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Archive for May, 2010


Use a .CO domain to .COnnect with your customers

May 28th, 2010 ::

We work hard every day to create products and services that provide value in people’s lives. Sometimes these products and services do not always meet customer expectations. This need to provide customer service to answer questions, deal with complaints and get feedback on how to improve is part of the role of customer service.

Customer Service is a Way of Life

Every person in a company should be involved in customer service so that the customer-centric thinking is a way of life for a company’s culture. Providing stellar customer service takes hard work and the passion to ensure that people love your products. Nothing is more powerful than customers who have nothing to gain talk about and become evangelists for your product/service. You can see this at places like Apple, Zappos or Nordstrom.

Many of us desire to create companies that have that kind of impact and following. If you do, then would agree that in order to take a company from small to big requires customer service being a way of life.

.COnnect with Your Customers using a .CO Domain Name

One thing you can do to forge the path of stellar customer service is to create a site dedicated to listening and communicating with customers. The .CO is a unique opportunity for businesses to use this newly available global domain name to do just that.

Simply put, .CO is global, recognizable and credible, and therefore highly desirable in this competitive business environment.

Even if you have your .COM brand, it important that you protect and extend your brand in a commercial or business environment. As you grow your company you will need to protect your name and multiple domain extensions is one primary way. In the event you have your trademark in your country of origin (you should do this if you haven’t already) you can participate in what is called a Global Sunrisewhich is from April 26, 2010 – June 10, 2010. During the Sunrise period holders of eligible registered trademarks have the right to apply for the .CO domain name corresponding with their trademark before the registration of domain names opens to the general public.

Take Your .COmpany from Small to Big with a .CO Domain Name

So are you ready to go from small to big? We encourage you to check out the Network Solutions .CO site more information about submitting your trademark application and the .CO domain name in general.

To support the launch of the .CO domain globally, the site Pitch.CO has a contest asking for your best business idea pitch and you can win $50,000. To find out more, check out the Pitch.CO site.

Making Templates for Your Work: How to Reduce the Boring Parts of Your Work

May 27th, 2010 ::

Work smarter, not harder. I’ve been focused on this saying for the past couple of months, looking for places where I could reduce the amount of time that I spend on repetitive tasks. In that time, I’ve found that I spend a lot of time at the keyboard, pounding out what are virtually identical documents. Occasionally, I’ve been known to take an old email or document and use the basic format, but actually creating templates seemed like too much of an investment of time.

Beyond Saving Time

I started making a point of saving documents that I knew I’d be able to reuse — especially email messages — as templates, though, and I noticed something. Not only did I speed up many of the regular tasks I have to complete (such as introducing a client to the way I do business), but I actually got to spend more time on the parts of my work that I enjoy. When some of the hum-drum boring parts of writing are out of the way from the moment I start, I can focus more time on putting together the more creative aspects of everything that I’m working on.

I may not be able to put together an in-depth template for everything I do, but you may be surprised at how helpful even an outline of how a standard type of email might be. For instance, I’ve now got a template for an email explaining the estimates I put together for my clients. Every estimate is different, depending on what kind of help a client needs, but I’ve got a general structure on how to break down the details and even a reminder to actually attach the estimate to my email. That will save you some trouble more often than you might think.

Having that guidance helps me get more creative on the parts of a page where I can, without running the risk of forgetting something boring, yet crucial.

Creating Your Own Templates

For most of us, creating templates seems like a major time commitment. You’ve got to sit down and make a list of everything that you need a template for, and then you have to write out the actual template. But that view isn’t really accurate. Creating templates can be a much easier process to manage, although you’ll need a reminder to actually create the template somewhere along the way. When you’re in the middle of writing a document that you know you’ll need to recreate down the road, write it up and then save a second copy — without the information that makes this particular document specific to the situation. You’ve got a template without going out of your way. The only hard part is remembering that you want to save that second copy.

It also makes sense to revisit certain templates after you’ve written them. For instance, a reminder written to a client late on their payments can be a useful template to have, but whatever you write in the heat of the moment is probably going to need some tweaking when you’re not aggravated by a particular client.

Image by Flickr user Owlpacino

Women in Business: Growing an International Non-Profit from Scratch

May 26th, 2010 ::

We don’t talk much about non-profits in this space, though they are businesses, too, and growing them is just as difficult as growing a for-profit business. In fact, I would argue that starting and running a non-profit is even more difficult due to the money factor.  You need seed money to get going, but because non-profits are generally un-sustainable, year after year, you must rely on individual donors and grants to ensure your mission can continue.  On the plus side, working in the non-profit world can be really rewarding.  Everyone is committed to the cause, and your work is making the world a better place, whether on the micro level, macro level, or somewhere in between.    

Jillian Poole

Jillian Poole

I have been lucky to watch an amazing non-profit evolve for the past 8 years.  In 2002, I began working as the assistant for Jillian Poole, founder and CEO of The Fund for Arts and Culture.  I got to do a lot of really interesting work: travel and budget planning, grant writing, correspondence writing, and report editing; I have been their Editor since 2003.  Their mission statement sums up pretty neatly what they do:

The Fund provides assistance to selected major arts and cultural institutions to assist in their adjustment to a free market economy. Our senior consulting experts serve pro bono and share their expertise in administration, management, governance, planning, public relations, marketing and fundraising with visual and performing arts organizations.  We believe that promoting healthy, vibrant and welcoming institutions of art and culture strengthens civil society.

Jillian founded The Fund following her retirement from the John F. Kennedy Center for the Performing Arts in Washington, DC, where she had been head of the development (fundraising) department.  “The year was 1991, just after the fall of the Berlin Wall,” said Jillian.  “And like many things in life it came about through pure serendipity.  There was a need, and I knew people who could help fill that need.”

They began their work in Russia and quickly expanded to other former Soviet bloc countries.  Jillian continually recruited senior museum and arts administrators to serve as consultants.  As she said, “A rolodex is an expandable thing.  It grows in unexpected ways, often with unforeseen encounters and certainly with almost every major endeavor.”  Word of their expertise and positive impact traveled quickly.  As the only organization offering hands-on, interactive seminars and workshops, the more than 100 consultants engaged by The Fund traveled to more than 20 countries.   (It is important to note that these consultants worked pro-bono, and many were eager to travel on behalf of The Fund again.  It was an enriching experience for them as well, and many have noted that they learned as much as their seminar participants.) 

The global economic collapse has forced some changes, as fundraising has been negatively impacted in a big way over the past two years.  After 20 year leading The Fund, Jillian has stepped down as CEO.  (A new CEO has not yet been named.)  I asked her if she would have done anything differently, and she replied, “I tend to look forward, not back.  There are many things that could be done, and some that must – and whether they will be remains to be seen.”  Though it seems like an evasive answer, her attitude perfectly reflects that of a leader: keep moving forward and make the changes you need to make to stay viable. 

I asked her for one piece of advice she’d give to someone interested in starting a non-profit, and she said, “Build a strong board to help you, always bearing in mind the essential 3 Ws – Work, Wisdom and Wealth.”

Get Your Business Found with a Great Google Business Listing

May 25th, 2010 ::

If you are engaged in any kind of search marketing, you are looking to leverage Google in every way.

According to Vedran Tomic of Small Biz Trends, “80% of are people using search engines to find local information, so it is impossible to imagine a brick and mortar business that couldn’t benefit immensely from local search. On the other hand, having no local search presence could potentially end a local business.”

I was recently reading his post “10 Things You Should Have Done to Make Your Google Business Listing Great” and a few things caught my eye:

Right after you claim and verify your business in Google local business center, make sure that your business info is correct with Google’s trusted data providers like InfoUSA, Acxiom, Localize, or Yellow Pages. Check those first, because they supply data to a very large number of business directories.

Since Google is placing a lot of trust on information they get from the business owner via GLBC ( Google Local Business Center ), don’t forget to be as accurate as possible when filling in your business information.

How important is proper categorization in Google Maps. It can make a difference between a poor listing and a great one. Google will suggest categories as you type and you will have to use one of those predefined categories to classify your business.

The description field should be used to emphasize what is unique about your business and to inspire trust. All that in less then 200 characters. Having something remarkable about the business in the description is a must. Maybe you have the oldest company in your town, or a patent for something.

Images and videos are ideal tools for making listings compelling and bringing their conversion rates up. Google allows 10 images and 5 videos to be added to your listing. Some types of images that would help your listing in many ways are:

  • Your Logo
  • Brands Carried
  • Pictures of your establishment
  • Logos of associations you belong to (like the Better Business Bureau)
  • Your Video Commercials or Interviews, etc…

Use coupons to promote products and services, because in Google Maps they are possibly the only reliable way to track business generated by your Google listing that couldn’t be tracked otherwise ( by call tracking, or web analytics software).

Reviews and Web citations (mentions of your business) are extremely important for similar reasons.

Encourage reviews and make it easy for people to review you. Make it a part of your routine to ask for reviews from happy customers and point them in the right direction.

How to Get Started with Google Business listing for your new business

To get your business registered on Google and get your listing, go to the Google Local Business Center.
Here is a video from them on the local business center:

Setting Security Standards for Your Business: 3 Questions to Ask

May 25th, 2010 ::

I’m in the middle of handing off a fair amount of my work-load to a virtual assistant. One of the questions I’ve been struggling with, though, is just how much I should trust her with. Don’t get me wrong — I trust my VA. But I’m still figuring out what the security standards for my business should be. How much access should she have to my financial records? What does she need to have a password for? Heck, should I let her set her own passwords?

  1. How secure is secure enough? Determining the steps you need to take to protect your business can be a difficult process. Depending on the business you’re in, you may have legal requirements you need to comply with. On top of that, though, you need to make sure that your information and office are secure to your satisfaction. That can require a little research — for instance, what makes up the measures that secure your company’s information in an online application? That research can lead you to set a variety of policies about how your business handles security concerns.
  2. How do you make sure your employees, contractors and other help stick to your security standards? For many small businesses, the biggest security issues stem from people you work with — not hackers specifically targeting your business. Not only do the employees, contractors and other individuals you work with need to be trustworthy, but you also need to make sure that they follow the security policies you set. One easy-to-crack password can provide access to an entire company’s computer system, no matter how good the rest of your security is. You have to educate the people involved in your company and make sure that they are familiar with the steps you expect them to take.
  3. How fast can you change passwords, keys and security settings? In the event that something goes wrong, you need to know what it will take to remove a particular person’s access to your business. If we’re talking about someone who has access to your physical office, that can mean changing the locks. If it’s someone who has access to your information online, that can mean changing passwords. Depending on the type of worker you may be having problems with, you may need to bring in some outside help to make sure something is secure — I’ve heard unfortunate stories of less-than-trustworthy individuals leaving back doors or copying keys.

These questions are just a starting point in determining how your business will handle security concerns, but they are crucial to the process. No matter what type of business you’re in, you need to set security policies. Even if it’s just you in the office at this point, your security policies will help you decide what tools you need to grow and how to choose the right people to help you.

Personally, my VA and I are moving slowly, since I didn’t set my security standards in advance. We both get frustrated with the speed, but we’re talking about my business: I’d rather be safe than sorry.

Image by Flickr user Brad & Ying

8 Lessons I've Learned As a Small Business Owner

May 24th, 2010 ::

If, like me, you’ve been in business for a while, you’ve made plenty of mistakes.  I sure have!  But of course that’s part of the learning curve, and if you’re not making mistakes, you’re not growing, changing, trying new things, striving to be at the top, and so on.  In no specific order, here are the mistakes I’ve either made or seen others make.   

  1. To be taken seriously, have processes in place.  Not waste-of-time-we-are-in-Dilbert’s-world processes, but ones that show you have a handle on what you’re doing and a clear sense of how to get from point A to point B. I have found this to be important for small and large clients, as I look more professional, competent, capable, and therefore trustworthy.
  2. Don’t cut corners, because man, you get what you pay for!  Because of what I do, I can instantly tell when a little time, effort, or money was spent on logos, business cards, websites, and sales materials.  If you’re scrimping on these things, I will very quickly question the quality of your product or service.  
  3. Do your research.  Before taking the plunge, ask around about vendors and potential business partners.  I was about to become a preferred vendor for a company this past year when I was warned by a few people that doing business with this company could seriously jeopardize my reputation and integrity.
  4. Develop a support network.  I have found that it’s extremely important to have a group of people in your professional network you can turn to for advice, as they have most likely been in similar situations and can offer you guidance and support. 
  5. Don’t be afraid to ask.  When you meet someone you could potentially work with, ask how you could work together.  When you are discussing a project with someone, ask for their business.  Ask, don’t assume.
  6. Narrow your focus.  I started out as a copywriter/editor without a focus on industry, projects, etc.  Now I’m a B2B copywriter, editor, and branding strategist who works primarily with technology and government services companies and specializes in website content, newsletters, blogs, articles, and marketing collateral.   
  7. Charge what you’re worth.  Never discount your service (I’ve done it), and be sure you’re charging the going rate (I am now). 
  8. Do not give away services for free.   I’m not talking about pro bono work for a non-profit you support, but rather working for free for a start-up for equity, stock, or whatever.  If the company never takes off, you’re left with nothing.  
  9. Brevity is key.  I have suddenly begun getting emails from a company that literally knows nothing about marketing.  The emails are very long (keep scrolling…almost there), full of crazy, almost incoherent graphics of every size and color, and riddled with grammar, spelling, and punctuation mistakes.  I wouldn’t buy from them; would you?

Get Your Biz On! First Ever Women Grow Business Bootcamp this June in DC

May 21st, 2010 ::

I am happy to share the news that Shonali Burke, Editor of Women Grow Business has put together the first-ever Women Grow Business Boot Camp for women entrepreneurs in the DC metro area.

The goal according to Shonali is to “bring the smarts of our online community offline – to help you grow – or start – your business”.

Did you know that according to the U.S. Census Bureau’s last report (2006), the number of women-owned businesses in the U.S. grew 20 percent between 1997 and 2002. In fact:

  • Women owned nearly 30 percent of “nonfarm” businesses in the U.S.;
  • Fourteen percent of women-owned firms employed more than 7.1 million people; and
  • Wholesale and retail trade accounted for 38.3 percent of women-owned business revenue.

One thing’s for sure from this data: we women are bent on rocking business!

Event Details!!!

The first-ever Women Grow Business Boot Camp, which will be held from 8:30 a.m. – 12:30 p.m. on Saturday, June 19, in downtown DC.

If you’re a woman entrepreneur in the DC area (or want to be one), I hope you’ll attend this half-day, FREE workshop where you’ll hear from women business owners, many of whom contribute to and/or have supported Women Grow Business since its inception.

I mean, it’s not every day you get a chance to meet Kathy Korman Frey aka @ChiefHotMomma and our keynote speaker (W00T!), as well as powerhouses like Marissa LevinPatricia FrameShana Glickfield and many, many more.

What you’ll learn

Speakers will share their experiences in growing their businesses, and after the keynote, you’ll split into four breakout groups to learn more about four key areas of growing your business:

  • Money, Honey: the financial and infrastructural side to your business
  • Legal Eagle: the legal, IP and related issues we need to be aware of
  • What’s the Buzz?: marketing your business, including using PR and social media
  • Are You Being Served?: defining, reaching and retaining your ideal customer

We’re going to repeat these tracks after a short break, so that you can move to another group and learn about another area (and the speakers will change as well).

So by the end of the workshop, you should come away feeling empowered, armed with practical tips, and have done a ton of networking… at least, that’s what we hope you’ll come away with.

It’s on a Saturday, so hopefully that will make it easy for you to carve the time out of your busy schedules. And did I mention it’s FREE? Thank you, sponsors Network Solutions and the Intellectual Property Group and Diversity Committee of Steptoe & Johnson LLP.

Sign up!

You can register here, and do share the word with those you think would be interested… and maybe we can even come up with a flash mob of our own. Whadja say?

About Women Grow Business

Network Solutions-hosted blog community, Forbes named Women Grow Business one of the 20 Best Marketing and Social Media Blogs By Women earlier this year. Rather than rest on our laurels, we hope the Women Grow Business Bootcamp will provide a rich learning environment for women business owners… and those who want to join their ranks.

Building Your .COmmunity with Your New .CO Domain

May 21st, 2010 ::

With the advent of social media, companies are looking to engage their customers in two-way communication. The most basic way to do this is to build a community around their products and services. In the past people created a sub-domain like “forums. or community.” to direct people to their community, with the new .CO domain you can centralize all of that while still leveraging your company brand.

Building a business from the ground up takes hard work and the passion to see your vision turn into reality. Many of us aspire to be entrepreneurs one day and many of you reading this may be just starting out or veterans at this already. What you all can agree on is that in order to take a company from small to big a critical element is building a strong community.

Strong Communities need a Strong Presence

As your company grows, so does its customer base and the need to communicate with them. This means opening up various communications channels and listening posts to have conversations with customers and allow customers to talk to one another.

The .CO is a unique opportunity for businesses to build a centralized community hub and here are a few examples of this in action:

  • Centralized content from all over your company into one place customers can discover each other and have conversations
  • Using .CO as your portal for all things community
  • Adding in all forums and various news/blog feeds so it becomes a hub for everything happening in and around your business

Build Your Community with a .CO Domain Name

Even if you already have your .COM for your company, you should look at leveraging a .CO domain name for your centralized community site. As your company grows your customers will look to know more and be able to communicate their issues and talk with fellow customers. Using a .CO domain as the community site will help you

Take Your .COmpany from Small to Big with a .CO Domain Name

In the event you have your trademark in your country of origin (you should do this if you haven’t already) you can participate in what is called a Global Sunrise which is from April 26, 2010 – June 10, 2010. During the Sunrise period holders of eligible registered trademarks have the right to apply for the .CO domain name corresponding with their trademark before the registration of domain names opens to the general public.

So are you ready to go from small to big? We encourage you to check out the Network Solutions .CO site more information about submitting your trademark application and the .CO domain name in general.

To support the launch of the .CO domain globally, the site Pitch.CO has a contest asking for your best business idea pitch and you can win $50,000. To find out more, check out the Pitch.CO site.

A Fallback Plan for Entrepreneurship: Do You Need One?

May 20th, 2010 ::

I don’t have a fallback plan. If something were to happen to my business, I don’t have a cushy job lined up somewhere. I don’t have a trust fund. I do have some skills and I doubt that I’d ever actually wind up going hungry, but I don’t have a fallback plan.

For me, the lack of a fallback plan has helped to motivate me. Of course, I do have options, like embarking on a job search if I think I need to replace owning my own company with a paycheck and an employer. But those aren’t options I have any interest in taking. After I quit my last job, I came to the conclusion that things would have to be beyond dire to get me to take that route again. Not wanting to go back to being an employee has been a great motivator for me.

But What About You?

Just because I don’t have a fallback plan doesn’t mean that it may not make sense to make one for yourself. If you find that you work better knowing that you have some options if a new business venture doesn’t work out, then building a fallback plan can be very important. And while lining up a trust fund isn’t exactly easy, there are strategies that can make a transition a better option: something as simple as building a rainy day fund that you can fall back on if you need to cover the distance between closing a business and landing a new job. If you have a family depending on your ability to earn a living wage, you may not have an option beyond creating a fallback plan.

The only downside that is important to remember is that, if you feel too safe, you may not want to take risks. While it depends on the business and the business owner, many successful companies succeeded simply because there wasn’t another option. If failing isn’t an option, success is all that’s left. If you depend on your business to pay the bills, you’ll go out and spend the time necessary to build it up. It’s only when you have other options that it feels safe to slack off. Think about how many business owners with alternate sources of income (from spouses to inheritance) start and sputter.

Fallback Plans and Exit Strategies

It’s worth noting that a fallback plan and an exit strategy are two very different things, at least in my mind. There are certain parts of my business that I plan to spin off as the company grows. I’ve even sat down and thought about what I might do in certain situations, from the best case — where someone wants to hand me a big stack of money for my business — to the worst — where my business is losing money faster than I can earn more. I have plans in place to allow me to handle those situations just fine. But I don’t have a fallback plan. No matter what happens, I see my only option as making my business work.

Image by Flickr user tnarik

Women in Business: Striking a Balance Between Entrepreneurship and Motherhood

May 19th, 2010 ::

If you’re lucky, every once in a while you meet someone who totally changes your life.  Staci LaRue is just one of those people.  As a holistic nutritionist and personal trainer who specializes in Pilates, Staci helps lots of people change by helping them live healthier, more balanced, and less stressed lives.  She changed mine in a big way after a consultation this past winter.  After 17½ years of being a vegetarian, I did a 180˚: I started eating meat and stopped eating soy and wheat (not as hard as I thought it would be!).  Because LaRue Wellness is such a niche business, and because Staci manages to balance the demands of running a new business with being a wife and mom to a toddler, I wanted to share her story with you.
 

 

Staci LaRue

Staci LaRue

As 2009 was coming to an end I realized that as much as I was enjoying motherhood, I also enjoyed my career as a fitness and nutrition professional.  My former office space only allowed me to hold nutrition appointments, and I really wanted to add the personal training component back to my client programs.  I needed to expand, and the only way it made sense financially was to do it on my own.  LaRue Wellness unofficially launched in January 2010, but thanks to Mother Nature’s snow generosity things didn’t really get going until February.  

I like being in control of my client relationships, scheduling, and having everything I want and need in my space to create the perfect atmosphere for wellness.  As great as being your own boss is, it also adds some extra pressure and schedule demands, even more so for a one woman operation like mine.  It is always a challenge to find time for client emails, accounting duties and maintenance, along with all the requirements of mommy hood.  It’s a hard balance but I wouldn’t have it any other way.  I love the challenge and being my own boss keeps me busy and I think makes me a better mom and role model.  

Spreading the Word

Thus far I have done a little social networking on Facebook, but the rest has been word of mouth. I have been blessed with some great clients who have helped me spread the word about my new business.

Growing and Changing

My goal is to maintain the balance of being a mom and wife while continuing to help my clients become and stay healthy.  In the immediate future, I would like do more corporate and group wellness programs.  So far I have only had one corporate client for a 5 week weight loss workshop, which was a success.  I have also hired an evening trainer who can utilize my facility while I am home being mom, which will help LaRue Wellness grow.

Advice for the New Business Owner

Set realistic goals, make time for your home/personal life, and don’t forget to pack a lunch!

As told to Monika Jansen via email