4 Customer Service Hacks via Peter Shankman

It’s no secret that I ADORE PR speaker and motivator Peter Shankman.

My guru recently gave a talk at IZEAfest 2017 asserting that the future of the economy is customer service. Why? Because it’s easier than ever for consumers to review any experience, business, or service, so if your customer service is lacking, the whole world will know.

While he has a list of ten great points (that I highly recommend you check out in his talk here), four of his points screamed out at me to share ASAP:

First off: don’t suck.

You don’t need to be good, but you need to not suck. If you suck, people will know—remember, their friends and family are writing about you on social media. So how do you not suck? One easy way is to do your homework. Peter says by just doing a little bit of research, you’ll be better than 99% of the competition.  Google the business or individual you’re working with so that you know a little bit about them, and it will help you help them.  The last thing you want to do is meet an important new client and not know something about them that is obvious to anyone who knows who they are, or put out a document with wildly inaccurate information in it.

Which leads us to the next point; know your audience.

Your first-time customer doesn’t need the same things that your most loyal, top 10% customer needs.  Their questions and feedback will be different, as will their expectations. The example for this Peter gives is United; he is in the top 10% of their flyers and still receives the same very anonymous, impersonal survey after each flight that they send everyone, and when he fills it out and responds, he gets no follow-up.  How much would it cost United to have a customer service representative give him a phone call? This is low-effort on United’s part, and yet would demonstrate that they truly appreciate and listen to their clients.

HUGE: brand everything. Everything.

If you create good content, it will get shared widely and go viral, but if it’s not branded, you’ve lost your opportunity to build YOUR audience and YOUR brand.  Make sure that people who like what you’re doing have a way to not only know you’re the one doing it, but to reach out to you about it! Whether this means including a phone number and a website in published material, or a few seconds displaying contact information in video content, take the time and effort to do it before it gets spread across the internet and your authorship is lost.

Transparency is the fourth point I’d like to touch on here. Be honest. Being honest is easy, and people like it. Trust is essential. If you make a mistake, own it. If you own it, you’ll get through it, and according to Peter, “there is no greater lover in the world than a former hater.” And it’s true! If you take care of a customer’s problem, they’ll love you forever. If you embellish the truth about yourself and your audience finds out your claims are inaccurate, they’ll never trust anything you say or do ever again.

These will help every company succeed in customer service AND they’re especially valuable lessons when considering PR. So get ahead of the curve, and start implementing them today! None are hard, they just take a little bit of time and thought, but the difference they will make to your clients and audience can be monumental.

For more of Peter Shankman’s incredibly valuable content, visit his blog here: http://shankman.com/blog/

Thank you Peter and…. Get Noticed.

Client Coverage On… CBS Good Day Sacramento!

Fantastic coverage for our client Nicole Smartt, VP of Star Staffing, to coincide with the opening of Star Staffing’s newest location in Sacramento! Nicole discussed her book, From Receptionist to Boss, to promote a local book signing and also talked about her company.

To check out the interview, watch below!

Star Staffing wanted to be introduced to their new audiences up in the Sac area – this show is one of the area’s most popular daytime TV show, allowing Nicole to introduce herself and her business to the Sacramento community with a bang!

Ask us anytime to help you find out how we can get you in front of your target audience – we love to talk PR.
Get noticed.

Customizing Your LinkedIn URL

WHY? Because it makes your profile much easier to search for.

Ideally, you’re aiming for your URL to look like: www.linkedin.com/in/yournamehere

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But, if you have a common name and that URL has already been chosen by someone else, you can add a middle initial or number to personalize the address while still making it easily identifiable as yours.

First, you’ll want to go to your LinkedIn profile.  Move your cursor to “Profile” at the top of the homepage, and then select “Edit Profile”.

Next, you’ll see a URL link under your profile photo. When you move your cursor over the link, you can click the little gear-shaped settings icon next to it.

Under the “Your public profile URL” section, click “Edit Icon” next to your URL. This will allow you to enter the customized part of your URL in the text box.

Finally, click Save!

It’s as easy as that. Now, your profile’s URL is customized to your name, making it that much easier for colleagues and potential clients to find you.

Get Noticed… On LinkedIn.

GetNoticed PR Client By-lined in National Publication

Congrats to client Tom Jackson of Veale Outdoor Advertising, who recently published a featured article in the May-June 2016 issue of Vineyard & Winery Management, a national publication. By-lined articles like these are a huge hit and show off strengths while establishing you as an expert.

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Here, Tom writes about year-round marketing. Take a look at the full article here. What do YOU have to say about your field? Talk with us anytime about how to get recognition as an expert within your industry.

GetNoticedPR Principal In the News

I am so excited to be included in this group of women! Check out the content below:

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The May issue of NorthBayBiz Magazine focus is on successful and influential North Bay women, and we found so many more than we were able to include in our features. This further sampling of women having an impact on their North Bay communities asked the questions:
• What advice do you have for someone who wants to follow in your professional footsteps?
• What would you like your professional legacy to be?

Profile – Jenny Kaplan
Principal
GetNoticedPR, Santa Rosa

Advice: Find yourself an internship. Not only will you learn which aspects of PR you want to focus on, but you’ll meet incredible connections to last throughout your career. If you can find a mentor, the benefits will blow you away. I was lucky enough to work with a PR guru who generously shared her knowledge and advice and supported me as I came up in the ranks. It made me the fearless PR advocate I am today. Seek out positions where you can fully familiarize yourself with the many facets of the world of PR. There are so many different ways to shine in this industry—it’s highly valuable to see exactly which pieces fit your special talents. I’d say dream big and go for your perfect life’s work. Staying true to yourself and your passions truly does equal a successful business life.

Legacy: My job is about putting others in the spotlight, so it’s not about me. My success is measured in the fame and fortune I make possible for my clients, so I guess you could say I want my legacy to be one of great success stories about great people. Beyond that, I’d like to shift the public perception of PR from that of “spin doctor” to one of “great storyteller,” because that’s what we really do.

Read the article live here:  http://www.northbaybiz.com/Monthly_Features/Work_Life/May_2016_People_Women_in_Business.php

Making the Most of Your LinkedIn Profile

If you’ve read my first two installments of Why LinkedIn them you already know why you NEED LinkedIn. Not read them yet? Click Here for the first and Here for the second.

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But LinkedIn is a vital tool for your personal—and professional—brand.

Here are some secrets to making your profile stand OUT among the others.Your profile as your “pitch” about you and your brand to your public.

Focus on your buyer’s goals and how you are integral in helping your client reach them:

· Your Headline should be announcing who you help, and how you help them.

· Your Picture should be professional, but not too formal. Make sure it’s current, hi-res, and would make someone trust you with their business. Including a picture on your profile is NOT optional!

· Your Contact Info needs to be thorough and up to date. Include your email address, phone number, Twitter handle, blog, and company website to make it easy for prospective clients to get in touch.

· Your LinkedIn URL should be customized to look like www.linkedin.com/in/yournamehere to make it easily searchable. Include a middle initial or number if your name is common.

· Connections should number at least 500. Look to quantity and quality. Send customized invitations to anyone you’ve interacted with, and if you’re requesting someone you’ve never met, make sure to personalize the invitation with your relevant reason for reaching out to them.

· Your Summary should be roughly three paragraphs with three (or fewer!) sentences each. Include keywords your buyers may be searching for.
First Paragraph: Reiterate your statement from your headline.
Second Paragraph: Get specific about your work, what projects you’ve been involved in, results you are responsible for, companies you’ve worked with, and how you achieve the mission statement from your headline.
Third Paragraph: Include a call to action that makes it clear why and how a buyer should get in touch.

· Display 2-4 pieces of visual content in your summary; stick to eye-catching pieces that will be helpful to your buyer.

· Write Your Experience Section with your buyer in mind, and keep in mind what they will be looking for. List professional positions, titles, and include a brief summary of your role at each job, including 3-5 major duties. Keep the focus on the results you helped your clients achieve, and your methods to do so.

· List Honors and Awards you’ve won with a short explanation and description.

· Include Publications you are part of; blogs, articles published on 3rd-party sites, etc…

·Education: In addition to formal degrees, include any relevant online courses or certifications you’ve completed.

· Join Groups that your buyers are in, and participate!

· Request Recommendations thoughtfully. Wait until you’ve worked with someone for six months before making a request, and think of asking clients to share their positive experiences in addition to colleagues and bosses.

Once you’ve got your profile whipped into shape, you will definitely take LinkedIn by storm and impress potential clients!

SRJC “Malala” Book Project Gets More Big Press

This is the third media hit we’ve garnered for this project; a huge example of press begetting more press! Each time the Press Democrat wrote about this, they were interested in even more, so we’ve kept them in the loop and they’ve been reporting about the project at each stage for us.

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SRJC ESL students were inspired by Malala – they wrote personal letters to her about their own experiences relating to her struggle, and then combined them into a self-published book. The results were incredible. This most recent piece ran on the cover of the Press Democrat’s Sonoma Section and features interviews with the students, plus a live video interview shot by the PD of some the student writers. Book project events culminated with a reading at local bookstore Copperfield’s this week and the article drew a huge crowd to the event.

Getting Started on LinkedIn – No Fear!

By now, you must realize how important creating and maintaining a presence on LinkedIn is; if you don’t know why…see my first IN post.

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I know social media can seem like a thankless chore but this IS different. In today’s fast-paced, connection-driven world, you cannot afford to ignore the importance of LinkedIn. Believe me – the rewards will surprise you. Not only does LinkedIn provide you with invaluable professional connections, it’s a great resource for staying on top of what’s important in your industry. So, to get started:

  • Come up with a scheduled set of key tasks to do
  • Each day/each week – pick from below.
  • Schedule it! Write down when and which taks you’ll do to stay on top of it with a minimal time investment.

Daily: 

  • Check all of your updates and responding as appropriate; look at notifications, connection requests, and messages.
  • Pay some attention to activity in your news feed. Comment, like, and share others’ posts; be an active participant!
  • Share any recent news from your company, and browse through LinkedIn Pulse to stay current on news within your industry.

Several Times a Week: 

  • Think about quality “shares” with your network as updates. Make sure it’s something others will find helpful. This can be an article, a relevant quote, or a new insight into your industry. Make sure everything you post is professional.
  • Check out what LinkedIn Influencers are up to on a regular basis via LinkedIn Pulse.  Share anything you find that you think your connections could benefit from!

Weekly: 

  • Connect with any new professional acquaintances—you should aim for at least 500 connections – to start J
  • Connect with your customers and prospective-customers’ companies as well. Take the time to edit your groups: find new groups to join, and weed out the ones that are inactive or irrelevant.

Occasionally: 

  • Go through your profile from time to time and add any new skills or qualifications you’ve acquired.
  • Endorse skills in trusted colleagues, and requesting endorsements when appropriate. Be conservative with endorsements; endorsing the wrong people, or asking for endorsements from too many people, can come across as unprofessional.

Sounds overwhelming? Don’t despair! Pick one or two things a day or week and soon it will become a part of your routine, and before you know it, you’ll be a LinkedIn pro!

My secret? I have the LinkedIn App loaded on my phone and preform all of these tasks while waiting in lines, or for appointments, or when I need a little diversion from whatever else is in front of me at the moment!

Keep your eyes peeled for a third blog in my LinkedIn series to help you whip your profile into shape!

Go Get Noticed!

Got Linked In?

Why LinkedIn is the Social Media Platform you NEED to be on!

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Despite having been around for thirteen years, there are still many people who don’t use LinkedIn. I hear lots of people shrug it off with the assumption that it’s just for those trying to find a job. However, LinkedIn has quickly become the single most important social media platform for all professionals, no matter what business you’re in. Even if you’re not currently looking for a new position, LinkedIn will help you connect with clients, establish yourself as a competent and capable authority, and stay on top of what’s happening within your field.

LinkedIn isn’t only the world’s largest professional network—it boasts more than 330 million users—it is also the fastest growing. While it’s easy to glance at a LinkedIn profile and see it as nothing more than a glorified digital resume, LinkedIn functions as an invaluable business tool, and a fantastic way to connect with professionals you wouldn’t otherwise have the opportunity to interact with.  It’s a fantastic way to propel your career to the next level, boost your business and build your own personal BRAND as it were. Believe it or not YOU are indeed a brand!

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Whether you are self-employed or work for a large company, participating in LinkedIn will keep you at the top of your game. LinkedIn boasts features such as professional groups, LinkedIn Pulse—a way to see what Influencers in your field are doing—and plays host to a number of top-quality articles from professionals sharing their best tips and advice. It’s also a great place to connect with other professionals whose expertise can help you, and whose connections can further your career.

LinkedIn isn’t just useful for advancing your expertise; it’s a great way to show potential clients what you do, and why you’re the best choice. Your colleagues and clients can publicly endorse you, and you can demonstrate key achievements within your field, prominent projects you’ve been involved with, and special skills that give you an edge over the competition.

In today’s market, being an active LinkedIn participant is downright necessary to professional success. It’s also a user-friendly platform, so don’t be afraid to jump in and get your feet wet. Just remember to keep all of your photos and posts professional, and start taking advantage of the benefits LinkedIn can offer you.

Client Coverage- Genty Photography in San Francisco Chronicle

We love getting this kind of press – our talented client, Christophe Genty Photography, was just featured on the cover and in a two-piece spread in the Style section of the San Francisco Chronicle the coverage includes an online spread at SF Gate.com of the story with 15 additional images from this gorgeous Sonoma County Wedding.

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 To view the article online, click here. To see a PDF of the article, click here.

To see more client press, see our Results page.

 Get noticed!