randall mckee: prevailing rant

Customer Accolades - Get them in writing...

2009-02-23T12:59:00.000-08:00

In my last Post I made a fair argument for the value of recommendations and in this post I'll do the same for customer feedback. Whether the feedback you've received in the past is un-solicited or you ask them for it, always get it in writing. If you are in the Customer Service or Sales worlds documented customer comments are HUGE! If you are out there building relationships they will follow through just as you have done for them so don't be afraid to ask them for thier experiences in writing.

Here are a few examples of what some of my previous customers had to say when I was working for a custom bell company, please note [ ] would indicate I have modified the text for privacy and licensing reasons:

Dear Randy,

I do not think when Mr.[M] began the [Bell Company] in 1981 that he would have ever imagined the word "google" factored into his future, yet that is in fact how I found you. How fortunate for our family.

I just wanted to drop you this line to say thank you again for being an Ambassador for [Bell Company]. John is sailing home as I write you now, from the Caribbean He is aboard his beautiful custom [name of yacht]. He was very touched to have received his now beloved [Bell] on his birthday, and it arrived in ample time, just as you promised. It was the crowning touch for his new yacht.

Despite John's career as a business leader through the years, and having received many generous tokens and gifts in his lifetime, I think you really tipped the scales by encouraging me to consider this quality and memorable treasure. (OK...maybe the rosary personally given to him by Pope Paul VI is up there with great memories too)!

We are in the process of building a [power yacht] 47 in Florida, and upon completion, I'll be touching base to ask you to design another [Bell] for her. We do not have a name yet, and I think the engraving will reflect our love for the sea. Just need to find the right quote. If you were here, I know you'd have just the right one.

I wanted to honor my husband and his love of sailing; your enthusiasm,
ideas about design, consideration for my budget, and grace and professionalism with which you transacted the entire process, made the decision seamless for me. Thanks so much for that.

Continued success in your work at [Bell Company], Randy. Your loyalty and service is a tribute that reflects the love of what you do and or the product you represent.

Sincerely,

M. [G]

Proud owner of a [Bell]

Maryland

More:

Randy,

Very recently our organization, the Virginia Maritime Heritage Foundation, bought an eight inch bell from you as a going away present for one of our captains. We had been looking for the perfect gift for someone who had just about everything you could ask for in the nautical department. We also had a very limited lead time for a bell of the caliber your company produces. The engraved bell your company produced for us was of the highest caliber, and the perfect gift for Captain [A], who had given so much to our organization. My experiences dealing with you directly were always positive and exemplified what I expect from a company that cares about their product, reputation, and clients. Everything about the experience was positive. Thank you for what you do, and the quality product you produce.

Sincerely,

Captain [H M]

Schooner Virginia

Virginia Maritime Heritage Foundation

Norfolk, VA

More:

Randy has worked with me on an exciting bell cast to celebrate my mom's 65th
birthday. He has been patient with my many suggested modifications, and very
professional from start to finish. His demeanor and actions consistently
exemplified customer service. It was a pleasure working with him.

Dr. [J A] MD
[Maine]

More:

My experience with you has been outstanding. Also my son related your
great cooperation with him in getting the bell he ordered on behalf of
my company as a gift at my retirement dinner on March 12th. My
understanding is you turned the order around in record time and
shipped to be available for the dinner. Your cooperation in dealing
with my subsequent order for a mounting stand was excellent as well.

Thanks again,

[B S]
BAE Systems, Retired

Technology for Small Business

2009-02-19T06:49:00.000-08:00

You don't have to have read "The Cluetrain Manifesto" to realize how the web has changed the way consumers do business and frankly if you're reading this Post you're headed in the right direction even if you don't have a site for your small business yet.

For "Grease Monkeys" and Hair-stylists alike, having a website developed with contact forms or simple email doesn't have to be as confusing or painful as it might have seemed years ago...

Even eBay can offer new avenues of contact with consumers, you can create a seller profile and post items with pictures in 10-15 minutes - that's how intuitive the process is, and those that create web presences have gotten really good at making it a great experience for any small business owner. Today's IT professionals speak our language and know how to deliver a product that makes sense to and for us.

Why do you need a web presence? It doesn't matter if you sell widgets or fix widgets today's consumers are not reaching for the phonebook as often because they want to know who they are doing business with not just how to contact you. Consumers are looking for deals with dependability, local talent with world-class service, and they want to know NOW!

And technology doesn't stop with getting the business, how about learning about your business patrons and your business in general, keeping your business patrons, or getting business defectors back? Today's Customer Relationship Management software, or CRMs, are easy to use and maintain, and have attributes that will pay for themselves in no time. If business slows down what do you do now? Put out a sign in front of your shop? Spend more on advertising? Not bad ideas yet with a CRM you can populate mailing lists (Mail Merge), or email lists, and send correspondence to your customers letting them know you want their business again in a matter of minutes depending on complexity. You can even integrate the information you're storing in P&R software, like Quickbooks, into most CRMs where the data is much more useable from an after-sales view.

Another great technology would be Intranet and/or Corporate Portals. As the Internet allows us to reach out globally to interact with outsiders, an Intranet provides networked access INSIDE your organization with multiple uses. Many businesses run on what is commonly known as "tribal knowledge" where some employess carry different experiences and skills with them causing isolations of skills or information within your company. An Intranet allows you to post knowledge-bases (or FAQs) accessible by all employees by permission where they can find information that previously was held by just one person. Intranets can also support Portals where remote employees can still access company information, CRMs, even place Orders!

For more about this post use comments or email: randall.mckee@hotmail.com

First Impressions and Impressions in General

2009-02-19T05:35:00.000-08:00

Our Moms were right, you know... first impressions go a long way. In some cases, when initially contacting future employers, you have just a fraction of time where they decide to continue or not continue conversations with you. If you email or send a letter make sure there are no mis-spellings, don't use goofy fonts, and if you create hyperlinks in emails make sure they are functional.

Not five minutes ago I was glaring at text that I had hyperlinked, a feeling creeping in that all was not right and yet ignored my instincts and fired off the email anyway! (How to fix? I sent the same email with the urls correct in an attempt to show the recipient that I was aware of my error, for whatever that was worth). When my Cc landed in my inbox I tried the link and my gut was correct - failed url! A colleague of mine was known to ask, "... does your stage crew wear black?" I put it less poetically as ..."don't screw up the message with the delivery," yet these are two similar concepts in that each requests that delivery of any thought, service, or other be seemless to the receiver. Lest we create a poor impression.

When making contact in person the list is longer, right? Hygiene, wardrobe, language usage; these are all key factors in making an impression in person. It may even be appropriate to dress down somewhat if you know the culture is more casual. I've actually been offered the job at the end of an interview and then had my new employer sheepishly ask if I could tone down the corporate look...

Dot your I's, wear a white Tee, and maybe after a great first impression you'll have the chance to make an even better second impression.

Referrals and Recommendations

2009-02-17T07:40:00.000-08:00

Referrals and recommendations are HUGE when attempting to show you're previous impacts with employers, clients, superiors and co-workers. These are expressions of appreciation from others when you have performed well for them and they appreciate it. Like a Pat on the Back...

Prospective employers may not care what you say you can do, or have done, so much as it is better to have it in somebody elses words and views. As soon as you know you have ever impressed someone with your work, ask them to write out their experience(s) and save it for later. Some may say, "I'm sorry but I don't have time so I can't," well I've got news... A very wise man once told me that saying "I can't" means "I don't want to"... so don't be afraid to ask them that if you write it, will they review and sign-off on it. This sounds nuts yet I have had two people actually suggest this to me when I asked them for their experiences... that's a lot of trust but if you have earned it, all the better to show it off! Remember, while looking for a new job you have a lot of time, the folks you request things of may be too busy to package a document so give them a hand if they are agreeable.

Keep it simple, specific (so they will recall the examples of work you write about), and of course be factual. Don't betray the trust or assume they will not really review the document because they should and will. These are people of integrity thats the value in the document. Here are those letters from each after they tweaked what I had documented:

My last in-line Superior wrote:

Randall McKee worked for Duvall Design from June 2008 to January 2009. During that time he proved himself to be a self-motivated team player, creative, and resourceful. Although Randy came to us with a large tool box of MS Office Suite and PC applications skills, our environment required he master MAC OS, with associated applications. Within the first week he took on a large back-log of Trade Show leads; created and executed emails and mailings, with follow-up phone calls to each in an attempt to generate new business even while learning how to use MAC applications.

Over time Randy created all of the collateral he needed and used to represent Duvall and our products, including full color pictorial Brochures, Catalogs, and DVDs with text and narratives demonstrating in-depth product knowledge, understanding of our company and markets, and creativity far beyond the scope of his pay-grade or position requirements.

I personally saw great uses and potential for Randy's organizational skills while he lead the development of our new Consumer Products line and the launch of our Retail space, as he simultaneously managed development, marketing, collateral, and preparation of the physical space (Randy performed at roughly 50-60% of sales projections for this new, premium priced product) while still maintaining a busy work load interacting with and creating estimates for other markets and industries working side by side our Designer and Owner Charles Duvall.

Regards,

Monica
Monica Perry Director of Operations
Duvall Design
http://www.duvalldesign.com/

Here's what a Client/Partner had say regarding my performance as Account Manager/Lead Telesales Agent:

I have had the privilege of working with Randy McKee for the last 4 years. In that time Randy showed diligence, fortitude and integrity in all of our transactions, and I was extremely pleased with our experience. He started out calling our perspective customers, and impressed me so that eventually I asked him to help in training all of our corporate dealers throughout the United States. He managed tens of thousands of sale leads, and made a presentation at our annual sales meeting that was truly exceptional.

Randy represented us in a manner that showed his inherent understanding of my business needs, ownership in our culture, and the commitment to increase our sales even in challenging times.

If I had a job available in Randy’s geographical area I would be very comfortable hiring him, knowing that he would excel at the job. He is the type of person that is very self motivated and will rise to the top in whatever endeavor he chooses.

David Gordon
President and CEO
Katahdin Cedar Log Homes
http://www.katahdincedarloghomes.com/

Heres are a couple of Recommendations that can also be viewed by Members on LinkedIn:

“Randy McKee has several key attributes that yield success in his endeavors. For one, he is unstoppably energetic and positive. His can do attitude and solution focus provides results. He also is eager to learn, has solid relationship selling skills, and is able to represent our firm to clients or prospects with integrity and professionalism.” June 27, 2007
Randall (Randy) Anderson, VP for Client Services and Business to Business Operations, Taction; managed Randall at Taction

“It is with great pleasure that I make this recommendation for Randy McKee. During my time with Randy, he filled many roles and capacities. Randy is always willing to step up to the plate and make improvements with a degree of poise and passion. His enthusiasm and "can do" attitude are infectious. Randy not only looks at the goals in front of him, but see the big picture as well and follows through with a practical and comprehensive plan to get there. Through all the hats I've seen Randy wear he's always made great contributions that affected the company and it's employees in a positive way and encouraged others to participate. I would recommend Randy in any capacity as he has the personality and the know how to adjust to change and adapt to his job functions very quickly with a great attitude.” April 15, 2008
Mary Caldwell, former HR Coordinator, Taction; worked with Randall at Taction

Hire Me, Please...

2009-02-17T07:15:00.000-08:00

I'm searching for a job... Not just any "job", more like a career, but in this economy I'll take what I can get and in an attempt to secure something great I have created this blog to highlight my experience(s), interactions with and recommendations/referrals from those I have worked for and with. This posting is an extension of my Public Profile hosted by LinkedIn.Com of which I plan to blog about at another time. Maybe you'll find something in one of my posts that will inspire you in your career search, maybe you'll hire me for an exciting position with your company or recruit me for your employer - that would be fantastic.

The Effects of Invisibility

2009-02-03T05:19:00.000-08:00

If todays stalled sales were "evil", these guys are the "markets"!
I've touched on this subject before so I'll keep this post brief yet today I felt I should write about the effects of invisibility in a recession. Business owners cannot allow themselves to go invisible which means marketing must be maintained. Even downsized ad campaigns can keep you visible. Be creative, use target markets where you know your customers live and breath. Get in front of them anyway you can because the truth is they will forget about you and the folks who weather the storm with consistent smaller campaigns will be the new choice for your customers. Be honest with yourselves, this is not going away anytime soon, so don't wind up like this guy...

Don't Be Too Wordy...

2008-11-14T15:04:00.000-08:00

"It slices, it dices, it makes Julienne fries..." may have not meant so much had we not seen that amazing product performing all of it's capabilities. Television does have it's benefits one of those being the drawing in of those of us that are more visual than others. If you have to see it to believe it yourself you may want to think about that before you layout your next PRINT ad campaign. Print is a dicey medium of thumb licking, page turning, woops there you go by without so much as a glance that your opportunity is finite, fleeting, and must be well thought out.

I thought of this as the phone was ringing off the hook this week, our web contacts hitting my inbox one after another, "what could be causing all this fuss," I wondered and thinking back to the last time we posted a new product line on DuvallDesign.Com, recalled the buzz that occured around a simple .pdf of products, pick and choose if you will, a simple solutions based option, ..."here it is choose one or many". To me, it seems, it has always been as simple as show someone a solution and they will own it. So looking now at the simple print ad we are running and considering it was designed around a collage of images at our bosses desk, those he thought best represented our companies broad reach of capabilities I see that what occured may have something valuable for all of us. In the past we had run ads that spoke a lot about who we are and what we do and they were beautiful ads, yet somehow this new ad seems to say more without one lione of text included within. Just a logo, web address, and phone number brushed over image after image of "here it is, come and get it." Sometimes, I know it to be true for myself, we can be just too wordy for our own good.

Selling Vs Providing, It's all about Customer Experience

2008-06-06T05:16:00.000-07:00

We've all seen them, small hordes of Salesmen huddled on the Showroom stairs or hiding just inside the doors. Car Dealerships are notorious for generating the hungriest of predator sales-people.
We all buy from them, so no offense meant here, but what a poor feeling it is to be dealt with by someone who just does not listen to you at all and cannot wait for you to get out of the Sales Office because there's another "live one" drooling over an over-priced luxury model right outside the window? Have you ever wondered how and why so many small independent auto dealers can stay in business even though their pricing and inventories are not competitive at all? It's because time after time they maintain real satisifying relationships that result in repeat and referral business.

Building relationships is very difficult as let's face it the customer IS not always right, yet they are never wrong. Each one comes to us with pre-conceptions and fears and it will be the sales-person with skill and compassion that will win them over and get them back time and time again. By becoming a "provider" instead of a "seller" success will follow every time. As a "provider" we realize that the consumer does not need us or the product we represent, that we must educate and build value, most importantly we need to earn the trust and respect of that consumer before we can expect to ask them to purchase. Once you have done that you have created a relationship wherein you may ask for their business, their recommendation; and really important here, their referrals.

Try these core principles to become more of a "provider":

1) A provider asks questions to develop an understanding of need(s)
2) A provider listens to the consumer to develop an understanding of need(s)
3) A provider "owns" the sale and is truly available, always

If you have questions please use the contact form to get your answers, or just leave a comment.

Marketing Counts, make the most of it...

2008-04-24T18:00:00.000-07:00

In the Northern reaches of Maine you may assume that not a whole lot goes on in the background however with a region struggling to hang on to it's 4-Season Tourism every business owner is frantically reaching out for new consumers while fluffing the pillows a bit more for those who return each year. They join the local Chambers and Regional Tourism Groups, they have websites, or at least listings on the local Town sites. They spend here and there on local newsprint and placemat space ads, yet when they get together noone can agree on any one strategy to make things better and/or get the best bang for the buck. When new opportunities come along, that may land their names in front of well sought after markets, they balk at what is new. And who can blame them when all it takes is one rainy summer or ironically a winter without enough snow and each following season becomes all that much more dear as do the small morsals of income that come with them?
It truly brings to mind the one-armed paper hanger struggling to drape the next piece in place while the last piece begins to slip down the wall, all round. Like a house of cards, like Babylon out of control.

Upon recently learning of a "new to that neck of the woods" couple's purchase of a remote Lodge Outfit my wife and I thought either bravehearted, deep-pocketed, or fools each! The sobering thought that even if all three were true the venture may eventually fail within a year or two. And what a shame! With miles and miles of hiking or biking trails, lakes and ponds at every turn, open for use and as clean as the day created, what a shame it would be if noone could keep a lodge open, or the stores, or restaurants. Those of us who don't want to do it all on our own would be shut out of the Northwoods of Maine forever for lack of facilities to accomodate us. And yes, I have to point out I'm a mostly 'do it myselfer', we tend to go to town out of patronage more than need and even still I read the placemat ads and I pick up the local free paper because I know that this is where you find out who really wants your business. Read that last line again folks and let it sink in...

The biggest mistake a small business owner can make is to assume people know about their business, what it offers, and who it serves. The second biggest is to throw money at marketing like you have already made it, so don't get me wrong... budget counts and the spending has to fit.
By spending within budget; in carefully researched mediums, in consistent campaigns, a business will see the return on investment and the smartest spenders research this as well. Ever scoff at a clip-out Coupon until you find yourself standing in an icecream line waving two Washingtons and a Coupon for one free? One of the oldest media tracking devices, Coupons tell you concretely that your ad worked and if you put a code on each campaign's Coupon, it can tell you even more. Now I'll caution you readers, don't get lost in the message, and run out and print coupons just yet. Different markets require different strategies to be effective. Noone is going to carry a Coupon for five dollars off a Mercedes Coupe, so the point is don't just spend money on ads and make sure you pay attention to the following each time your ads run to ensure you are spending your marketing budget wisely:
1) Where did the consumer see/hear the ad (Use different ads for each Medium)
2) When did the consumer see/hear the ad (a two year old response may mean consumers no longer pay attention to that source)
3) What are the consumers buying and why? (running ads for 'cogs' does one no good when they wind up coming in for 'widgets' so if it's 'widget' time again advertise 'widgets'). Never let the consumer forget you're out there waiting to help them because they will forget you. Those advertisers that are stalwart and have a consistent message with a consistent delivery will always reap the rewards. And isn't that why we're doing this thing we do after all?

How do I outlast my competition?

2008-04-21T11:11:00.000-07:00

Here's something you may never have heard a consultant say before... "making money is easy." Considering so many new businesses fail within the first year, with great ideas and enthusiasm, then if making money is so easy what the hell happened? I'm going to tell you that it's not enough to have a great offering, nor is it enough to work night and day. Nope, I can attest from personal experience that it's not the easiest thing to do if all you're in it for is the money. Service with a smile is more than an old fashioned buzz phrase it is the competitive edge in the real world of success. And that's not all it takes either.

If you do have "all the right stuff" you will get paid along the way, yet with the US economy tanked and the Global markets opened up to us via the internet and our own brick and mortars, you had better have a little more to offer than a cultured look and a "quality" product if you want to stay in the game for good. You need a message that makes you preferred.

Now here's something you may have heard, "quality" just doesn't mean what it used to. Back in the day "quality" meant that you possibly couldn't afford it, quality was selective and elusive, yet obvious when you found it. But somewhere in the last thirty years "quality" came to mean, "we do as good as the other guys," and that good means just that. The standard or norm and no better. What happened?
So be careful when your ads cite quality as a reason to do business with you because it's old, it's tired, and it compares you to others who may not have an offering as good. To wrap this up here are three reasons you should list in any customer conversation:
(1) Our offering is unique because _____.
(2) Our clients refer us because _____.
(3) Or clients come back again because _____.
Filling in the blanks should be easy here, however if it is not, please contact me to discuss.