Be a Great Host

Don't turn me into this guy!

Don't turn me into this guy!

I have been doing a lot of speaking lately. I love meeting new people, sharing my passion, giving them something exciting to take away and helping them learn something new. I’ve spent a lot of time observing other speakers and reading advice from experts like Chris Brogan so that I am prepared and ready to do a wonderful job for you. I want to be a great speaker, I want to draw in my (and your!) audience and make sure they have the kind of transformational experience that will reflect highly on you (my host). What I would love in return, is for you to kindly provide an environment in which I can do just that.

 

I am not asking you to tolerate me being a diva. I don’t need a dish of m & m’s with the brown ones picked out, or expensive and difficult to find designer beverages. A bit of consideration for my comfort and my process are all I need to hit it out of the park for all of us.

1. I need a bottle of water. It’s nice to provide beverages to everyone at an event, please especially make sure to leave at least one bottle of water on the podium for your speaker. Two bottles are even better, especially for presentations that will go over an hour. If you don’t want me to sound like a bullfrog with a 2-pack-a-day habit, please provide me with something to drink.

2. Pronounce my name correctly. I get it- its long, foreign, has lots of vowels. It isn’t polite to assume pronunciation of a name with which you are unfamiliar. Just ask if you don’t know. I get that all the time. No one likes to be introduced to a room full of people by the wrong name.

3. Please don’t interrupt me.I am comfortable with and actually encourage open discussion, comments and questions in my presentations. People want to be interacted with, not talked at. However, if you are the host or event organizer, please resist the temptation to jump in with reminders to repeat a question for the entire audience, or to undescore a particular point. You are COMPLETELY robbing me of any chance to find my flow. I need the opportunity to find my pace, and I have a method for presenting information that allows me to build to a passionate conclusion. Interrupting me 300 times makes it difficult for me to share information and makes my job really difficult. It also makes me want to hurl things at you (maybe that’s why you didn’t leave me any water at the podium?).

4. Last but most, please don’t be a distraction. Some hosts and event organizers spend a lot of time on the stage or at the venue where a presenter will speak when in the planning phase. They become so comfortable with crossing center stage, fiddling with equipment and talking to other people that they keep doing these things during the event and actually seem to forget someone is SPEAKING. During a recent presentation, a host actually walked to the front of the media lab and started shuffling through desk drawers looking for pens! It made it tough for me to stay on point and drove the audience to distraction.

So, those are the top 4 things you can do to make an presenter’s job a bit easier and to make he or she feel a bit more welcome. After all, you want them to do the best job possible for you, right? What am I missing? To all you seasoned presenters out there, I ask, what bad habits do hosts have that drive you crazy?

When to Follow Back on Twitter

Lately, a lot of clients and people at my presentations have been asking about spammers on Twitter. Yes, there are tons of spammers on Twitter these days as the site gets closer to the number of members that make a site “mainstream”. If we’re all there, so are the spammers. But don’t get discouraged- more than ever, you will find thought leaders, business leaders, politicians, social causes and just plain great people on Twitter (just check out the Find People search page, or go to search.twitter.com for advanced additional filters to help you on your quest for yummy Twitter friend goodness!).

The next question that comes from this discussion is what to look for in someone you should or should not follow back. This is highly subjective based on your personal interests, line of work, sensitivity to colorful comments, etc. Some people who are using Twitter just for social fun will keep their profiles private and not connect with too many people. Others, who use the site for marketing purposes (this is the advice we give to clients) should follow back most people who follow them- you want your network of relationships to be as large as possible. Here are some things I evaluate when deciding who to follow back:

1. Is the profile obscene? It takes a whole lot to phase me, but if your username contains the work Kitty, or anything else too over the top you’re probably a spammer. By the same token, if your avatar is just plain rude I am not only NOT going to follow you back, I am going to block you (I may also report you to twitter.com/spam for the account to be terminated if it’s really bad).

2. Is the Profile an Actual Person? It’s OK to have a business or organization profile, but is there a real person behind it? If every post is a broadcast (that is, not a reply or conversation with other Twitter users), I am not interested. Also, if every post is “come on down and see us!”, “50% off today only!”, “we’ve got the best deals in town!”, forget it. I am not interested in one sided relationships.

3. Does the Profile Have a Lot of Legitimate Followers? This is important to me- There are lots of scripts and programs out there these days by which people may amass or subscribe to thousands of followers who then follow that profile back. That’s no way to build relationships. There are a couple hints that someone has done this: they have a TON (tens of thousands) of followers and very few posts (typically someone is posting very frequently for a very long time to gain that large a number of followers), and / or they are following a lot more people than are following them back.

4. I Watch for People Gaming the System I use Qwitter and Twitter Karma to watch who is following and unfollowing me. Some jerks will mass follow hundreds, even thousands of people and then mass unfollow them so they look to have loads more followers than people they follow. Lame-o.

5. Content If there is just nothing interesting happening on a profile I don’t follow back. That doesn’t mean it has to be the most relevant content- I don’t necessarily want to collect a bunch of people on Twitter with the same perspective, experience, background, etc as me- I like variety, weird, fun, entertaining, serious, business or political related subject matter. I also can’t stand when it’s all “brushed my teeth”, “wearing new shoes”, “I’m bored”, or worse yet, when someone hasn’t tweeted in weeks. THAT’S boring.

Help out the Twitter noobs- What makes a profile appealing to you? What makes you lose interest immediately?

This Is Only The Beginning

Ok, so I said no posts this week. But you never know where you’ll find inspiration. I had a very engaging lunch meeting with Shailesh Ghimire yesterday. The lively conversation alternated between Social Media and stories about our kids, our past history and the future of our industry.

No one seems to know where Social Media will go. One short year ago I was still begging some prospects to give me 10 minutes and an open mind. These days the phone is ringing off the hook. Social Media works and the whole world is catching on. The old question was “will it work?”, and the new question is “where will this lead?”. The answer to both is the same- I knew it would work for clients because Social Media is really just an extension of ourselves, like being in lots of places without the cloning. The more places you are, the more people you know and keep in touch with, the more opportunities you have to sell your product and service.

So, where will Social Media lead? Watch this video from TED and you’re head will probably explode at the possibilities. Our technology will continue to allow us to form closer connections with the people around us, to be omnipresent in the lives of others, whether that’s for business or in a social capacity. I think pretty soon that I’ll be able to go shopping at the mall here in AZ with my mom in FL tagging along with the “Sixth Sense” (watch the video!) telling me what a horrible color this shirt is on me. One of Shailesh’s many thoughts was on live streaming of integral parts of our lives, whether it’s a child’s soccer game or a relative’s funeral. Social Media, for the people who understand how to harness it, will continue to be the connection that makes it feel as if there is no distance between us.

This is only the beginning. What is your vision for the future of Social Media?

Sometimes…

you just don’t feel it. I am totally creatively tapped this week. I keep doing that thing where I’m driving around or giving a presentation and think about something I’d like to blog about, then *poof* It’s gone. This is just one of those weeks. So, taking a blog vacation this week, see you next week :D

So, Why Should I Use Twitter?

I feel like the universe is out of alignment when a day goes by that someone doesn’t ask me this question. Someone I look up to a lot, Allan Starr, asked for personal examples of successes on Twitter in his Linkedin group discussion board (Marketing Partners Memos, look it up!). So, for all to read, here is my answer to  this oft asked question in a nutshell:

I can attest first hand to the power and value of Twitter, both in my own experience and that of my clients. Twitter is largely misunderstood- the “fallout” rate has made Twitter the target of a lot of criticism, but what most people don’t realize is there is a huge number of people joining because they think they are supposed to who never return, and of course it’s drawing lots of spammers (temporary / fake profiles that are never used again after a marketing message is pushed). The remaining core of consistent users are who we aim to connect with.

Twitter is all about 1) being present when a consumer is looking for you 2) brand recognition 3) media relations (we’ve gotten loads of press coverage for clients from relationships developed through Twitter- journalists are there and looking for stories!!) and 4) public relations- people are talking about you, you better be managing those conversations! To a smaller degree, for some businesses, Twitter is also about prospecting and selling. It’s also popular among the teeny percentage of the major business players who are making the business world go ’round (those are early adopters for you!). I encourage skeptics to do a search on Twitter of political and business leaders they’d like to connect with- I bet they’re there! Yours Truly, Twitter Fanatic :D

Did I miss anything? Do you agree or disagree? Have a personal success story from using Twitter?

Doing Good, Doing Well

we can do itFor anyone who knows me, or is familiar with my business, you know that good karma and chemistry are important to us when deciding which clients we want to work with. We often choose to work with clients who are on the cutting edge of what they do, are doing something that makes society or the environment better, or who serve some social cause or noble purpose. I am glad to say, that I am observing a trend towards this kind of  business.

I had a great time talking with Daniel Klein of the Law Office of Emily B. Kile, PC, last week. They are a firm specializing in Estate Settlement and Planning, and spend a lot of time assisting seniors with preparing for the years in which they need care and assistance (s0metimes after they find themselves in need of this care without having planned in advance for it). We talked quite a bit about what he describes as “Doing good and doing well“. I really like this thinking- that we can do good in the world, while also being prosperous, taking care of our families and crossing off the items on our bucket lists, or doing well for ourselves.

This philosophy of “doing good and doing well” is obvious at my friend Brandon Willey’s business, redPear. A portion of the proceeds of Core software sales will go to non-profit organizations through the redPear Foundation. I recently joined HSP (Health Services Professionals), a professional development group for those in industries or those interested in serving the needs of Arizona seniors. This group is comprised of wonderful people who are in the business of serving our aging population, and their unique needs, including one gentleman seeking land to build a shelter for homeless seniors.

So, when you’re out there in the rat race, think about how you can not only do well, but how you can do good at the same time ;)

Bobbies Flowers

I am pleased to announce that our  clients, Bobbie’s Flowers, now have their  blog  up and running! They have posted a great article about why it is important to use your local florist when ordering, vs. the large online sites. Check it out!

Let’s Start a Movement

I have this vision for the future. In the future, I know that each and every one of us will need to access the Internet as freely as we use the phone today. It’s funny for most of us to think about this, but not everyone posseses this “free” access. The thought that some people still don’t own a computer baffles me. The thought that there are still people using old clunky computers on dial-up astounds me. The thought that older generations are still assimilating is interesting to me.

Access to  the Internet  is a benefit so rich that I categorize it as a basic human need, a right, like access to clean water. It supports literacy and interpersonal connections, self expression, delivery of news critical to society, enables business, is a powerful educational tool, and provides for some of our  most basic needs- for example, maps, driving directions, weather, the light rail schedule, or hospital locations. The World Wide Web no longer refers to a web of sites- it is a web of human interconnection. We are all connected through blogging, Social Media sites, and email; we have a need for one another, to be part of greater society, to leave our mark not just in the physical world, but now also in the virtual world.

I propose that we have public computer stations. I don’t pretend to know anything abot the logistics of such an undertaking, but public Internet access should be as common as pay phones were 20 years ago when none of us were using cell phones. Library locations aren’t nearly enough. I would love to see computer kiosks in malls, at gas stations, train stations and airports, at concert venues and ballparks. Even those of us who are most connected sometimes find ourselves with a dead cell phone or without our netbooks. Despite the limitation of not having your own cell phone or laptop, how wonderful would it be to fire off an email that you’re on your way home?  Start an impromptu meeting or protest by going into a public kiosk and sending a message on Twitter?

What do you all  think about this? Possible? Impractical? Would love some feedback on this idea.

Social Media Needs Marketing

Yep! I said it. I’ve said it before and I will say it  again. This topic came up in one of  the classes I taught at the Arizona Small Business Association this week. Inevitably, someone makes a statement to the effect of “Oh, that site WAS fun until the marketers showed up”. This is tough for me, because I am first a Social Media fanatic and second a marketer. It hurts me to think that someone hates marketers, but I also know how pushy and intrusive a lot of marketers can be on these sites.

But, marketing and Social Media are always going to be intertwined. First, everyone is marketing, even if they have nothing to sell, they want you to get their “message”, whatever that is. Second, people say that marketers use Social Media. Um, have you ever been to MySpace and felt like you might seizure from the flashing ads and the Twilight movie clip that smacks you in the face when you go to login? Seen any of the totally bizarre ads on Facebook? I assert that Social Media uses marketing. Without display ads and marketing, some of our favorite Social Media sites wouldn’t be free. Now that wouldn’t be any fun, would it?

Dunn & Bradstreet Has Some Things to Learn…

about customer service and user friendliness…

I contracted with them via their online service in January to initiate collections for a past due account. First, I’ve been trying to sign in to my account and their website doesn’t recognize my correct password. Ever. I have to request a reset, and when I use the password they provide as my new password, the site will only accept the original, correct password that it should have recognized in the first place. Second, they haven’t updated my account with their activities, so it doesn’t do me any good to  sign in anyway.

I recently emailed them and was told to call an 800 number. I was told I needed to call someone else. When I called that department, I was told I actually needed to call the first number I was given… A rude person said “your name is Ma- what?!”. That was nice. And that a letter had been sent incorrectly showing the debtor as the  debtor and the collector, and then I was informed that I’d have to pay for another to be sent out, even though it wasn’t my error. I asked for a supervisor, the woman put me on hold, and then came back and told me her supervisor said they would resend it correctly (duh!).

This is supposed to be a series of 3 letters- my account is still not reflecting if and when these letters have been sent. Hoping to avoid more phone calls, I emailed Dunn & Bradstreet, here’s how it’s going:

—–Original Message—–

Hello,
I am writing for 2 reasons.

1) my online account is not updating with collections activity. Please call or email me with updated collections activities (dates that letters have been sent).

2. your site is not functioning properly. When I sign in, I am told the password is incorrect and then I have to request a new one be emailed to me. the site asks for the old password and a new one, but it rejects the new password the site has assigned me as a temp password. Instead, I entered the password that it should have accepted in the first place and then it allows me to change my password. I’ve had to do this every time I want to access my online account, which doesn’t have any updated information anyway.

I have to say, I am extremely disappointed and surprised that I have had such poor service / performance from a company like Dunn & Bradstreet.

Jennifer Maggiore
Site
http://www.mcmaz.com
Blog http://jennifermaggiore.com
Twitter http://jenn-ex.com 

——– Original Message ——–
Subject: RE: CUSTOMER SERVICE ISSUE
From:
customerservice@dnb.com
Date: Mon, April 06, 2009 5:21 pm
To:
jennifer@mcmaz.com

Thank you for your interest in our internet website and services.
If you are an officer of a company and are needing an eUpdate password, please click on ‘forgot your password’ on the log-in page for
www.dnb.com/eUpdate. Fill out the password request form. If you receive an email stating ‘Your request to view your Password cannot be processed at this time. The email address on file does not match the email address entered.’, then please call our Customer Service at 888 814-1435 Monday-Friday, 8 AM to 5 PM local standard time.
Sincerely,

GN
Internet Customer Support
email:
customerservice@dnb.com
www.dnb.com
Phone# 800-234-3867

—–Original Message—–

Hi G,
would you kindly re-read my original email? I asked for a phone call or email with updated information regarding the status / activity of my account to collect a debt from a previous client.

I was also notifying you that your email reset system does not work properly so that you could report the issue to the appropriate person within your company so it could be fixed.

Even if it worked properly, the information I am requesting from you (status / activity of my account to collect a debt from a previous client) is not updated on the website anyway.

I eagerly await this information from you. Thank you, Jennifer


Jennifer Maggiore
Site
http://www.mcmaz.com
Blog http://jennifermaggiore.com
Twitter http://jenn-ex.com

——– Original Message ——–
Subject: RE: RE: CUSTOMER SERVICE ISSUE
From:
customerservice@dnb.com
Date: Tue, April 07, 2009 4:40 am
To:
jennifer@mcmaz.com

Thank you for visiting D&B online.

Please call us at our Customer Resource Center at 800-234-3867 (Option 1/4/1) to speak with a Customer Service Representative for assistance on this matter.
Sincerely,

SP
Internet Customer Support
email:
customerservice@dnb.com
www.dnb.com
Phone# 800-234-3867

This is my last email to them on Tuesday. Haven’t received another email or phone call. Guess I will give in and call them again on Monday…
S,
will you please kindly have someone call me as requested? I have had many problems since signing up for your collections service and have already spent a lot of time calling and waiting on hold. I would appreciate the courtesy of someone there calling me at the phone number below. Thank you in advance for your kind assistance.
 

Jennifer Maggiore
Site
http://www.mcmaz.com
Blog http://jennifermaggiore.com
Twitter http://jenn-ex.com

I am surprised that a company like Dunn & Bradstreet is doing such a poor job. I’m hoping they’ll see this and make some changes, but I am guessing  with service issues  like this, they haven’t yet evolved to conversation monitoring either…

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Hi!

I'm Jenn Maggiore, and I help businesses use Social Media to start conversations and build relationships, integrate Social Media into the traditional marketing mix of Television commercials, radio spots and print campaigns, and use lead / conversion tracking. Check out my About page or my links for more information. I enjoy meeting new people, so be in touch!

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