1.the phonetic pronunciation of the assigned acronym for the word: unicorn“can you believe that yousea actually exists?”
used to refer to the person being addressed as a reminder how one of a kind they are.
used in exclamations to address one or more amazing qualities.“did you ever dream of discovering a real life yousea?”
2.a word created during the first Mercury in Retrograde of 2018, with April 15th, 2018 being the official go-live date.“yousea, this is for you. may history continue to write our story. i love you.”Origin:Old English ēow, accusative, and dative of gē (see uc1); related to Dutch u and German euch . During the 21tst century yousea began to replace unicorn1, uc1, and yousee; by the 22nd century, the hope to see it fully adopted is intact.
Alright, so it came to my attention that this past December marked my 15th year of not owning a television. When I moved away from Detroit and began a new chapter in my life, I purged a lot of my belongings. TV, stereo equipment, furniture, clothes, a couple of businesses, real estate, 401k, and… a cat to name a few. I wanted to go into the next phase with as little as possible. Of course, I hung onto some childhood items, pictures, most of my books, CDs, and such.
Fast forward about 5-6 years and I’ll tell you what did it for me: the news. I spent some time with friends and their families who would usually have at least one TV on, be it background noise or for a game or something. I began realizing that I was continuously walking around life based on a lot of this background noise. Why? What does the next ‘news report’ really have to do with me? Will/Does it really improve my quality of life? Does all the overzealous commercial propaganda really need to be blasting me with its 30 seconds of magical ‘Buy Me Now’ strongarm? Nope.
During this same time, I myself going through a self-inflicted reinvention phase for about 12-18 months. I worked hard on resetting a lot of what I’ve ‘learned’ from mass media and it’s pop-culture child. Leadership Development and Team Building/Collaboration were on the top of my list for some reason… perhaps because of the current global economic state, political bantering, and some book series idea that I had outlined for a scholarship project I was working on.
While I did not own a TV, please don’t think I was some ultra weirdo and walked around shunning people who watched it. I still got together with friends on the weekends to catch a college football game somewhere or would find myself every now and then find myself catching highlights from the week’s sport’s recap.
So here were are in 2018 and I’ve realized that owning a TV does not obligate me to such noise. I’ve been streaming Netflix, Gaia, Amazon Primm, and such on my laptop for the past 4-5 years; and with so many a la carte streaming apps available now, being able to pay for an abundance of blackout hockey games hasn’t been easier!
52 in 52: To hold myself accountable and to make it as productive as I could think of, I decided that this would be the year I’d go ahead and replace the blank space my 32″ Sony Trinitron 1,815lb CRT TV once had in my life. But before I can, I need to read 52 books during the 52 weeks of this year. This post is a couple of months behind, but I’ve fortunately regained full access to my web domains and servers (that will be an entirely separate post) and decided to document the journey. If you want to check out what I’m reading, you can find this year’s recent reads over on my Instagram account; and I will be posting a review of each as I finish them. Just bear with me as I get caught up on the past 14 books or so!
For years I believed “business” and “personal” were always separate. It wasn’t until realized that how I was handling my relationships with clients was the exact opposite. More often than not, I found myself wholeheartedly focused and concerned about my customer’s and client’s objectives as my own. Here are 5 reasons why business is always personal.
- We are human beings. We are both driven by emotion and logic. Passion, once found and combined with our purpose, becomes the driving force for why we wake up in the morning. Along the way we will connect logical points with our decisions, thus giving us the foundation we require to build relationships.
- Engagement is connection. When we engage with each other, we establish a connection. Actively listening to our clients will gain far more distance than any pitch you can come up with. Ever. I’m not sure if it was Zig Ziglar or John Maxwell that said: “People don’t care how much you know until they know how much you care.” Regardless, we need to genuinely let it be known that we care. We can dazzle our clients with endless amounts of facts, lingo, fancy words, marketing sparkle, or whatever — but it’s not until they feel/know we actually care about their business objectives as they are our own, that they trust us.
- Our work is where we gain our identity. Most of us establish our identities by the work we do. Everything we do carries over into who we are as people. The time. The commitment. The passion. The quality. Everything. We spend most of our time working (hopefully enjoying our work along the way). The second most thing we do is sleep. Well, those of us that are human and not constantly hooked up to a coffee drip.
- Relationships are long term. Business to Business (B2B) relationships is simply to branded entities exchanging products and/or services for money. But when it’s all said and done, business is conducted between people, with people, for people. Successful companies focus on establishing rapport with their customers/clients for the long haul. This is usually (or at least should be) done by focusing on customer service.
- The bottom line is not the goal. Although during any transaction, there is a goal and an end result. And although at the end of the day (and fiscal period) the bottom line does represent the overall progress and health of an organization, it does define the baseline of success. If your customer’s best interest is not aligned with your own, you’ve either lost perspective or… simply lost. Period. Take a moment to step back and evaluate where you are with each client’s objectives. In the end, it’s about their bottom line… not yours.
How are you currently handling your relationships with your customers and what are you doing to establish long term rapport to help them meet their goals?
After spending several weeks interviewing over 18,000 Twitter followers, Enterasys Networks Chief Customer Officer, Vala Afshar caught some of the customer service industry by surprise. Vala had put together a list of the Top 100 Most Social Customer Service Pros On Twitter and reviewed it with our friends at The Huffington Post’s Business Division. When I was first notified about this, it was nice to see some close friends and colleagues mixed within the list. It’s an absolute honor to be involved amongst multiple best-selling authors, industry analysts, keynote speakers, customer support management, service-oriented company executives, community managers, consultants, bloggers, customer experience architects, and media personalities.
Of course, each of us listed below has our own niche and view, the one thing that I’ve discovered while chatting the others within the tweetchat of #custserv, is that we all have one thing in common: values. It seems to me, that while we each go through our own ‘cycles’ of intensity and participation (myself is certainly included), that we can become enthralled within our own personal communities, yet always reconnect and pick up right where we left off.
Again, it’s been an honor to be listed with so many fantastic people and I’m looking forward to seeing what we do next!
I am listing Vala’s list verbatim below for reference.
- Shep Hyken, @Hyken
- Marsha Collier, @MarshaCollier
- Frank Eliason, @FrankEliason
- Paul Greenberg, @pgreenbe
- Kate Leggett, @kateleggett
- Tristan Bishop, @KnowledgeBishop
- Roy Atkinson, @RoyAtkinson
- Charlie Isaacs, @charlieisaacs
- Ray Wang, @rwang0
- Barry Dalton, @bsdalton
- Michael Fauscette, @mfauscette
- Kate Nasser, @KateNasser
- Ted Coine, @tedcoine
- Mitch Lieberman, @mjayliebs
- Brian Vellmure, @BrianVellmure
- Jeannie Walters, @jeanniecw
- Annette Franz, @annettefranz
- Kerry Bodine, @kerrybodine
- Natalie Petouhoff, @drnatalie
- Justin Flitter, @JustinFlitter
- Bruce Temkin, @btemkin
- Jeanne Bliss, @JeanneBliss
- Wendy S Lea, @WendySLea
- Colin Shaw, @ColinShaw_CX
- Michael Lytle, @Michael_Lytle
- William Band, @waband
- Guy Stephens, @guy1067
- Scott McKain, @scottmckain
- Bob Thompson, @Bob_Thompson
- Becky Carroll, @bcarroll7
- Ty Sullivan, @ty_sullivan
- Ginger Conlon, @customeralchemy
- Bryan Person, @BryanPerson
- Adrian Swinscoe, @adrianswinscoe
- Greg Meyer, @grmeyer
- Mila D’Antonio, @miladantonio
- Bill Quiseng, @billquiseng
- Rob Markey, @rgmarkey
- Aimee Lucas, @Aimee_Lucas
- Flavio Martins, @flavmartins
- Robert Bacal, @rbacal
- Rosetta C Lue, @rosettalue
- William Goddard, @W_Goddard
- Richard R Shapiro, @RichardRShapiro
- Christopher Carfi, @ccarfi
- Bob E Hayes, @bobehayes
- Caty Kobe, @catykobe
- Greg Ortbach, @GregOrtbach
- Mark Bernhardt, @ImMarkBernhardt
- Alan Berkson, @berkson0
- Rachel Miller, @rachelloumiller
- Michael Ludwig, @Michael_Ludwig
- Jason Houck, @MJasonHouck
- Bill Gerth, @comcastcares
- Mike Wittenstein, @mikewittenstein
- Paul Sevcik, @PaulSevcik
- Geoff Snyder, @Geoff_Snyder
- Kevin Baldacci, @KevinBaldacci
- Blake Landau, @BlakeLandau
- Al Hopper, @AlHopper_
- Dave Tidwell, @dave_t_pilot
- Sarah Stealey Reed, @sstealey
- Russel Lolacher, @RussLoL
- Jeffrey J Kingman, @JeffreyJKingman
- Ron Kaufman, @RonKaufman
- Mark Orlan, @MarkOrlan
- Margerita de Miranda, @MardeMir
- Nancy Porte, @nporte
- Jonty Pearce, @JontyPearce
- Melissa Kovacevic, @MKCallConsult
- Jennifer Maldonado, @maldyj
- Colin Taylor, @colinsataylor
- Graham Frost, @grafrost
- Lori Jo Vest, @lorijovest
- Steve Curtin, @enthused
- Martin Hill-Wilson, @martinhw
- Toni Newman, @Toni_Newman
- Adam Toporek, @adamtoporek
- Nick Kossovan, @Kossovan
- Greg Levin, @Greg_Levin
- Andrew Maher, @serviceplease20
- Barry Peters, @barrypeters
- Calie Waterhouse, @CWaterhouse
- Peter Lavers, @PeterLavers
- Jeremy Watkin, @jtwatkin
- Ian Jacobs, @iangjacobs
- Diana Oreck, @dianaoreck
- Ian Golding, @ijgolding
- Stephanie Thum, @stephaniethum
- Micah Solomon, @micahsolomon
- Myra Golden, @MyraGolden
- Yvonne A Jones, @YvonneAJones
- Bart de Craene, @bartdecraene
- Natasha Bishop @natasha_d_g
- Laura Northrup, @lnorthrup
- Jason Boies, @JasonBoies
- Donna Cutting, @donnacutting
- Wes Hayden, @weshayden
- Michael Pace, @mpace101
- Eric Tamblyn, @etamb
As with any list, there are always different views and many more people to be included. Is there anybody within the Customer Service Community you’d like to share with us? If so, please recognize them in the comments below. Thanks for stopping by!
Today’s busy social space sometimes creates quite a challenge to filter out a lot of the noise. With so many “new” social media tools and app integrations, it would seem impossible for anybody new to the arena to gain ground.
Very recently, I was asked “Geoff, what are you doing to improve your platform?” This made me stop and think. Here is what I came up with:
Stay Proactive With Inquiries
Nobody like’s talking to a wall. When we reach out to somebody with a question or comment on one’s blog or Facebook page, we usually think others will respond. At the least, the person whose thread we area commenting in. I make it an effort to reply to every e-mail, blog comment, Facebook comment, tweet… etc. I’ve worked hard to position myself within focused marketplaces and still allow for my personal life to have its responsible presence. Because let’s face it… all business really is personal. The friendships accumulated along the journey.
Anything I’ve signed up for in the years past, I’ve looked at closely to see how I can leverage it to help my position/brand. I also wanted to learn how it can help others accomplish what they want. If I can share with others what I’ve learned, and it helps them… my efforts have been worth it.
Maybe it’s because I work in tech that a lot of these things come easy to me. But I cannot express how many times I’ve seen others just start buying domains, hosting, themes, plugins, software, apps… etc, based on… nothing. Earlier this year, I was involved with someone very intelligent who bought up all kinds of stuff for their launch idea and clearly had no idea what they were doing. When it was brought up in conversation, their response was just that, “Well, I don’t know. I don’t know anything about this. I spent a bunch of money on all this. How was I supposed to know?” I was appalled when I heard this coming from someone who strongly advocates “Use Your Resources!” So, take your time and ask people who you know who have been down the road before. Otherwise, you’re just creating unnecessary work for yourself and others involved.
Again… take time to use your resources. You’ll find that the hidden community involved with content management, personal branding and positioning, and social media is filled with all kinds of great people!
Separating Personal and Professional Branding
This is somewhat of a new avenue for me. Several years ago when I decided to create my online presence by jumping from the “I’m a fly” approach, to the “I am the honey” direction, I learned that people wanted to know about me. They wanted to know a little about what makes me get up in the morning, opposed to just what I’ve done and what I’m doing during my day. Professionally. We want to learn about each other. I think this is just human nature. I always enjoy connecting with somebody and then learn what I can about them through their social media streams. And then when it comes time for me to meet them, the level of accuracy (or lack there of) is always rewarding. It helps me realize that my perception and interpretation skills are honed well.
So, creating a personal and professional avenue for both entities helps allow marketability. I believe if it’s done right, they can both help each other and greater results will occur. I’m sure I’ll be following up with this later. So, that’s it for now. I’ll leave this post by asking you this simple question:
What are you currently doing to enhance your online presence and how is it helping you daily?
If you are responsible for managing a group of employees, then you should understand how important the concept of teamwork is in the workplace. Not only will it make your job easier, but it will also improve your productivity, your effectiveness as a manager, and your reputation amongst those above you. There are some very simple things you can do to promote positive, cooperative contributions from your employees. Follow these five tips for encouraging team spirit in the workplace:
Establish clearly-defined goals, guidelines, and tasks. If you want your employees to take responsibility for their roles on the team, then you need to make sure they know exactly what it is that they are supposed to be doing. Make it a point to clearly describe every aspect of the project at hand, as well as what you expect from each of the team members.
Delegate, rather than micromanage. Part of having team spirit is acting autonomously toward the team’s goal. When you micromanage, you undermine a person’s ability to be autonomous. It is not only dehumanizing, but also a surefire way to suck the enthusiasm right out of the workplace. Delegate responsibilities to your employees, making sure to be very clear about what you need each one to accomplish, and to what standards, and then allow them to find their personal methods for working most constructively. Whenever employees know they are responsible for the outcome of their work, they are less likely to pass the responsibility or the blame on to a coworker and more likely to find ways to work together and support each other.
Provide employees with the tools they need to be successful. Prepare employees for a job well done by providing the education, mentoring, resources, tools and support they need. This makes them feel valuable and boosts morale, which promotes teamwork.
Communicate with the team on a regular basis. Have team meetings as needed so that employees can express to you any questions, concerns, or suggestions they might have, and so that you can provide them with useful feedback and encouragement.
Offer team incentives. Once you establish the guidelines for a new project, offer the team a reward for timely, quality completion. The reward could be a paid lunch out, a company party, or a paycheck bonus. Give employees a few options and let them decide together, as a team, which incentive they prefer.
- Yousea April 15, 2018
- 2018 – 52 Books in 52 Weeks March 4, 2018
- 5 Reasons Why Business is Always Personal August 13, 2013
- Huffington Post’s Top 100 Customer Service Pros July 30, 2013
- 3 Things I’m Doing to Improve My Platform June 19, 2012
- 5 Tips for Enhancing Team Morale in the Workplace June 17, 2012
- Write Your Own Prescription For Health And Happiness June 12, 2012
- Decision Modes June 11, 2012
- Brain Trust June 7, 2012
- Fail Like A Champion May 31, 2012