Social Media

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5 07, 2016

How to Thank People so it Really Matters

By |2017-03-03T12:06:48-05:00July 5th, 2016|Categories: Blog, Building a Brand|Tags: , , , , , , , , |Comments Off on How to Thank People so it Really Matters

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Children thanking the bus driver for being so nice.

Children thanking the bus driver for being so nice.

In May 2016, I received a call from Rochelle M. Howard, Deputy Director of the District of Columbia Office of Police Complaints. Prior to her phone call, I had no idea who she was or what her agency did.

Her request was a quote on 30 tests from the BEST Inventory, Communication Tests. These are short inventories, simple to administer and based on William M. Marston’s, Ned Herrmann’s, and James Brewer’s work measuring the dominant patterns of behavior in individuals.I have used them over the years.

I was flabbergasted and asked how she found me. She said that the owners of BEST Instruments had referred me. How super I thought. All of those conversations I had with the owner had given me something I never though about–a customer. I liked the owner very much and spent considerable time on learning how to administer and interpret the tests as well as just chatting. It actually never occurred to me that she might be in a position to refer me or my work.


Remember to thank people is a very important skill. Social media makes it possible to ‘like’ organizations and businesses that are important to us as well. Although people appreciate a business like, it is still very impersonal. If you do like a page, write a personal note about why you like the page–that will help.  Her are a few more ideas for ‘upping’ your like quotient.


  1. Get to know your suppliers and people that are in a position to refer your business. Remember they have other customers who reach out to them and may ask for help. You might be the person to supply this help. If you get a referral don’t forget to thank them publically for their help and brag about their products.
  2. Don’t forget to get referrals from as many customers as possible. Some of your customers have more clout—don’t forget to us them. In this case I happened to have done volunteer communication testing for a high level government agency close to my home. They gave me a terrific testimonial that I know helped me get the job in Washington.
  3. Be as personal as possible. Thank people publicly and privately. A phone call for you can mean the difference, even if the favor doesn’t bring any immediate results. Just remembering to pass your name along to a potential customer, or bragging about you while sitting with a group of stranger’s matters. A third party endorsement is better than anything you can say about yourself.
  4. Get to know people who hire you; their likes and dislikes. If they like to cook or like a favorite dessert or tea, send it to them! The gifts don’t have to be expensive. You just need to go out of your way and give someone something special. If you’re a house guest send something wonderful to the host or bring something with you. It’s often easier after because you have a better idea about their likes.
  5. Keep a ‘gift notebook’ of people you want to thank. Sometimes we forget the most important people in our lives.
  6. Ask how you can help. If someone does something for you call and ask if there’s a way to repay the favor.
  7. Encourage people you know who do a good job. Everyone loves encouragement and few do it. Even big kids need encouragement.
  8. Social media is a good way to thank people but go beyond the like. Make a comment to them, send them a message and tell them thank you. Are you grateful? Say it if it’s so. It goes straight to the heart.
  9. Send an old fashion thank you note. They mean a great deal event in 2016. Don’t ask someone else to do it for you!
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21 10, 2013

Learning How To Sell Really Won’t Help You

By |2017-03-03T12:07:00-05:00October 21st, 2013|Categories: Blog, Sales|Tags: , , , , , , , |Comments Off on Learning How To Sell Really Won’t Help You

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You need to update your tool kit.

Selling used to be a game and the rules and suggestions were always the same, “Close  them” was the cry.

The problem is we don’t sell customers  anymore, they sell themselves.

They get much of their information on line; hopefully your company has a web site and social media to engage them.

You need content, content, content as my friend Shelia Carmody, Content Specialist from Guaranteed Press. According to Shelia, “The most challenging part of Internet Marketing is creating good, relevant, engaging content for your web page and all of your web communications.” Why not consider writing your own blog or have someone do it for you? You can buy content and post it yourself or have someone take charge of your blog. The key is to get others to read your content.

If you come from “the old school of sales” this is all new and most likely foreign to you. Since when do sales people have to write, don’t they just sell?

Since when do salespeople have to worry about internet marketing, don’t they just sell?

Well the new selling is all about this stuff; the more value you can add for your customers the more likely you are to get the customer to buy. (Notice I didn’t say “sell them.”)

As salespeople you were all taught about networking. Well networking hasn’t changed it’s just gotten easier and a little more complicated. You used to say I met Sally at the Chamber, now you say I met Sally at the Chamber, I joined one of her “meetups”, invited her to join me  on LinkedIn, friended her on Facebook, following her on Twitter and signed up for her blog! No that doesn’t make it more complicated, it makes it easier and really puts you in control. Look at all the options you have! The only way you could continue to connect was through the telephone.

This is selling in a different format. It puts some of the responsibility for getting sales on the salesperson.

What are you thinking about?

That’s a good thing right?

You don’t have to wait for the owner to run an ad, essentially you’re running your own ads by being out in the public.

As my mother would say, “It’s time to make a name for yourself little girl !”

Lisbeth helps business and individuals built loyal customers through customer service and social media marketing. To have her speak at one of your meetings, send her a text 518-495-5380. How’s that for a connection?

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28 04, 2013

Is There Such a Thing as Customer Service for Social Media?

By |2017-03-03T12:07:01-05:00April 28th, 2013|Categories: Blog, Social Media Marketing|Tags: , , , , , , |Comments Off on Is There Such a Thing as Customer Service for Social Media?

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Social media and customer service

Yes, Social Media is the ‘next hot thing’ for your company. However, like any other marketing strategy, it must be capable of bringing in customers, and you must be able to measure its effectiveness. Check out this Forbes article on social media and customer service.

Don’t get fooled into thinking that web traffic ‘likes and followers’ will bring you in customers.  Popularity and being liked is one thing, being trustworthy and believable is another thing. Both are at the base of bringing in customers. I’m talking about your ability to  influence someone’s decision-making process.  In order for a customer to want to buy from you, you must be trustworthy and believable. All of these things—web traffic, followers and likes to have nothing to do with your ability to build a connection to the customer.

Building connections falls within the realm of customer service. Knowing your customer also falls under customer service. If you don’t take care of your customers, Facebook will not save you.

Social media is not a panacea for your company. If you’re going to have an effective strategy, you must have one person who is focused on building your social media campaign.

The purpose of social media is not to send out advertisements. Its purpose is to provide a place for you to connect with the customer. Connecting and building relationships is a skill; if you’re not good at this is your brick and mortar role, it’s unlikely you will be effective at social media. This is why I tell business owners that anyone, including your 14-year-old nephew can build a Facebook page, but can he build a marketing strategy.  Your company must be presenting more than a page for people to connect with.

You need to tie your marketing and social media strategies together. Determine how you will integrate your social media  strategies and your landing pages. It can be a special offer that must be redeemed in 24 hours or something similar. Restaurants, including my personal favorite, Buca di Beppo, do this regularly.I received an offer for a free dessert on my birthday and the coupon had to be redeemed within one day.

Once you have an offer,  create a landing tied to the offer so you can tell how many people have  downloaded your coupon. This way, you’ll   know if anyone is taking you up on your offer. Isolating the effects of Facebook or Twitter, for example, on a landing page optimized for the audience your company has on these social-networking sites will quickly tell you if you are converting clicks to prospects.

Decide which social media strategies are best for your company and your goals. Twitter is quickly paced and provides a way to do direct messaging. Facebook’s fan pages are for companies that want to show their human side to the customer. If you’re a customer service based company, Facebook gives you a place to connect with your customers. It also works well for those who have a strong following. You will have to determine which one works best for you.

Google Analytics can get you real-time results of strategies using social media. Once you’ve decided which platform to use, it’s time to measure the results. Google Analytics is a free service that will measure your landing-page performance.

None of these strategies will be effective unless you  add content to your site. You must continue to write blogs, offer timely advice or anything that is valuable to your customer. Not sure what they want to hear, then ask them. Paying it forward has never been  more important.

Try various strategies to see if your campaigns are leading to conversions. Remember, connect with and talking with your customers is customer service. It’s important to know if what you’re doing to connect is making a difference.  If it doesn’t matter to the customer why bother to do it?


Lisbeth helps businesses build loyal relationships with their customers through social media marketing and customer service training. Her book, Red Hot Customer Service, can be purchased through her web site.


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14 01, 2013

What Place Does your Business have in the World of Social Media?

By |2017-03-03T12:07:02-05:00January 14th, 2013|Categories: Blog, Social Media Marketing|Tags: , , , , , , , |Comments Off on What Place Does your Business have in the World of Social Media?

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On line success with Greg Di Tisi

Although most business owners know the world of social media exists, there are still some hoping it will disappear. The number of naysayers are dwindling.

A recent  survey found that two thirds of small businesses are spending more time on social media today than they did a year ago. We’ve come a long way baby–no longer do smart businesses see social media as something they wish would go away. They are aware it’s here to stay and it’s no longer a fad.

If you choose to ignore it, do so at your own risk.

Several months ago a long-standing business asked me if I might help them build an event for the retirement of one of their business partners. They said they had money to spend but hoped I would be frugal, and maybe we could use social media. Of course, I took that to mean they had a social media presence. I goggled the business, came up with some unpleasant comments and found 37 friends on their Facebook page.

I  didn’t know where to start or what to say? It was obvious that no one was tending to their social media presence.

How do you do it?

Running advertisements is the old way to build customers. Yes, the customer has to know who you are, but they already know all about you. They read that nasty comment about you on a social media site. They also saw your commercial on television with your wife and dog and were quick to pick up the TV remote to get rid of you.  Whatever news they’re looking for is getting sent to an app. they downloaded on their smart phone.

Don’t be discouraged, the  new way to do it isn’t that far off from the old way. You still have to get yourself into the   marketplace and find a way to build a relationship with a potential customer.

Social media has made it easier, cheaper and personal. This is an interesting article about social media from Forbes.

What does social media do? Foster communication with new tools. Here’s some information on the tools.

The problem for many people is that social media involves them getting in front of the customer and connecting with people instead of showing  their products.  Yes, people want to know you.

It’s time for you to go back to some old-time marketing tips. Before newspapers and television, there was handshaking and ‘word of mouth.’ Handshaking still exists, but lots of it is done on line,  and ‘word of mouth’ has become ‘world of mouth.’ The social media model brings people together in open forums where they show their likes, dislikes and concerns. People support each other’s causes, and we quickly know who we like and don’t like.

Consumers also leave testimonials about their experiences; some are good, and some are bad.  If you pass their tests, you have the possibility of having them for a customer.

Where do you start? Here are some questions that will get you on the right track.

  • Who are my customers? Where have I been successful and who do I want more of? Has my customer base changed? What’s different about my customers?
  • Where are my customers? Where are they on line?
  • How do I get to them?
  • How do I keep them coming back and referring my business?

If you don’t know your customer, nothing will work. Once you know who you’re after social media can help you find them and stay connected.

Want to get business? Go get social.

Lisbeth Calandrino helps businesses improve their customer service and build loyal customers. She can be reached at redhotcustomerservice

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