6-27-13 Technology vs. intuition, Part 2: Sometimes true creativity and connections with a client happen away from technology

Last week, I wrote about my feelings that electronic connections are often not truly meaningful connections with others.

Then, a few days ago, Rich and I were invited to visit one spirit garden* in Clinton.  This lovely garden, a special space of peace and tranquility, is the inspiration of Glo (Gloria) Sherman.

Interestingly, Glo says she has never had to ask visitors to shut down a cell phone, because, no one ever even thinks about using one in this peaceful garden.

One spirit garden is a perfect place to meditate or share a conversation with a friend.  But, it also is a place for writers and artists to come together to share creative ideas and for business people to bring clients and have a conversation about what they can do to help that client’s business.

In my own experience, I have learned that it’s much easier to be creative (in whatever way you need to be creative) in a space where there are no demands, expectations….or distractions.  You may already know of a space like this that will work for you, but if you don’t, invite your client  (or prospective client) on Whidbey (or maybe Mukilteo) to be your guest at one spirit garden.  Relax, and have an unhurried discussion.  And see what results.

You may find this is more productive than an email, a text, or even a phone call.

You can read about One Spirit Garden in the July 1st Whidbey Local story (www.whidbeylocal.com/carolyn) or you can visit the website: www.onespiritgarden.com.

6-20-13 Technology vs. intuition

I was having a conversation with a friend about technology and the many predictions about the ways that we will utilize technology in the future.   We currently have emails, cell phones, and texting replacing the old-fashioned letters sent by snail mail and verbal conversations on landline telephones.

So, are technological advances improving our business and personal communications and relationships?

I don’t believe so.  Percentages vary, but most experts agree that the majority of human communication is non-verbal.  If you see words, but don’t know the facial expressions, body language, voice tone or other visual and auditory cues, you can totally miss or misinterpret the meaning.

I don't believe that intuition, pheromones, touch and other senses are likely to be replicated by technology.   When I’m in the presence of another person, I can “feel” that person’s mood, personality, honesty, and so much more.

So, what does this have to do with business?  Many of us have businesses that are based on the Internet; some do a lot of business over the phone.   Be aware when you are in the presence of another person, there is a lot of communication going on, besides the words.  Many believe (including myself) that we can understand others best, and more accurately respond to their needs and concerns, when we are face to face.

I trust intuition over technology when I’m dealing with another human being.

6-13-13 How often do you ask your customers, “How did you learn about my business?”

When someone comes into your store, or contacts you to purchase your product or service, be sure to ask how they found out about your business---and, keep track of what you learn.

If you are already doing this…..that’s great! 

Are you keeping a record of what you learn?

Asking this question and keeping a record of the responses is important so that you can see where to place your energy and dollars to promote your business. 

On Whidbey, there is a lot of word-of-mouth business, but we also have newspapers, emails, Drew’s List, bulletin boards, brochures, and promotions for non-profits (hopefully, you’ve heard me mention businesses that support the Whidbey Children’s Theater, for example).

When you have a sale or any kind of special promotion, it is especially important to keep track of what brings potential customers to you.

Be aware also, that advertising and promotion that work well may vary.  It is not uncommon for something to work great for a while, and then suddenly not be as effective in generating business for you. 

That’s why it’s so important to continue to check on what works, and if something isn’t working as well as it used to, try something new.

6-6-13 Getting your customer’s zip code is one of the simplest marketing research tools

Whether you have a storefront business or work from your home, you want to know the geographic locations of your customers.  When choosing sources for your advertising and promotion, one of the first pieces of information you want to have is “Where do your customers live?”

Asking the customer for a zip code at the point of sale is quick and easy.  If you are using a computer for your purchase transaction, you can simply add the zip code information.  If you’re not working directly off of a computer, you can do a simple paper and pencil listing; then transfer this information to a spreadsheet on your computer later.

You can also keep track of this information for people who contact you because they saw or heard something about your business. 

Zip code information is especially important for businesses that serve both local and tourist customers because you want to have a way of determining how much to invest in local advertising sources vs. reaching out to a larger audience.

Keeping track of zip codes can also help you decide if you want to invest in advertising in other locations where you’re not drawing the amount of customers you want.  On Whidbey, it may be advantageous to learn if you are drawing from a very limited geographic area; you may want to experiment with advertising in other places on Whidbey to see if you can enlarge your market.

5-30-13 Making a customer feel welcomed

Have you ever walked into a business…

… and waited to be noticed while the person in the store intently stared at a computer screen...

…or, waited while two of the employees were engaged in an intense discussion…

…or, the person barely noticed you and had a distant or irritated look on their face.

Maybe you’re OK and forgiving if you are treated like an invisible being when you approach a business person, but I am not.  When I walk into a business, I want to be noticed immediately, and I want a smile and a friendly greeting.  If someone is engaged in something that is drawing their attention away from me, I want them to tell me so, apologize for not helping me immediately, and let me know when they’ll be able to respond to my needs.

It’s my belief that having a successful business begins with making every customer you come in contact with feel that they are the focus of your attention; that you are very important to them.

Even if you’re not feeling well or you’re in a negative mood, greeting people in a way that makes them feel good will make you feel good too.  It’s a classic win-win situation. 

And, it will certainly play a major role in attracting more people to your business and having them feel like they want to do business with you (and tell their friends about your positive and responsive service, as well).