Opportunities from Business Networking and Marketing Events

business networking
Business networking.
Business networking is leveraging your connections to bring you new opportunities. And it means turning those connections into relationships.
Sounds simple, doesn’t it? Don’t let that fool you, though. Because it involves relationship building, it can be a deceptively complex process.
The aim of marketing is to make selling unnecessary.
Peter Drucker
Think about it. How many people do you know? How many of these people truly understand what you do? How many of these folks have directed prospects to you as referrals? And how many of those referrals have turned into a business? I’ll wager far fewer than you would like.
Related: 13 Employee Engagement Lessons From Best Employee Brands
Business networking is much more than showing up at networking functions, shaking a lot of hands and collecting a bunch of cards.
Networking for new opportunity must be strategic and focused. Not everyone you meet can help move your business forward. However, everything you do should be driven by the intention to grow your relationships.
Networking your business means you have to be proactive. Very dynamic, as business opportunities rarely come to you on their own. The core of networking is doing something specific each week that is focused on building relationships.
  

Preparation for a networking event

Prepare open-ended questions

This means questions that ask who, what, where, when, and how as opposed to those that can be answered with a simple yes or no.
This form of questioning opens up the discussion and shows listeners that you are interested in them. A key point.

 

Have your elevator speech down cold

Have a clear understanding of what you do and why, for whom, and what makes you doing it special or different from others doing the same thing.
To get referrals, you must first have a clear understanding of what you do that you can easily articulate to others.

Business networking … pick out your targets

Know who you want to meet and do your homework on them.
But leave some time for the unexpected attendees.
business networking examples
Business networking examples.

 At the networking event

Wear name tag

Your nametag is your best friend for several reasons.
First of all, a person’s name is the single context of human memory most forgotten. And people are less likely to approach you if they don’t know (or forgot) your name.
Secondly, it’s free advertising for you and your company.
Third, nametags encourage people to be friendly and more approachable.

 

Confidence is EVERYTHING

You are good enough. You are important enough. You are worthy. Everyone is just someone.
The biggest names in the world that I’ve met have all been regular people when you get down to it.
Is that your experience?

 

Assume neither of you has lots of time

Try to keep the conversation moving and tight.
This one is tricky, and you have to read the signs. Is the person you’re speaking to giving you the “I need to move on” signals?
Are their shoulders turned away from you? Are they looking around instead of making deep eye contact?
There you have it. Smile politely and make your exit.

 

Lead with most interesting topic

If you’re going to say, “I’m here to ask about a business partnership,” then start with that.
Most people want to start with soft things like the weather, but in most cases, what’s critical gets buried in trivia.
Don’t do it. Believe me.

 

Take notes

On the back of business cards, write down quick notes about your interaction with the person.
Did they mention they were looking for graphic designers who specialize in logo design? Or that they recently adopted a puppy?
Write that down. In your follow-up, you could mention someone you know who designs logos and ask how that puppy is doing.
And pay close attention at all times, ok?

 

Determine common points of interest

The common point of interest is an essential element to every conversation and interaction.
Your objective, as you meet new people, or even as you talk with those you already know, is to discover the points as soon as possible. It connects people to you.
It allows them to feel more comfortable talking to you.
And it increases your approachability as people will be linked to you by the commonality you share.
business networking tips
Business networking tips.

  

Watch your body language

Body language creates simple, subconscious non-verbal cues that too many people ignore and it hinders their approachability.
Pay attention to the messages you want your body language to send.

 

Finish with action

Because you’ve kept it short, because you are letting this person go on to the next thing, your goal now is to decide whether there’s some “there” there.
If yes, then move on to business cards and next steps. If no, then be clean and enjoyable about it. Just say thanks and pleased to meet you, and move on.
Believe me; that’s an excellent way to move on.
Related post: Positive Attitude Is Everything for Customer Engagement

 

 Business cards are for continuing business

If you’re done talking, exchanging a business card is great only when you have further business to do. Send your message quickly.
Within 24 hours is probably the best way. Do you agree?

Networking business opportunities … post networking event

 

Options for Communication


Your friends, colleagues, customers, and coworkers will choose to communicate with you in different ways. Some will want face to face; some will email, others will call, while others will do a little of everything.
The bottom line is: make all of them available.
On your business cards, email signatures, websites or marketing materials, let people know that can get in touch with you in whatever manner they choose.
A good idea is to give people as many options to contact you as possible. There’s nothing more annoying to a “phone person” than when she discovers she can’t get a hold of you unless she emails you.
 

 Reach out

You don’t have to physically meet a person to network with them. If the individual you’d like to chat with has a blog or wrote an article you liked, reach out to them. The worst thing that could happen is they say no or don’t give a reply. The best things that could happen are virtually limitless.

 

 Follow through

When people give you referrals, your actions are a reflection on them.
Respect and honor that and your referrals will grow.

Summary

Your results will vary.
First, all you shy people who have been clenching your jaw while reading this, it’s okay. I get it. I know that it’s a lot easier to do this when you’re not shy.  Me? I tend to be on the private side. I just push hard NOT to be shy when it’s important.
Second, remember, things don’t usually follow a formula. That’s okay. Do what makes sense at the moment.
Finally, I want to re-stress that these are thoughts on what works best in meetings. Give them a try and push yourself to try new things and approaches with people.
SMASHING BRAND IMAGE
Looking to create a smashing brand image?
What do you think?
Are you devoting enough energy to improving your enablers for success?
 
So what’s the conclusion? The conclusion is there is no conclusion. There is only the next step. And that next step is entirely up to you.
 
It’s up to you to keep improving your continuous learning. Lessons are all around you. In many situations, your competitor may be providing the ideas and or inspiration. But the key is in knowing that it is within you already.
 
All you get is what you bring to the fight. And that struggle gets better every day you learn and apply new lessons.
When things go wrong, what’s most important is your next step.
Test. Learn. Improve. Repeat.
Need some help in building better customer trust from your customer engagement? Creative ideas to help grow your client relationships?
 
All you get is what you bring to the fight. And that struggle gets better every day you learn and apply new ideas.
When things are not what you want them to be, what’s most important is your next step.
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. 
  
More reading on customer engagement from our library:
Whole Foods Customer Engagement Using Social Media
Is Employee Engagement the Backbone of the Publix Culture?
13 Employee Engagement Lessons From Best Employee Brands
Positive Attitude Is Everything for Customer Engagement
 
Mike Schoultz likes to write about the topics that lead to small business success. He also likes to share his many business experiences. Find him on G+, Facebook, Twitter, Digital Spark Marketing, Pinterest, and LinkedIn.

Worst SCCU Customer Service: Space Coast Credit Union Doesn’t Care

Have you had a terrible customer experience with one business that normally gives you average (not great) service? The worst SCCU customer service often occurs when the business doesn’t care. They certainly proved to me that they don’t care about their customers or their service.
worst SCCU customer service
Worst customer service.
Let me illustrate the point that SCCU doesn’t care. After writing this post, I sent a copy of it to the President of SCCU and offering him a chance to respond. I told him I would include his response with the post.
I sent it to him last Monday and gave him all week to respond. This is now Saturday and I have not heard not one peep from him. That is not a response from a caring business, is it?
This post is #1 in a three-part series. Here is the second and third in the series:

Change Bank: Why I am Wasting Time and Money on SCCU

Seth Godin once said: You can’t fool people all the time, not even most of the time. And people once unfooled, talk about the experience. Have you been fooled by a company you have done business with for many, many years?
When I say fooled, I mean the broken kind of trust fooled. And yes Seth, I do want to talk about. It involves the worst customer service and experiences that I rarely see.
Related post: Customer Experience Optimization … 10 Employee Actions that Lower It
worst customer service ever
Worst customer service ever.
My team at Digital Spark Marketing often gets asked why to emphasize customer service and experience design.
The answer we believe is pretty simple. Customers remember and value great service and experiences that demonstrate deep understanding and respect for their needs.
When businesses learn how to deliver and evolve differentiated experiences, they can build strong and enduring customer relationships that enable business growth.

So what constitutes a customer experience?

The quality of your company’s customer experience is ultimately determined by the way customers feel after their last interaction.
If the customer is unhappy, your company’s customer experience is bad. If the customer doesn’t have a feeling one way or the other, your company’s customer experience is mediocre.
If the customer feels good, your company’s customer experience is satisfactory. But if the customer feels delighted, your company’s customer experience is a substantial competitive advantage. That is the only one that matters to success.
Companies lose customers for a variety of reasons, some of which they never discover. Sometimes customers walk away after a single unpleasant experience. Other times they’re frustrated by a series of small perceived problems.
Is a lack of a customer experience strategy costing your company customers? Do you know the answer? It is not rocket science, is it? It is a key secret to your success, however.
The truth is, it usually takes significantly more time and energy to find new customers than it does to lose them.
So you can be sure a strategy to build a positive customer experience can pay off when done well.
All the marketing in the world cannot make up the damage when it is done poorly or ignored. That is the case in this instance I will discuss.

Customer Friendly Culture: How to Change Yours for the Better

Background

My wife and I moved to Merritt Island, where we bought a home and financed it through Space Coast Credit Union.
We refinanced it and eventually sold in 2016. When we bought a new home in Melbourne, during January 2017, we did not finance with SCCU. They were not the most competitive.
worst customer service
Worst customer service.

Worst SCCU customer service … the primary issue

Over the past few years, my wife and I have automated most of our finances and bill payments. I this case, our social security was automatically inputted into our account.
It was deposited at 5 AM. Our mortgage was paid on the same day. It was paid at 1 AM. Notice that both transactions occurred well before the bank opened.
Related post: 7 Ways to Create a Customer Service Evangelist Business
What was the result? The credit union charged us a $30 overdraft privilege fee.
No software to check if it was the same day. The Just simple logic to see which one was first.
The amazing point of all of this is that SCCU assumes that customers have few options, when in fact they have many.

Worst SCCU customer service … my call to the bank

First, let me note that it took 15-20 minutes for someone to answer my call. No process for them to call me back, just wait.
When I told her my issue and the action I required (refund of the fee and an audit of the past six months for more occurrences) she insisted on explaining the details of the issue.
It was clear that the bank had many occurrences of this issue. She was not interested in hearing my input for making changes to their process, as it was clear to her, the bank was in the right.
I told her I had found a previous instance of this issue three months earlier, but she told me they could not go back that far to repay the fee.
worst customer service examples
Worst customer service examples.
She also said that any further instances of this issue and they could not refund the fee.
I asked if she could give me the name of the President of SCCU, and she said they could not give out that information. She did offer to transfer me to her manager (of member services), which she did.
The manager’s name was Diana Blaze, and she did offer to refund both month’s fees with no associated threats.
She also gave me the name and address of the president so that I could send a letter explaining my dissatisfaction.
However, she refused to give me his email or schedule a meeting with him for me. She said he did not meet with customers. Wow, that was an amazing input.

Additional issues

Employee attitude

Both SCCU employees had an attitude and were not interested in hearing my perspective on needed changes to make this customer happy.

Worst customer service … taking time to get calls answered

SCCU needs a system to deal with the large backlog of telephone calls to member services. They should offer a callback when the wait is longer than 3-4 minutes.

Worst SCCU customer service … no authority to act

Not allowing the member services employee to refund the fee three months prior, was a big mistake, especially if her boss could do it. What is the point of that?

Making the issue worse

Neither employee could answer the question of why I should remain with SCCU. I guess neither considered themselves a part of SCCU marketing.

 

Here are a few of my observations about SCCU in summary.

Employees don’t care

If you hire people that are not delighted to be social and servicing people, you’ll likely end up with employees that don’t care. Nothing is worse for a customer’s experience.

 

Limited employee authority

No empowerment for employees to do the right things? You might as well build a robot to respond to customers. Nothing worse than having an employee that knows what needs to be done, but is not empowered to do it.

No interest in customer feedback

Many customers are itching to tell you how to improve. If they are not given an opportunity, it degrades the experience. Likewise, customers always feel good when they see positive improvements.
Related post: Handling Customer Complaints … 8 Mistakes to Avoid

No personalized engagement

Employees who rarely smile and engage socially at one on one engagement are at a very serious disadvantage in being able to create a delightful customer service and experience.
In the longer term, a business needs to build relationships, particularly with its best customers. Hard to do with no personalized engagement.

 

Poor listeners

Two-way conversations begin with employees listening carefully before responding. Being stuck on transmit mode in a two-way conversation won’t go anywhere fast.

The bottom line

To be effective in this new era, we as business people need to see our jobs differently. No more just focusing on metrics like clicks, video views or social media shares.
We must successfully integrate our function with other business functions to create entire brand experiences that serve the customer all the way through their experiences throughout the business.
We can do better. Much better. But first, we need to stop seeing ourselves as crafters of clever brand messages and become creators of positive brand experiences.
There can never be enough focus on continuous improvement within a business, independent of how well the business is doing.
It seems we all are looking to take our success to a new level. This is an excellent time to make a statement with all business functions.
Changing before you have to is always a good idea.
WINNING ADVERTISEmeNT DESIGN
Want to build a winning advertisement design?
Need some help in building better customer trust from your customer experiences?  Creative ideas to help grow your customer relationships?
                 
Call today for a FREE consultation or a FREE quote. Learn about some options to scope your job and pay for results.
Call Mike at 607-725-8240.
All you get is what you bring to the fight. And that fight gets better every day you learn and apply new ideas to make your customer experiences better.
When things are not what you want them to be, what’s most important is your next step. Call today.
 
Test. Learn. Improve. Repeat.
Are you devoting enough energy to improving your continuous learning for yourself and your team?
 
Digital Spark Marketing will stretch your thinking and your ability to adapt to change.  We also provide some fun and inspiration along the way. Call us for a free quote today. You will be amazed how reasonable we will be.
  
More reading on customer service and customer experience from our Library:
Customer Orientation … the Worst Customer Experience Mistakes
10 Next-Generation Customer Service Practices
Mike Schoultz is a digital marketing and customer service expert. With 48 years of business experience, he consults on and writes about topics to help improve the performance of small business. Find him on G+FacebookTwitter, Digital Spark Marketing, and LinkedIn.