THE REPORT BLOG

Who Cares About You? (hint: more people than you might think)

Your company isn’t run by robots, pretty looking models or animated avatars. It’s run by people- real people who do real work. And I think more companies need to show who the real people behind the scenes are. When I go to a company’s website, I am there to validate a company.  More specifically, when going to the “About Us” page I want to know that I will be doing business with real people, not some anonymous person behind an ambiguous “sales@company.com” email. At least give us a name if not a bio.

The New York Enterprise Report Closes First Round of Funding

I just wanted to share this wonderful piece of news with you. I am proud that our media platform is continuing to be a valuable resource for business owners and the small business community as a whole and thank you for your continued interest and support.

FOR IMMEDIATE RELEASE:
Contact Information:
Beth Silver
Doubet Consulting
Bsilver@doubetllc.com
(212) 472-4340

As Many Publications Succumb to the Economic Crisis, The New York Enterprise Report
Expands on its Position as a Platform for Small Business

New York, NY, February 25, 2009 -- RSL Media LLC, publisher of The New York Enterprise Report (www.nyreport.com ), the only media that exclusively caters to small businesses in the New York tri-state area, today announced it has closed its first round of private funding. Among the prominent investors in this round of funding is Norm Brodsky, legendary entrepreneur, including CitiStorage, and columnist for Inc. Magazine.

In an economic climate that has in recent months seen many publications scale back or fold operations, The New York Enterprise Report, producers of small business seminars, networking events and the highly acclaimed Small Business Awards, in addition to publishing print and online versions of The New York Enterprise Report, will use this funding to provide even greater resources to small businesses and further capitalize on its local and national ad- based revenue model. "Our reputation as a trusted platform geared toward the small business community has enabled us to grow as advertisers are looking for targeted and multiplatform advertising vehicles," said Publisher and Editor-and-Chief Robert Levin.

Mayor Bloomberg echoed this sentiment recently in his State of the City Address. "Half of all New Yorkers in the private sector work in a small business, and believe me, I appreciate how difficult it is to start and run one."

"The New York Enterprise Report has an extremely compelling platform where small businesses can share ideas, connect with each other and get real advice and feedback," said small business expert Norm Brodsky. "This investment highlights my belief that the small business community needs the right resources for business to grow."

About RSL Media:

Since 2003 RSL Media LLC, through its publication The New York Enterprise Report (www.nyreport.com ) features articles written by leading experts to help business owners and senior decision makers grow their organizations. In addition to its print and online properties, The New York Enterprise Report has many programs to connect marketers with small business owners and executives including events, direct mail campaigns, and custom publishing.

Stimulate the Economy, One Referral at a Time

Make a Referral Week is a grassroots initiative giving entrepreneurs their chance to stimulate this sagging economy by pledging to make at least one business referral. During the week of March 9th, entrepreneurs are encouraged to find new business for members of their professional networks, and to follow up on those referrals. The program, sponsored by Duct Tape Marketing along with many others, hopes to create 1,000 new business relationships during the week. For more info, and to pledge, go to makeareferralweek.com.

The Answer is Yes, Now What’s the Question?

During Tuesday’s NY Report webinar, “The 10 Customer Service Commandments,” best selling author and customer service expert John DiJulius shared some of his secrets for achieving world-class service. One Commandment that immediately resonated with me was to never say “no” to a customer.

Sounds impossible, right? How could you say “yes” to a customer asking for, let’s say, free service? If you started giving away free services you’d be out of business.

While it may not be possible to always say yes, it is possible to never say “no.” DiJulius trains his staff on the following edict: “The answer is YES. Now what is the question?” Challenge your employees to think positively and think of solutions rather than just giving your clients a concrete “no.” What can you do to help the client? Let's go back to that client asking for a free service: instead of saying “no,” ask how you can help them. Without giving them an outright “no,” offer other ways you might be able to help that are within your means. Telling a customer “no” should require approval from management.

Remember, in this economy your competition might be hungry – desperate even – and they may say yes.           

By the way, this edict can apply to internal service as well. Just as frustrating as it is for your clients to hear “no,” it’s equally as frustrating for you and your employees to hear it from your co-workers. Encouraging your employees to say “yes” to each other and to you will promote innovation and collaboration.

Will Overtime Lead to Layoffs?

Once upon a time, employers had all of the leverage. They worked people, including kids, ridiculously hard, and for little money. Then came minimum wage, age and overtime rules. I think almost everyone would agree that given the time these rules were enacted (first half of the 20th century), they were the right thing to do.

We could get into a much bigger discussion on how employees have a lot more power and how the country has changed to a knowledge-based economy, but that isn't the point I want to make. 

Companies large and small are laying off people by millions.  While companies are trying to cut costs, they need more productivity. At the same time, wouldn't employees who are getting laid off kill for the opportunity to put in more hours to keep their jobs?  Unfortunately, overtime rules prevent a "non-exempt" employee from agreeing to work say an extra 5-10 hours per week in exchange for keeping their jobs. And by the way, if the employee and company did agree on the employee working more hours, in comes the state department of labor to take up precious time for an employee audit and probably assess a fine.

I am not suggesting that companies use the economy as an excuse to get cheap labor. But I am sure some sort of relaxation of overtime rules will help alleviate the unemployment situation and help people put food on the table.

8 Rules to Live By That Will Help You Survive - Even Thrive - in 2009 (with Guest Blogger John DiJulius)

Today we feature guest blogger John DiJulius, a best selling author, speaker and small business owner who is often referred to as “THE” authority on world-class customer experience. You can find an archived version of the webinar here. Also, don’t miss your chance to see John live in NYC at the “Driving Incremental Revenue with Outstanding Service” event on March 11.

Over the past several months, having had the opportunity to work with many companies, leaders, as well as having received a great deal of emails, I’ve started to see an ugly pattern.  So many who are scared, panicked even, are asking, “Why me, why now?” I hope it helps reinforce what you are already doing, gives you additional ideas of what you can and if I offend anyone, then maybe I was suppose. I don’t mean to be insensitive, but it is always to tell people what they need to hear versus what they want to hear. 

8 rules to live by that will help you survive- even thrive- in 2009

1.      Stop reading the news

Sensationalism sells! Stop reading the front-page headlines and business sections. Don’t be the one buying it and falling prey to it.

Great leaders emerge during difficult times and find opportunity. Their organizations make strides while everyone else is scrambling and doing self-destructive things, like cutting critical customer centric positions.

2.      Stop feeling sorry for yourself

This is exactly what you wanted! You became a leader because you wanted to control your own destiny. You wanted to be “that” person, “that” leader, the one who makes things happen. When things got tough and difficult decisions had to be made, you wanted to be the one who made them, the one people came to.  Well now it is time.  Everyone is scared, your employees are scared and they are looking to you for leadership, direction, confidence, and a strong assurance that everything will be all right. 

The moment you became a leader, you forfeited your right to panic in public.  Get your head right. Do what you have to do and be a leader. A great leader! No leader ever achieved greatness only during easy times.  The great leaders emerged during the most difficult times.  People are counting on you, your employees, your customers, and your loved ones.  You are the one that sold your vision to people, they bought that vision, gave up other opportunities because they believed in your vision. Do not turn your back on them now. Be the vision, sell the vision, and keep your word. Believe in yourself, your company and your vision.

Tough times DO NOT build character. Tough times REVEAL character

3.      Be Inspired, Inspirable, Inspiring

What are you reading, watching and listening to?  Read business journals that share the best practices of the companies who are not only surviving but also thriving. There are so many success stories, i.e. NY Enterprise Report. Fill your head with great ideas, inspiring thoughts and motivation.  Crack out your old Zig Ziglar and Anthony Robbins tapes; listen to them on the way to work.  Read warm and fuzzy books, Chicken Soup for the Soul, Life as a Daymaker, and life balance books.  You will be amazed at how your attitude and perspective will be affected by what you feed your brain.

4.      Lose the Losers

There are people that work for us, work with us, and that we socialize with, that are energy drainers.  If they are not adding value, eliminate them from your life. Negativity kills passion.  You can do more with less. Focus on the positive people who want to contribute and provide value. Reflect on the following two quotes;

You are the average of the five people with whom you spend the most time.

Surround yourself with great people and you will be guilty by association

5.      Stop Making Excuses

Every time I hear a great example of a business performing well during these times, I immediately hear someone say it is because of their “situation”, i.e. it is the industry they are in, or the market, city, etc.  Stop using and looking for crutches and learn from them! Success comes to the businesses that have focused on their employees, and built a strong internal culture that focuses on their customer.

6.      Your Best IS NOT Good Enough

I’m not a fan of hearing people are doing their best.  It may sound harsh, but that is another crutch. “I am doing my best - all I can do is my best.”  Bull! I don’t want anyone’s best.  Your best is settling. It is accepting your current limitations.  I want “THE best!”  Your best is what you know, it is what you have been capable of, and it is where you are, up until now, at this point in your life or career. “THE best” is unknown. “THE best” is in your heart, not in your head. It is something that goes beyond conventional wisdom to figure out, it is something you may have sleepless nights figuring out or knots in your stomach. It is thinking, planning, strategizing, calling on every resource you know, having the nerve to call people others wouldn’t even imagine, that you may have no right calling, and getting their help.  It is training longer and harder than thought possible. It is running every possible scenario to exhaustion, and then running it again. “THE Best” is what we should be after, beyond our imagination and what we previously could conceive.

For over one hundred years, runners had tried unsuccessfully to break the four-minute mile barrier. It was deemed physically impossible until one person’s unrelenting pursuit and determination found a way. What scientists stated was impossible due to the physiology of the human body then, after one person had done it, became the possible within the next years. Hundreds more were able to achieve the same goal.

7.      Go Unplugged

Under normal circumstances, most leaders, “type A” people, have issues with letting go and truly being present.  Under stressful times like these, leaders tend to feel guilty about having any down time or quality time with family.  This is a certain recipe for disaster and burnout. How much value will you be to your company, employees and family if that occurs?  Keep your priorities in order! Business will always have its ups and downs, but your personal/family life should not reflect that.  Commit to time with the people who matter most and turn off the blackberries, cell phones, and laptops for 48 hours and re-connect.  Immediately your obstacles will not seem as insurmountable. 

8.      Happiness is Selfless!

Leaders of businesses and leaders of families tend to be martyrs during difficult times carrying the weight of the world, making the necessary sacrifices and carrying the cross.  But all that comes at a price: the price of emotional wear and tear, unintended stress with co-workers and loved ones.  Do your thing, whatever it is. Your hobby, vice, or things that get you back into your groove will put the bounce back in your step. It might be running, working out, playing catch, playing cards, holding hands with your significant other, meeting your child for lunch at school, or connecting with your high school friends to remember what it is like to laugh so hard that your stomach muscles hurt the next morning. Right now, more than ever, we need to focus on our mental health, we need balance, and we need to be reminded of what it is we are all fighting for.  It is our personal happiness and the happiness of the people we care about, our ability to positively affect people’s lives. We cannot do that successfully if we are unhappy.

When leaders are happy, they are more likely to lead an extraordinary life, which results in countless others doing so as well.

How to Reach a Billion in Sales - Tips from Zappos CEO Tony Hsieh (Pt 3)

There are four key factors that Zappos’ CEO Tony Hsieh believes is behind much of the success of the brand, and they’re points that all business owners can implement into their company, not just retailers.

1-Zappos has a clear vision – and it has nothing to do with shoes. Their goal is to provide the best customer service in the world and their deceptively simple motto “Powered by Service” has fueled their growth. Zappos now sells a variety of accessories and electronics. According to Tony, people may very well forget that Zappos was once just an online shoe retailer. 

2-They create repeat customers. This is a direct outcome of number one. Create a great customer experience and they’ll likely keep coming back for more.

3-Their key metrics all revolve around repeat business. And they reward repeat customers with “wow” experiences, like surprise 8hr deliveries.

4-Their business is transparent. Tony Hsieh has embraced social media like no other CEO, sharing much of his personal and business life in his frequent posts on Twitter. Vendors have access to Zappos’ internal data. As Tony stated in his presentation, transparency is happening with Web 2.0, whether you like it or not, so why not embrace it?

While many factors contributed to Zappos being the billion dollar company it is today, it’s safe to say customer service was the main driver.

Don't forget to check out part one and part two of my blogs on Zappos and CEO Tony Hsieh.

Turn Your Worries into Sales

Here we are in the worst economic crisis of our lifetimes - many of us can’t help but worry about survival and growth. These days it’s hard not to worry about something. But no matter the extent of your worries, there’s a time when you can’t show any signs of worrying- and that’s when you’re selling something.  If you seem worried during a sales meeting, your chances of success have already greatly diminished before you even walk through their door. First of all, people buy from confident people, and confidence can only be faked to a certain degree. Second, if you are worried, you are focusing on your own problems and not on your customer's problems. Remember, you are there to fix their problems. They are worrying too. The question is, how can you help them? 

Make sure your salespeople are on the same page (thinking about your client's bottom line and not their commissions). This applies to both sales phone calls and face to face meetings. 

How to Reach a Billion in Sales - Tips from Zappos CEO Tony Hsieh (Pt 2)

In my last post I talked about the Zappos' focus on providing outstanding customer service. One example Tony Hsieh, CEO of Zappos, shared with the group at the recent Entrepreneurs’ Organization event is not only a touching story on a human level, but also serves as a great example of a small step one person took to get many clients for life.

It starts with a woman who finally found a pair of boots on Zappos to give to her husband as a birthday gift (after searching for weeks). A short while after she received the boots, she called Zappos to return the shoes. It turns out that her husband had passed away before his birthday and she never had a chance to give him the gift. The customer service rep she spoke with explained how to return the boots and then, without needing to speak to management, sent the customer flowers. Turns out the customer, while giving the eulogy at her husband’s funeral, mentioned the generosity that Zappos’ staff had extended to her. Although the funeral was small, with only about 30 guests, she called Zappos after the funeral to tell them that many people there told her that they were so moved that they planned on shopping at Zappos. Tony said that the rep sent the flowers because he thought it was the right thing to do.  What I took away from this was that this incident was really a result of Zappos' dedication to hiring the right (empathetic) people and instilling an amazing customer service culture.

Stay tuned for more tips from Zappos CEO Tony Hsieh. You can click here to see the actual presentation Tony used in his lecture. You can also find part one of my blog on Zappos CEO Tony Hsieh here.

How to Reach a Billion in Sales - Tips from Zappos CEO Tony Hsieh (Pt 1)

Last week, the Entrepreneurs' Organization (NY Chapter) invited Tony Hsieh, CEO of Zappos, to speak to its group of business owners. Although Zappos is a online retail company, it's not what Zappos is selling that has given them major media exposure (including an appearance on Oprah and being named one of Fortune magazine's 100 Best Companies to Work For) but something that translate easily to any business - great customer service. Actually great customer service is really not accurate. I think the level of service that Zappos delivers is as good as any other company in the world.

Although Zappos is primarily known as an online shoe retailer, shoes are not what Zappos is about. As Tony mentioned at the event, Zappos has and always will be about providing excellent, "above and beyond" customer service. They even measure metrics based around customer retention, not around obtaining new customers, and always look for opportunities to provide a "wow" experience for their customers. For example, they have sometimes upgraded customer's shipping and have turned around orders within 8 hrs, much to the delight and surprise of the customer.

To be able to provide this world class level of service, Zappos doesn't skimp on training their employees. Every new hire, from management down to the mail room, goes through a training period where they spend time in the customer service department, as well as the warehouse. Zappos also allows their customer service reps - those who have direct relations with the customers - to spend as much time as they need to provide the adequate level of service. While most call centers urge short and efficient calls, Zappos employees have the freedom to, again, go above and beyond what most consumers have come to expect from online retailers. Zappos even put their phone number right on the front page, way before it became popular to do so.

Stay tuned for more tips from Zappos CEO Tony Hsieh.