Passive Promotion

Geoff Snyder is Intoxicated by Possibility

Geoff Snyder is Intoxicated by Possibility

I hope the following passive promotion below gives you insight into my drive, passion, and desire to find the next adventure. The world is full of haven’t stance and maybe I’m a person that can help you or maybe you are a person that can help me. Let’s see what we can do for the world.

I’m a guy who once spent 5 years as a recording industry executive (only because of sales under my watch for our market that had increased by a mere %10,300+ percent across 6 months and sustained a 93% retention rate for the 4 years in a market established across 20 years), from the school of Hard Knocks.

I’m a guy who somehow followed a technical ‘passion’ and opened a small, multi-office IT consulting firm (which cost me less than $100 to start) on a tropical island that focused on servicing healthcare, legal, and financial verticals and burned it down to the ground because I grew too big, too fast.

If any of the above is of any interest to you, I might be a guy you’d like to connect with.

With that said, my current professional pivot consists of the following: 9AM-5PM Monday thru Friday, 75% of my eggs are in a Technology basket. The other 25% of the eggs are in a Music Business basket. And with regard to my personal pivot, my 7PM-2AM focus shall continue with having fun networking with friends and colleagues, advising within the crypto vertical, commercial real estate, finding new gems in the city that has accepted me with open arms, Phoenix, as well as discovering new ways to volunteer within our communities.

I’m looking forward to the finish line and reflecting back on the people that touched my life and those that I’ve touched.

I’m here if you have any questions and always happy to help.

Cheers,
g

P.S. I’m a huge fan of the word ‘fuck’. Please fucking deal with it, it’s who I am. #coffeeme

5 Reasons Why Business is Always Personal

business is personal 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.

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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?

Huffington Post’s Top 100 Customer Service Pros

top 100 customer service twitter huffington

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.

  1. Shep Hyken, @Hyken
  2. Marsha Collier, @MarshaCollier
  3. Frank Eliason, @FrankEliason
  4. Paul Greenberg, @pgreenbe
  5. Kate Leggett, @kateleggett
  6. Tristan Bishop, @KnowledgeBishop
  7. Roy Atkinson, @RoyAtkinson
  8. Charlie Isaacs, @charlieisaacs
  9. Ray Wang, @rwang0
  10. Barry Dalton, @bsdalton
  11. Michael Fauscette, @mfauscette
  12. Kate Nasser, @KateNasser
  13. Ted Coine, @tedcoine
  14. Mitch Lieberman, @mjayliebs
  15. Brian Vellmure, @BrianVellmure
  16. Jeannie Walters, @jeanniecw
  17. Annette Franz, @annettefranz
  18. Kerry Bodine, @kerrybodine
  19. Natalie Petouhoff, @drnatalie
  20. Justin Flitter, @JustinFlitter
  21. Bruce Temkin, @btemkin
  22. Jeanne Bliss, @JeanneBliss
  23. Wendy S Lea, @WendySLea
  24. Colin Shaw, @ColinShaw_CX
  25. Michael Lytle, @Michael_Lytle
  26. William Band, @waband
  27. Guy Stephens, @guy1067
  28. Scott McKain, @scottmckain
  29. Bob Thompson, @Bob_Thompson
  30. Becky Carroll, @bcarroll7
  31. Ty Sullivan, @ty_sullivan
  32. Ginger Conlon, @customeralchemy
  33. Bryan Person, @BryanPerson
  34. Adrian Swinscoe, @adrianswinscoe
  35. Greg Meyer, @grmeyer
  36. Mila D’Antonio, @miladantonio
  37. Bill Quiseng, @billquiseng
  38. Rob Markey, @rgmarkey
  39. Aimee Lucas, @Aimee_Lucas
  40. Flavio Martins, @flavmartins
  41. Robert Bacal, @rbacal
  42. Rosetta C Lue, @rosettalue
  43. William Goddard, @W_Goddard
  44. Richard R Shapiro, @RichardRShapiro
  45. Christopher Carfi, @ccarfi
  46. Bob E Hayes, @bobehayes
  47. Caty Kobe, @catykobe
  48. Greg Ortbach, @GregOrtbach
  49. Mark Bernhardt, @ImMarkBernhardt
  50. Alan Berkson, @berkson0
  51. Rachel Miller, @rachelloumiller
  52. Michael Ludwig, @Michael_Ludwig
  53. Jason Houck, @MJasonHouck
  54. Bill Gerth, @comcastcares
  55. Mike Wittenstein, @mikewittenstein
  56. Paul Sevcik, @PaulSevcik
  57. Geoff Snyder, @Geoff_Snyder
  58. Kevin Baldacci, @KevinBaldacci
  59. Blake Landau, @BlakeLandau
  60. Al Hopper, @AlHopper_
  61. Dave Tidwell, @dave_t_pilot
  62. Sarah Stealey Reed, @sstealey
  63. Russel Lolacher, @RussLoL
  64. Jeffrey J Kingman, @JeffreyJKingman
  65. Ron Kaufman, @RonKaufman
  66. Mark Orlan, @MarkOrlan
  67. Margerita de Miranda, @MardeMir
  68. Nancy Porte, @nporte
  69. Jonty Pearce, @JontyPearce
  70. Melissa Kovacevic, @MKCallConsult
  71. Jennifer Maldonado, @maldyj
  72. Colin Taylor, @colinsataylor
  73. Graham Frost, @grafrost
  74. Lori Jo Vest, @lorijovest
  75. Steve Curtin, @enthused
  76. Martin Hill-Wilson, @martinhw
  77. Toni Newman, @Toni_Newman
  78. Adam Toporek, @adamtoporek
  79. Nick Kossovan, @Kossovan
  80. Greg Levin, @Greg_Levin
  81. Andrew Maher, @serviceplease20
  82. Barry Peters, @barrypeters
  83. Calie Waterhouse, @CWaterhouse
  84. Peter Lavers, @PeterLavers
  85. Jeremy Watkin, @jtwatkin
  86. Ian Jacobs, @iangjacobs
  87. Diana Oreck, @dianaoreck
  88. Ian Golding, @ijgolding
  89. Stephanie Thum, @stephaniethum
  90. Micah Solomon, @micahsolomon
  91. Myra Golden, @MyraGolden
  92. Yvonne A Jones, @YvonneAJones
  93. Bart de Craene, @bartdecraene
  94. Natasha Bishop @natasha_d_g
  95. Laura Northrup, @lnorthrup
  96. Jason Boies, @JasonBoies
  97. Donna Cutting, @donnacutting
  98. Wes Hayden, @weshayden
  99. Michael Pace, @mpace101
  100. 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!

5 Tips for Enhancing Team Morale in the Workplace

team morale workplaceIf 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.

Decision Modes

decision makingJames Archer of Forty Agency released an excellent example of what takes place during a decision making process. He breaks it down into four different categories. They are:

Spontaneous

Fast and Emotional decision making often referred to as Choleric. Spontaneous decision makers like it when they see themselves. When they see something as “quick and easy”, they encourage themselves to act upon and move forward.

Competitive

Fast and Logical decision making often referred to as Melancholic. Competitive decision makers like to be given credentials and proof. Explaining the uniqueness of the product or service (much like Al Ries and Jack Trout refer to in their book “Positioning”) and showing “The Best” and/or “The Only”, is what attracts this group of decision makers.

Humanistic

Slow and Emotional decision making often referred to as Sanguine. Humanistic decision makers like it when a sensory experience is created for them. They seek a story told based on emotion.

Methodical

Slow and Logical decision making often referred to as Phlegmatic. The methodical decision makes like the process explained to them, so providing them with details and examples allows them to dig in and decide accordingly.

I’d like to thank James Archer of The Forty Agency for doing the research and providing the content used in this post. If you’d like to read up and learn more about the four personality types listed in this post, I recommend reading “Positive Personality Profiles” by my dear friend Robert A. Rohm Ph.D..

Take One Step Back, and Two Steps Forward

one step back two steps forwardHave you ever taken a step back to look where you are in your career? Do you have yourself positioned to move forward if you so choose to? Sometimes advancing is easier than you think.

Just the other day, I reconnected with an old friend. Currently working at a Help Desk she expressed an interest in both Project Management and Business Analysis, IT related.

Here is what I told her I saw based on previous experience:

The ITIL (glorified glossary but some staffers love seeing the cert) seems to be gaining more and more weight within the IT industry. When it was first introduced, it was a joke. Nothing more than a test of one’s understanding of terms… no focus on fundamental platforms, understanding of code, or overall logic. But, it now actually contains some good placement. You probably already see the ridiculous amount of certifications that are available. Most are in place to appease employers, but I’ve found experience outweighs any certification I’ve ever obtained, and I stopped counting after 20. It just got out of control past that.

While consulting, I found that both areas (project management and business analysis) of interest that you have can blend together very well. A project manager for IT based rollouts don’t need to be much of a techie, just the ability to have a basic understanding of what is going on and how to efficiently and effectively communicate with the buyer, the vendor(s) and his or her internal workforce. Some of my best paying jobs were when I would oversee and new rollout or system integration. If you’re easy to get along with and can communicate well with others, it’s a piece of cake.

Unfortunately, true “business analysts” are in a tough position right now. Due to the current upswing in the marketplace, companies are not looking at cutting costs (surprisingly) as they are looking at preparing for the next 10 to 15 years of growth and revenue generation. Expect to see a lot more small businesses pop up and loyalty based cultures get put in place amongst them. The ‘big box’ corporate strongarms are going to get gobbled up by larger/merging markets and will flounder as (cough) “standards” – for the masses.

What are you doing now… is it scalable? Is it helping you? Or is it hindering your opportunity for advancement in the workforce?