they will understand and respond appropriately.

7. Research Before Complaining

Learn more about an organization's policies and procedures before lodging a complaint. When explaining why you are dissatisfied, get attention by explaining how the company failed to comply with its own standards rather than how employees' actions fell short of your expectations.

8. Be Poised

Uncertainty and fear can cause you to share too much irrelevant information. Act as relaxed as possible in new situations, even if you have concerns that make you anxious; as a result, listeners will more readily grasp your message and focus on offering guidance rather than calming fears.

While Working

Workplace communications can be tricky as acceptable styles vary depending on the company culture. However, techniques that involve modifying your message and its delivery to the unique needs of your audience are useful in nearly any situation.

9. Adjust the Volume of Your Voice as Necessary

Speaking softly is fine in face-to-face conversations with close friends in quiet homes, but it doesn’t work well when making a presentation in noisy workplaces. Likewise, those who speak to large crowds on a regular basis may need to turn down the volume when chatting with a small group.

10. Speak Slowly

If you are new to public speaking or have limited experience in this area, slow down. Conversational pace does not translate well to speeches to large groups, who may not be familiar with your manner of speaking. Pause at the end of key points so that listeners can process your content easily.

11. Get the Full Attention of Your Audience

If your listener is involved in a high-priority assignment, battling a deadline, or getting ready for a business trip, pick a better time to talk.

12. Research Before Asking Questions

To elicit useful responses from an expert (whether a thought leader in the industry you are pursuing or the technical services rep of a vendor you are evaluating), do some research. Find out what is considered common knowledge and determine the various schools of thought on certain issues. As a result, your conversation moves beyond the basics to more substantial and significant issues.

13. Be Clear About Deadlines

When you make a request or extend an offer of assistance, talk about timelines. Whether you are asking for a report from a colleague or preparing content for a presentation for your boss, confirm the deadline to make sure you stay on schedule.

Communicating in Writing, Online or Offline

Whether you use a casual style for emails, posts, etc. or a formal style for printed letters, research papers, and so on, understand that readers will see your words only and may miss subtle meaning that could otherwise be conveyed easily in a face-to-face conversation. So be as precise as possible.

14. Re-Read Your Message

Re-reading an email (or any written communication, such as a personal note, professional bio, or research paper) brings typos to light. Revise and read again.

15. Use Correct Grammar

Many people are genuinely confused by misplaced commas and dangling participles. Rework awkwardly worded sentences.

16. Use the Right Word or Phrase

If you have even the slightest doubt about the meaning of a word, look up its definition. Discover a word's original meaning as well as its present-day connotation.

17. Use Formatting Tools in Emails

To highlight key points and deadlines, bold and underline text to emphasize important content. Place certain items, like names of program participants or event schedules, in bulleted form for easy scanning.

18. Avoid Using Humor

Your family and close friends, or those who are familiar with your style, may appreciate your humor. But those outside of your inner circle may misconstrue your words. Sarcasm especially does not translate well in writing.

Listening

Listening is often overlooked as a tool in effective communication. One of the easiest ways to improve communication is to pay more attention to those who are speaking and sending messages to you.

19. Slow Down

Comprehend what the speaker is saying, rather than trying to move quickly through a conversation. Avoid predicting what the other person will say and focus instead on what is being said. And, rather than interrupting with your thoughts, wait for a pause before responding.

20. Confirm Your Understanding

If you are interacting with someone for the first time, there is a strong possibility of a failed communication. If you are unsure about what happens next (what action you should take or what the other person will do), ask questions. Even if you think you are sure, rephrase statements to confirm mutual understanding.

21. Remember

The more you can recall about the content of previous conversations, the better you can communicate in subsequent conversations.

22. Archive Your Emails

Store emails so that you can re-read them if necessary. Verify key points as well as details such as meeting dates and assignments.

Adapting Your Message to Your Audience

Another commonly overlooked but simple way to improve communication is to adapt your message to the needs, preferences, backgrounds, values, etc. of those who are listening to you speak or reading your written messages. Avoid hot buttons and try to convey ideas in ways that resonate with members of your audience.

23. Assess the Knowledge of Your Listeners

Rather than underestimating or overestimating someone else’s background in a certain subject, ask what they know about your topic. (Keep in mind that audience members' lack of knowledge in your field does not mean that they are ill-informed or poorly educated in general.) Check for understanding during your conversation and make adjustments as appropriate.

24. Show Respect for the Values of Your Audience

Do some basic research by reviewing individual or company websites, statements of purpose, operating principles, etc. to gain an understanding of others' perspective of the world. Make sure that your business proposals, idea pitches, etc. are compatible with their values.

25. Use Familiar References

Learn about the professional backgrounds, hobbies, lifestyles, families, etc. of audience members. Tell stories and use metaphors that relate concepts to their life experiences.

What techniques have you used to improve communication?

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

4 Genuine Ways To Execute The Brand Promise

Julie Rains — Sat, 12 Nov 2011 00:06:14 +0000

Link:

http://www.openforum.com/articles/4-genuine-ways-to-execute-your-brands-promise

I have witnessed the brand promise of a prominent local corporation executed flawlessly at one location and fumbled ridiculously at another site. For years, face-to-face, phone, and online experiences fell far short of perfection. Its tagline—meant to imprint a positive message in the minds of community members—made me smirk more than smile.

Because of the company’s domination in my local market, I repeatedly found myself in the undesirable position of having to access its services. On one occasion, rather than search for another source, I resigned myself to close supervision in order to prevent disaster. However, I was astonished and pleased to see genuine execution of the brand promise.

Having seen what works (and what does not), my starkly different experiences made me think about how businesses can keep their brand promises. Successful execution starts with the mindset that the promise is meaningful and relevant for the long haul, not empty words that keep shareholders and stakeholders happy for a fleeting moment. After the foundation has been laid, take these actions to keep the promise alive.

1. Precisely Determine the Brand Promise’s Affect on Day-to-Day Activities

Relate the brand promise to common interactions and scenarios. Let everyone, customers and employees alike, know what to expect when they initiate transactions, respond to requests, and perform certain tasks. Design protocols for these customer touch-points, and communicate them widely via your website, in-store signage, employee manual, etc.

Specific areas to cover might include:

Response times for certain types of inquiries;
Lead times for order processing, product deliveries, and project completions;
Product return policies;
Timing and frequency of communication alerts.

Having highly visible operating standards can be scary, but such communication helps customers and employees discern between unreasonable and reasonable expectations. Plus, managers can readily distinguish an actual service failure from a perceived sleight, and take appropriate action quickly.

2. Embed the Brand Promise in Employee Documents

Make sure the brand promise appears in key employee documents—job descriptions, training materials, performance reviews. Trust that employees will commit to memory each of the specific deliverables that the brand promise encompasses. But don’t stop with statements posted on the website or engraved on a plaque at the office. Integrate actionable items into communications with employees about their job duties.

Spell out the brand promise in ways that employees can apply on a daily basis using these methods:

Develop job descriptions that detail position requirements and performance standards consistent with your tagline. As a result, employees can focus on doing their work tasks correctly, rather than trying to remember and follow brand-promise guidelines that may not seem relevant to their job functions.
Train employees to interact with customers, vendors, and colleagues. Conduct role-play sessions to illustrate how you would like your promise to be interpreted and applied in various situations.
Design performance evaluations to measure adherence to work standards, which should be synced with your brand promise.

3. Hire Smart, Dedicated, and Genuine People

Hire people who have the credentials and capabilities needed to excel at your company. But don’t extend offers to those who merely pass your screening hurdles. Search for candidates who are enthusiastic about executing the brand promise.

Look for people who have demonstrated these characteristics in previous positions:

Insightful: She intuitively understands your business model and brand promise, and has clarity about what they mean for complex problems. (Nevertheless, you should detail requirements to ensure consistency among all employees and adherence to expectations in murky situations.)
Receptive: He is eager to grow professionally and personally, not just at the start of his career but throughout his working years. Though confident in his abilities, he is willing to consider and learn new ways of doing business, particularly as technology and mindsets change.
Innovative: She brings new ideas to the organization that fulfill the brand promise with personable and fresh, rather than robotic, approaches to managing customer relationships.

4. Listen, Ponder and Act Appropriately

Encourage your customers and employees to express appreciation and concerns. Make contacting your business really easy, whether someone wants to give a positive review, ask a question, or lodge a complaint. Then, listen.

Don’t react quickly just to quiet a concern. Consider complaints from the customer’s perspective and your employee’s point of view. Evaluate whatever information is presented in order to determine whether your company has lived up to its brand promise or failed to deliver.

Craft and execute your plans to include:

explaining to the customer what actions you intend to take;
acknowledging any shortfalls in the behavior of your employees;
bringing any broken promises to the attention of your staff; and
making adjustments to your operations, policies, and communication styles that will allow your organization to stay true to its brand messaging.

Acting appropriately rather than reacting to momentary pressures allows you to advocate for those who want to do the right thing but not just anything the customer wants. If your employees know that you will protect them, then they will be doubly committed to executing your brand promise in each and every customer interaction.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

Great Ways to Improve Your Resume Today

Julie Rains — Tue, 08 Nov 2011 10:24:37 +0000

Does your resume work? Are you communicating how your professional capabilities and past experiences are relevant to the needs of hiring managers? Make these quick changes to convey why you are valuable in ways that other people can understand. (See also: Stupid Things to Put in Your Cover Letter)

Focus on Targeted Industries, Companies, and Disciplines

Just as your job search should be targeted to specific industries, companies, and disciplines, the language in your resume should be geared to those who make hiring decisions in these fields. Very often, the culture of your current employer requires you to use certain terms, phrases, and acronyms that are unrecognizable outside of your workplace; as a result, reading your resume is like deciphering a foreign language.

Fix whatever is confusing or misleading:

Replace company lingo and buzzwords.
Update lists of customers, brands, vendors, etc. to include those relevant to your targeted industry. (This process may involve removing relatively unknown customers and inserting those that are widely recognized or giving broader descriptions such as “a leading company in the outdoor gear industry” or “Fortune 500 corporations.”)
Revise sentences that showcase accomplishments using industry-specific references. (For example, a manager of an industrial laundry could replace “doubled pounds washed weekly” with "increased facility output by 100%.”)
Reword job duties to resonate with hiring managers in your desired field. (For example, a salesperson who is trying to land a training position may “educate customers on product attributes through hands-on instruction and formal presentations.”)

Add the Obvious, Yet Essential

If you are rightly trying to be succinct and touting what makes you unique, you may leave out essential points. Certain tasks should be mentioned, even if they seem mundane. Reassure your readers that you can unhesitatingly handle duties such as:

Staff supervision
Budgeting
Presentations
Interdisciplinary collaborations
Global travel

For example, you can "direct employees and manage recruitment, hiring, performance reviews, coaching, and career development...develop and administer annual operating budgets...deliver presentations to customers, employee groups, and vendors...collaborate with design, merchandising, sourcing, and logistics teams...travel throughout Europe and North America to visit customers, investigate new vendors, and research global trends."

Place Your Work Into Context by Quantifying Volumes and Dollar Values

The complexity of your accountabilities and the magnitude of your accomplishments can be revealed when you mention numbers. Quantify this type of information:

Sales, percentage of sales growth, and new accounts opened.
Presence worldwide (e.g., stores, distribution centers, visitor traffic, subscribers, countries with sales offices).
Purchases to support daily operations or expended for capital projects.
Employees supported or supervised directly.

Clarify the Confusing

Not every job or assignment fits neatly into a standard format. Quirky requests from your boss, unusual situations, and once-a-career opportunities boost your qualifications but are tricky to capture on a resume. Deviate from the established format to give clarification:

Add specifics that convey your duties explicitly if a position involved performing tasks not typically associated with your job title. Place a descriptive title in parentheses next to the official title.
Elaborate on unconventional arrangements, such as an intense project that consumed a couple of years of your career or a major assignment that you handled in addition to your regular duties. (For example, under a heading of “managed product launch concurrent with accounting duties,” describe your success in marketing a new product.)
Streamline your employer's names, especially if your employer has been through mergers, acquisitions, etc. List the most recent or most prominent name rather than every variation.

Polish and Showcase Accomplishments

If you have been engrossed in day-to-day challenges, worked for tyrannical bosses who didn't acknowledge employee wins, or stayed at a single job over an extended period of time, you may not easily recognize and record major problems solved, value added, or results delivered. Reflect on your past and pump up your accomplishments:

Send a visual signal that certain items are important. List accomplishments in bulleted form distinct from regular duties contained in a paragraph or add a heading for "accomplishments."
Rephrase content about assignments that seemed ordinary at the time but, in hindsight, led to significant accomplishments. (For example, sales calls required to keep your job yielded "7 new accounts and $2M in incremental sales.”)
List team achievements in addition to individual ones, as most are made possible in collaboration with other people. Introduce or conclude the accomplishment with "contributed to" or other appropriate wording to show your role.
Tout great things that happened during your tenure, even if everything did not go perfectly. (For example, showcase that you “developed and executed a logistics plan for the 2010 holiday season that supported a sales increase of 30%” even if you missed the company goal of reducing shipping costs.)

Move to the Next Level Professionally

If you are a recent grad, then you may struggle with getting rid of entries for jobs and activities that represented your identity just a few years ago and laid the foundation for your success. If you have been in the workforce for a while, you may have had compelling experiences that are no longer relevant to your career goals. Put your past into perspective by taking these actions:

Update your professional and community activities to reflect current involvement.
Replace your objective with a professional profile indicating areas of expertise.
Streamline information on portfolio projects, interim jobs, part-time work, and internships to key points meaningful to your present career goals, rather than a full description of all activities.
Boost the visual impact of your real-world jobs by elaborating on most recent positions and accomplishments, especially if you are now working in your desired field.
Move your education to the bottom of your resume so that your more current experience is highlighted.

Improve Readability

Great content on your resume is crucial but information should be easily and quickly gleaned. Make these changes to improve readability:

Adjust your font size to 11+ points and add white space by trimming words and widening margins. Expand content to two pages if necessary.
However, if your resume has a few lines on a second page, trim to a single page by:
- Eliminating articles such as “a” or “the”
- Placing titles, employer names, and dates on one line
- Putting contact info on one line
- Using actual numbers rather than spelling out details (5M, not “five million”)
Ditch the template, particularly the one that places your contact information in teeny-tiny font sizes.
Consolidate freelance positions rather than listing each assignment separately.
Eliminate repetitive information.
Reduce the number of fonts to one but use attributes (italics, bold, character spacing, all caps, etc.) to differentiate headings and sub-headings.
Remove wording that reads like a job description.

How have you changed your resume to improve job-search results?

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

Making Your Web Presence Both Local and Global

Julie Rains — Fri, 04 Nov 2011 20:36:03 +0000

Link:

http://www.openforum.com/articles/making-your-web-presence-both-local-and-global

The local flavor of your business is a selling point but you would like to grow your customer base without abandoning area ties or compromising your heritage. Just as offline activities can enrich your digital presence, distinctly local roots can complement your global aura.

Appearing both local and global allows your business to:

Deepen the connection to locals among both existing customers and prospects;
Establish and reinforce brand positioning;
Serve as a destination for tourists or those visiting the area for professional or personal reasons;
Generate sales of merchandise, services packaged as products, and professional services.

I have discovered that there are common themes among local businesses with websites that successfully combine worldly sophistication with down-to-earth accessibility. Here are the best of their approaches that serve local and global audiences equally well:

Go Deeper Locally

Emphasize your localness to enhance your global appeal. That is, explain how your geography, historical roots, area customs, and local customer base have shaped your business. Giving context to your business model demonstrates its global orientation.

So, although it may seem counterintuitive, showcasing your localness in order to promote a global perspective can make your business appealing to those outside of your immediate area. Use these techniques for illuminating your world-class personality:

Physical location: Show where in the world you are using Google Maps or similar mapping tools, and give directions to your storefront, office, or whatever site represents your physical presence.
Staff: Tell customers about your employees, especially those with whom customers are likely to encounter while doing business with your company. Staff profiles can be formal by listing experience, education, and expertise, or entertaining by relating leisure activities, fun facts such as the most compelling reason they work for your company, and favorite products that your business sells.
Image gallery: Illustrate how customers interact with your business.
Calendar: Let people know about special events in which your business participates or ones you host or sponsor so that they can connect with you or staff members in person and understand what community issues are important to your business.
History: Tell your business back story and a brief history of the local area, highlighting details that are relevant to your current operations.
Local vendors: List local vendors to convey commitment to quality sources and sustainability, and further differentiate your business.
Media coverage: Mention media coverage and awards to relate the areas in which your business excels.

Embed Global Happenings Into Your Local Offerings

Showing your awareness of world events expands your business’s reach and appeal. Specifically, taking action to address a global issue emphasizes that you understand how your day-to-day decisions affect people everywhere. But you don’t have to focus solely on weighty issues such as hunger, disease, and strife; observe national and world happenings such as new product releases, country celebrations, and national day/week/month events.

Consider these ways to give a local face to global happenings:

Community involvement: Promote your local involvement with an issue of global concern, ideally one with a natural connection to your organization. Start a local initiative or get involved with an established program.
Best practices: Adapt traditions and practices in another region to your local area.
Appearances: Appear in person or arrange for a representative to connect with existing or prospective customers, media representatives, or vendors at local, regional, nationwide and global events. List these appearances on your calendar.
Special events: Host special events with tie-ins to national or world celebrations.

Offer Resources that are Useful and Entertaining to a Global Audience.

Improve the quality of your customers’ lives in some way through online resources that entertain and educate. At the same time, these resources should broaden your audience, providing more opportunities to generate sales.

Add content in one or all of these formats to help customers and showcase your expertise:

Videos: Demonstrate techniques and answer common questions on certain topics;
Reviews: Review products to give insights on selected products as well as the perspectives and preferences of staff members who routinely advise customers;
Blog posts and podcasts: Deliver information and commentary on topics that may include industry news, common dilemmas, and responses to individual questions;
Catalog: Sell merchandise and digitally-packaged products such as e-books, webinars, or access to premium content.

Having a local plus a global mindset is useful in articulating what differentiates your business from local competitors and companies worldwide, elevating your worth in the eyes of customers. Plus, your unique understanding of global practices and local traditions is valuable in helping nearly anyone in the world to do business with your company, quickly, easily, effectively, and profitably.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.

Customer Service Mistakes You’ll Never Recover From

Julie Rains — Tue, 01 Nov 2011 17:26:43 +0000

Link:

http://www.openforum.com/articles/customer-service-mistakes-youll-never-recover-...

The latest customer service incident to go viral is the snub of a bride-to-be and her bridesmaids by Australian bridal retailer GASP. A store incident sparked an email exchange in which a shopper politely, yet pointedly, complained about her experience with a rude sales assistant. Instead of apologizing, however, the area manager criticized the shopper as “undesirable” and defended the employee as a “qualified stylist,” who is so good at what he does that the manager does not tolerate having his time wasted by those who can’t afford its exclusive product lines.

Judging from news accounts, GASP expects to not only recover from this situation but also profit from the publicity. However, spokespersons may be confusing temporary fascination with long-term elevation of its image. In fact, the company may never recover from this very public mistake.

Serious customer service failures are not always so blatant. But even subtle miscues can be dangerous to the long-term health of your business. Here are a few to avoid.

Carelessly Responding to Customer Inquiries

Answering customers’ questions is time-consuming and often tiresome. Most customers do their own research but generally want to tap your company’s expertise at some point. They may need guidance in finalizing a purchase decision, clarity about the best approach to a complex problem, or assistance with real-world applications.

Meanwhile, your customer service representatives may think that quick resolution of customers’ issues is more important than the thoroughness of their responses, particularly to questions that seem irrelevant. So, they share minimal information that, while technically accurate, is misleading. Or, in worse-case scenarios, they invent off-the-cuff answers or feign confidence when they are unsure.

If customers suspect sloppiness on the part of your employees, they will walk away immediately. In other cases, trust deteriorates over a long period of time as customers become aware that they have been receiving useless, even harmful information. Rather than serving as your advocates, they abandon your business in favor of companies with more patient, knowledgeable, and helpful employees.

Attempting to Justify Customer Service Mistakes

If you have trained your leadership team properly, then they will know that all areas of your company interrelate to impact the customer experience. When a customer complains, these leaders consider the complexity of issues that need to be addressed in order to assure excellent service. But too much weight placed on internal challenges can make managers seem indifferent to the needs of customers. Apologies are couched in terms of company difficulties, not customer disappointments.

Your customer clearly sees the service error, and likely the problem that led to the mistake. Long-winded explanations and justifications by employees do not restore the relationship, but give the customer a reason to never return.

Making More than One Mistake in the Same Transaction

A rational customer understands that employees make mistakes. So, when your company delivers a slip-up instead of a “wow” experience, acknowledging the failure and giving a sincere apology typically preserves the account. In some scenarios, genuine concern strengthens company-customer relationship.

If the transaction has multiple steps and is not yet complete, customers expect flawless execution after the first problem arises. A second error in another phase is catastrophic. After a second mistake, the customer reasonably believes that your company does not have the capabilities to provide the service level required. The past apology now seems more like a stopgap measure rather than admission of a momentary misstep. So, while honesty does make your company more real and people bond to realness, authenticity doesn’t trump lack of expertise or effort.

Misjudging a Customer’s Needs Based on a False First Impression

To formulate the right solution to a customer’s need in a timely manner, an employee may make quick assessments, which are usually reliable. In Blink, bestselling author Malcolm Gladwell explores how first impressions can be useful in making fast, spot-on judgments with a limited amount of information. Gathering too much information can be counterproductive, he argues; that is, more facts are not better and may cause people to make worse decisions than those with less data.

However, rapid cognition has a downside that Gladwell readily admits. First impressions, whether accurate or not, are difficult to overcome. Valuable information provided by certain customers may be dismissed as irrelevant and extraneous no matter how many times it is repeated and emphasized. These customers become frustrated and abandon the company to find a business with employees who listen and service their highly specific, well-articulated needs.

Preventing Unrecoverable Mistakes

You gasp at the thought of sending mean-spirited emails defending a snobbish, foolish employee. But less obvious service mistakes, if unchecked, can cause customer relationships to fall apart. Stem problems by training your employees.

Listen intently, extract relevant information, and evaluate needs carefully before dispensing advice, recommending a product, or customizing service.
Share expertise and offer guidance in navigating selections and making decisions.
Be honest but not wordy.
Clean up mistakes and take actions to prevent them.
Eliminate the gap between your brand messaging, stated policies, etc. and service levels.

Customers consider your company the go-to place for advice, products, and services in whatever space your business occupies. Be the business that your customers want you to be.

Written by Julie Rains and published on Wise Bread. Read more articles from Wise Bread.