Archive for the 'Running a Strong & Efficient Business' Category

Weather Emergency? Tips on Running Your Business Offline

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I wrote this blog post four years ago when Hurricane Sandy was upon us. Now we have a new one coming our way: Matthew. So I figured this was the perfect time to re-post this!


Our offices are right in the cross-hairs of Hurricane Sandy. Here are some tips for running your office “offline” in case you lose electric or access to the internet, from all my wonderful Facebook Friends!


Karyn Greenstreet First tip would be: Contact clients and students to tell them the office might be closed.


Suzanne Hiscock This is a preventative tip:  Don’t skimp on webhosting/servers if you have an online business.


Shannon Cherry Power up everything you can before hand. If you have my-fi, know how to use it. Power up meaning- fully charge!


Maureen Flatley Back up batteries, camp stove for coffee, battery operated lanterns, drinking water, lots of simple snacks…….this is our approach.


Suzanne Hiscock Another prepare ahead tip:  get a hand-crank phone charger.


Christine Clifton be aware of what you access ‘in the cloud’ and take steps to backup files/data on your hard drive/a toast drive – so you can work ‘offline’


Suzanne Hiscock Oh, and make backups of your entire site if your website is hosted in the storm’s path.


Karyn Greenstreet Print out important files, so you can work offline even if your computer isn’t available. Include all important email addresses and phone numbers.


Maureen Flatley Internet based email has been a godsend too.  We live on the water, north of Boston and have a lot of flooding and power outages.  You can’t plan for everything but there are some basics.  When we have lost power for more than 24 hours and couldn’t access our technology it reminded us that you can’t completely eschew paper records and that we lived for years w/ out email or texting.


Christine Clifton set an out of office message on your cell/email, letting people know what’s going on and you may be offline.


Maureen Flatley I put all of my important documents into email so I can access them from anywhere for any reason.  So if I’m in midstream w/ something – which I am today – I can get to it if I decamp to another location.


Karyn Greenstreet That reminds me, Maureen…I use Evernote for the same purpose. I have Evernote on everthing so that no matter where I am, and what machine I’m using, I have everything at my fingertips.


Donna Soffen take care of any (in this case) end of the month autoship changes or additions before you lose power. and contact anyone in your upline/downline that isnt in the storms potential path & ask them to help take care of any customers/new recruits that might enroll or purchase from your site that they can see from their backoffice- on your behalf.


Karyn Greenstreet Another tip: get a blank journal. If your power is out for 5 days (like ours was last year), there’s nothing so scrumptious as writing “by hand” again.  🙂:)


Kathy Milici Have plenty of chocolate on hand! 🙂:)


Angie Robinson Keep a list of your nearest Starbucks – coffee, outlets, and wi-fi


Karyn Greenstreet Good idea, Angie, and Panera Bread has wifi and outlets, too … as does our local library.


Marlene Hielema Pen and lined paper to write with so that if your computer runs out of battery power, you can still jot stuff down. Books to read. Deck of cards to play manual solitaire. Scrabble game.


Karyn Greenstreet Another tip: backup all your files, preferably to an online backup service like Mozy, Carbonite or iDrive. That way you can access everything from a new computer, if yours gets damaged in the storm.


Sherice Jacob Invest in a UPS in case the power goes out, you’ll have a few minutes to save everything.


Carole Sevilla Brown I’m with Sherice. My power back-up gives me about an hour and a half reserve power. This is a good reminder that it would be a good thing to have a few evergreen posts in reserve for times like this. And I’ve got lots of batteries for my digital voice recorder because I do a lot of “writing” that way.


Lisa Wood have a car charger on hand to charge your phone, plus an adapter to charge other electronics


C.J. Hayden Give your clients and team members a backup email to reach you in case your usual one goes down. Has happened to me more than once with natural disasters and regional power outages.


Terri McMahon Zwierzynski Thanks for reminding me to backup my website (every Monday!) Honestly, I’d find it hard to focus on work, with kids and dogs and the whole differentness of the situation. So I’d go with a good book, candles/lanterns, a deck of cards and a few boardgames.


C.J. Hayden Oh, and if your phone service is a landline, make sure you have an old-fashioned handset that requires no power to operate. You may keep phone service but lose power. Happened to us in the ’89 San Francisco quake.


Would YOU add anything to this list?

4 comments for now

Category: Running a Strong & Efficient Business

9 Must-Have Items to Put in Your Welcome Email

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Think of a new customer or a new person to your email list as a guest in your home. How will you make them feel welcomed and appreciated?

Your first email to them, your “Welcome” email, can begin that relationship, and turn a one-way conversation into a conversation that goes both ways between your business and your customer. Make it count.

Over the past several years, people have become accustomed to building personal relationships with a business via email. They reject companies and service providers where they don’t feel they’re being honored.

Send the first email out automatically, within a few minutes after a person subscribes and opts-in to your email list. It can be one email, or a series of emails, triggered by a person joining your list.

What a Welcome Email will do for you

A well-crafted welcome email – whether it’s confirming a person’s subscription or offering immediate access to your content – can build trust and a rapport with your audience. It sets the tone of future communication, starts a conversation, helps reinforce your brand and message and acknowledges how important they are to you.

Consider it your calling card; it’s your one opportunity to knock their socks off with meaningful content that solves their problems or answers their questions. You want them to open future emails from you.

Be warm, professional, helpful – and human.

Some tips on what you should put in your first email

  • Welcome them to your community. Remind them how they got on your list – did they sign up for a free offer, did they make a purchase from your online store, or did they hear you speak or teach somewhere?
  • Thank them. Acknowledge that you’re grateful they chose your content, or for their purchase.
  • Talk to them about what they’ve signed up for. What kind of content can they expect? If they bought something from you, let them know how to access that item or when they can expect to get it.
  • Give them more than they expected. Offer links to important and helpful content on your website, or links to audio files, documents or webinar and video content.
  • Tell them how often they can expect your emails. You should be sending email newsletters at least once a month, but once a week is better. Whatever you choose, be consistent.
  • Provide them with links to your social media accounts as another way to connect.
  • Answer frequently asked questions. Are there questions that pop up all the time which a list of FAQs could answer quickly?
  • Continue the conversation. If you promised something in return for their signing up, make sure they got it. Follow up with a survey asking them wha they think about your product or service. Remember: Even if it’s free, they’re still a customer. They’re consuming your content.
  • Tell them how to unsubscribe. It’s important that you give clear instructions on how to get off your list.

Doubling down with a double opt-in

Sometimes asking people to confirm their email address – known as a “double opt-in” – will be your first electronic correspondence with a customer. By asking people to double opt-in, you’re ensuring a quality list of real email addresses. The double opt-in is meant to get people to click on a link to confirm their email address. Some people don’t do this right away – or they don’t do this at all – so you might have to send a reminder. You can also check the list of people who signed up but didn’t confirm their subscription to check for obvious misspellings in their email addresses.

I’d love to hear from you

Are you sending out Welcome emails? Do you add anything to them aside from the 9 items listed above? Do you send them automatically or manually? Share your story, comments and questions in the Comments area below. 🙂

19 comments for now

Category: Internet & Social Media Marketing, Marketing, Running a Strong & Efficient Business

28 Ways to Say No

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Would you babysit my pet tarantula next week? No.

Is it okay if I bring my twelve cousins to your birthday party? No.

Can we extend our contract for six months but not increase the price? No.

Sometimes saying No is easy!

Finding the right words to say No can trip us up. And without the right words, we sometimes say Yes when we don’t mean it, causing stress, frustration and bad feelings.

In one of my mastermind groups, we brainstormed a lot of ways to say No, depending on the given circumstances and what type of No we wanted to give.

Here are 28 ways to say No. While these are business-related, you can modify them for personal use as well:

When No means: No

  1. I can’t take on your project at this time
  2. I’m not accepting any new clients
  3. I’m not comfortable doing what you’re asking
  4. I’m not willing to do what you’re asking
  5. I’m not the right person for the job
  6. I have other commitments that prevent me from doing this
  7. We have a policy in our business that we don’t do that
  8. My schedule is so busy and I’m committed to work/life balance
  9. Right now my priority is X and everything else I’m declining
  10. I’m not able to take on that type of responsibility
  11. Our original agreement was for X; I’m not willing to change that agreement mid-stream
  12. I have an appointment that I can’t reschedule
  13. I want to spend more time doing (fill in the blank)
  14. I don’t enjoy that work
  15. My decision is final
  16. I won’t go

When No means: I can’t do X, but I can offer Y instead

  1. I’m not comfortable doing X, but I’m available to do Y within certain parameters
  2. I’m not really qualified to do this work, but I can recommend an excellent person who might be able to help you
  3. I’d rather work on Y
  4. I’d rather do it this way than the way you are suggesting
  5. I can’t do this myself, but I can ask my assistant to do it for you as long as it only takes 30 minutes like you promised
  6. That’s too little money for this type of work, how about Y?

When No means: I can’t do it now, but I can do it later

  1. I’m not accepting any new clients until September
  2. Can we schedule this for next week instead?
  3. I’m booked solid for August
  4. This Wednesday is really bad for me
  5. I don’t work on Fridays
  6. I need to leave work by 5:00

And, of course, there’s the always-useful, plain old fashioned No. As in, Just Say No. Without preamble, without excuses, without guilt.

7 comments for now

Category: Running a Strong & Efficient Business

Lurker Alert: The Art of Audience, Student and Mastermind Group Engagement

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Who are those people who attend your mastermind group or class but never talk (or who friend you on Facebook or Twitter, but never respond)? And how do you get them talking?

Back in the mid-90s when I first went online via CompuServe (remember those days??), we noticed that for every 1 person who was interacting in the message forum, another 10 were logging on and reading the message threads, but never interacting. Back then, we called them “lurkers” — people who didn’t participate actively in discussions.

Fast forward 20 years, and we find that Lurker Ratio of 10:1 still exists – in online message forums, in my video classes and webinars, in mastermind groups, and any other place where groups of people congregate offline and online.

In some places, especially Facebook, LinkedIn, Twitter, and other online social media forums, the lurker ratio is closer to 100:1 — for every 1 person who participates, there are 100 people just reading and absorbing the conversation.

There are a number of reasons why people don’t comment on Facebook or blogs: too busy, nothing to add, feeling shy. That’s what the “Like” button is for on Facebook: if you don’t want to leave a comment but you want to still let the folks know that you’re interested, you click the Like button.

Jakob Nielsen calls it Participation Inequality. I see it most often with “virtual” groups of people who meet online or through teleconference or video conference meetings.

But here is what I think is most important:

We ALL have something to add to a conversation — our feelings, our experiences, our knowledge, our questions. What comes from within counts for a lot with me. I love when people leave comments on my blog and when they interact in my classes.

And let’s face it: the whole point of a mastermind group is to brainstorm together, right? Conversation brings value.

In your business, you want to build connections and relationships with your customers, students, group members, and your entire audience. Being aware of the lurker ratio when you’re using social media for marketing — as well as in your classes, groups and online message forums — will help you gauge the quality of your connections and relationships.

For all types of classes and mastermind groups, here are some guidelines:

  1. In live, in-person classes and mastermind groups, the lurker ratio is much better. There’s something about being face-to-face in a sharing environment (especially with a good teacher or mastermind group Facilitator) that brings people out of their shells and encourages them to participate. In my live classes and groups, I’d say that for every 100 people who attend, 30-40 will be lurkers.
  2. The larger the group, the larger the lurker ratio. Social psychologists call this phenomenon social loafing.
  3. The longer the event, class or program, the lower the lurker ratio. (Sometimes it takes while to get people warmed up.)
  4. If you want high participation in your classes and mastermind groups, you have to build in interaction into your plan. Don’t wing it: plan it. Design discussion-starter questions that get the group talking within the first five minutes of every meeting.
  5. Pay attention to those who don’t ask questions or make comments. Call on them by name, or say, “Let’s hear from someone who hasn’t commented yet.”
  6. If your class or mastermind group includes an online message forum, set some rules. For instance, in some of my classes I’ve set this rule: each week all students must post one new message and reply to two messages that someone else has posted.

For social media engagement:

  1. Studies show that you get 65% more engagement if you post before noon, as compared to afternoons and evenings. My experience confirms this with my audience: they’re much more active in the morning on social media.
  2. Don’t just post thoughts, ask questions, too. Instead of simply saying, “Hard work yields results,” consider adding a question to that statement, like, “Do you find this to be true for yourself?” Invite responses and comments.
  3. Comment on other people’s posts. It’s a two-way street. If all you do is post your own articles and thoughts, but never respond to someone else’s blog posts and Facebook posts, why should they communicate with you? It’s all about building relationships.
  4. Engagement isn’t just commenting. Make sure you put links in your blog posts to other blog posts that are related. When someone reads a blog post and clicks on a link, that’s engagement, too.
  5. Respond back. When someone responds to your blog post or social media post, respond back and acknowledge it. They need to know you heard them.
  6. Let them see you. Too many small business owners hide behind their content. They post links to articles on Facebook and Twitter, but they never share any of their own story. I don’t mean those “I used to live in a box but now I live in a mansion” stories…I mean everyday stories about what you’re doing, what you’re thinking, what you’re reading or watching, and even what you’re eating. Give them a window into your personal life. Yes, you can keep most of your personal life as private as you like — telling them you made Chickpea Burgers for lunch isn’t an invasion of privacy, it just plain fun! 🙂

If your lurker ratio is still 100:1, take heart — it still means that for every one person who responds to your post, 100 are reading what you write!

These are just a few of the tips to get people to join the discussion. I’m sure you have your favorite ways of getting your audience involved, yes? I’d love to hear your stories and thoughts!

P.S. If you’re a lurker, I’d love to hear from you. C’mon, fess up. Just one comment and you’ll be an official EX-lurker!  🙂


41 comments for now

Category: Creating, Marketing & Teaching Classes, Internet & Social Media Marketing, Running a Strong & Efficient Business, Start and Run a Mastermind Group

Is the Problem Traffic or Copywriting?

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I recently worked with a client who has a beautiful website. The graphics, layout and branding are perfect. So why wasn’t she getting more sales?

The first thing we needed to do was some detective work.

Why? Because we don’t know if her problem is that she’s not getting enough traffic to her website or if the problem is that the visitors aren’t converting because of poor copywriting, website design, etc.

Here’s How to be a Website Marketing Detective

First, you must have access to your website statistics. I always recommend that you have Google Analytics installed on your website. The statistics that come with your standard website hosting package are probably not strong enough to help you do the detective work.

Second, you have to know how to find, read and interpret those statistics.

This is just about the time that most people’s eyes glaze over, so let me short-cut the process for you and make it simple.

How Many Visitors Are You Getting Per Month?

In Google Analytics, look at the menu on the left side of the page. Find the section called “Audience” and open the menu, and then click on “Overview.”

How many visitors are you getting to your website? Is there an upward trend?

What I have discovered is that the concrete, exact numbers don’t matter as much as the direction they’re going.

Look at your visitor numbers over the course of several months. If the number of visitors is trending upwards, then you’re doing a good job with driving traffic to your site.

Also note that in some months, the visitor count may be down. Sometimes it’s because you’re not doing your marketing properly or consistently that month, and sometimes it’s because it’s a month when your audience traditionally is away from their computers or distracted with other things, like summertime months and big holidays months. So don’t make assumptions about your visitor traffic; get to know your audience and know when they’re most likely to be paying attention to your website and when they’re likely way on vacation or holidays.

Recent studies show that 79% of visitors who come to your website are not ready to buy. If you’re not getting enough traffic to your website, you won’t have enough people interested in buying from you.

Which Pages Are the Most Popular?

Now it’s time to figure out if your visitors are looking at the website pages you want them to look at.

Go back to the left-hand menu in Google Analytics and find the section called “Behavior.” Within that section, there is an area called “Site Content” which gives you information about how visitors are using your website. Go to the “All Pages” sub-area under “Site Content.”

Which pages are viewed most often? You can find this on the chart on the right-side of your screen once you select “All Pages.” (See example chart below.)

The two key statistics to review are:

How many Unique Page Views does each page get? You will see two numbers: Page Views and Unique Page Views. Why are there two numbers? Because Google Analytics counts every time the page if viewed, even if one visitor views the page two or three times. So in the example chart, you can see the What Is  a Mastermind Group page got viewed 9,015 times, but only 8,034 unique views. This means (roughly) that 981 people viewed the page twice. Unique Views gives you a more realistic guide to how many unique visitors viewed the page and is a more reliable number to watch.

How long are they staying on the page? In the same example, the average visitor viewed the What Is a Mastermind Group page for 3 minutes and 45 seconds. Why do we care? Because if it takes a visitor 3 minutes to read a page, and the average visitor is only on that page for 1 minute, it means they’re not reading your text! Here’s how you can tell how long it should take someone to read your page: Set a stop watch and read the page out loud to yourself, slowly. Because you’re used to seeing this text, you’re likely to skip over words and sentences. By reading it out loud, you are forcing your brain to re-see all the text.

What Results Are You Getting?

So now you know how many visitors are coming to your website, and which pages they’re viewing once they get there. Now look at your actual results.

  • How many sales are you making?
  • How many prospects are calling you to ask about your services?
  • Are they buying your products, classes and groups directly from your website?

Conversion Ratios

Let me give you a concrete example. In my client’s case, she got 113 people to visit her services page in the past month. She got three phone calls after people visited her website. Her conversion rate is 2.6% (3 divided by 113). Average website conversation rates are around 1%, so that means that her website copy is converting prospective clients into paying clients.

Because of this data we can conclude:

Her problem isn’t that she needs to re-write her website copy or design. Her problem is that she needs to drive more traffic to her website.

Conclusions for You

How can you know if you have a problem with driving traffic to your website, or if your problem is that your copywriting needs work? Do the math above.

  • If your conversion rate is less than 1%, then you need help with your copywriting or website design.
  • If people don’t stay on your pages long enough to read them, you need help with your copywriting or website design.
  • If the number of visitors you’re getting to your website is low, or if the trend is not on the rise, you need help with driving traffic to your website.

Note that if you’re driving traffic to your website through email marketing or social media marketing, and your audience is a devoted following, you conversation rates should be much higher than 1%.

Now that you know how to read these basic statistics on Google Analytics, you can take control of your marketing and make changes for the better!

Was This Helpful?

I know that statistics can be daunting. If this was helpful to you and you’d like me to show you more (simple) ways to get important data from Google Analytics and interpret it for your small business, please let me know in the comments section below. I love statistics because they let me play marketing detective and figure out what’s true in my business — and that’s how my business remains successful! I’m happy to write more blog posts like this if you want this type of information. 🙂

19 comments for now

Category: Internet & Social Media Marketing, Running a Strong & Efficient Business, Website Planning
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Small Business Fear, Success, and Daily Rituals

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What makes one small business owner more successful than another? Trust me, it’s not lack of fear.

We’re all afraid of failing, of our offer being rejected, of making a complete flop of a project, of screwing up a business relationship.

What’s the difference between entrepreneurs who are successful and those who aren’t? Successful entrepreneurs have an even bigger fear: fear of what their life will look like if they don’t pursue their dreams.

They aren’t willing to settle for the way things are now. They don’t sit around hoping things will change. They take action. They go out and try things.

They can’t stand the idea of missing out on the big win, or how they will feel about themselves if they don’t put their total focus, emotion and effort into creating the life they want.

Successful entrepreneurs love to feel progress; they like to move forward towards their goals. They don’t wait until they’ve hit rock bottom and are so desperate that they’re finally motivated enough to do something about their situation. Instead, they create clarity about what they truly want and then they take action each day.

Six things successful small business owners do daily:

  1. Constantly ask, “What’s next for my business?”
  2. Understand your motivations and why you want your goals.
  3. Choose one thing each day to focus on and accomplish, even if you only have 15 minutes a day to work on that one thing. Daily momentum is what creates success, not the huge once-a-year breakthroughs.
  4. Only work on projects and goals that you’re passionate about and will lead you to your ultimate goal.
  5. Know that if you follow a set of steps that you’ve outlined for your business or project, that you will achieve your goals. It goes beyond merely “believing” that these steps will create the outcome you want; you know they will at a gut level.
  6. Trust yourself and be willing to make mistakes and try new things. What you’ve done previously had a certain result. Doing that same thing again will simply get the same results. So trying new things is the only way to break out of the pattern of getting the same results over and over again.

Five morning rituals of small business success

Most successful small business owner I know have a quirky morning routine that goes something like this:

  1. Every morning, map out in your mind what you’re going to do that day. Imagine it before it becomes a reality so you can repeatedly “practice” these steps to success. Imagine what the results will look like and feel like once you’ve achieved your goals.
  2. Imagine what “a little further” feels like and enjoy playing this imagination game with yourself.
  3. Tell yourself emphatically, “THIS is how it’s going to be.” This keeps you fresh and motivated, and changes your limiting beliefs into empowering beliefs. If you see the results in the advance, you condition your mind to know what’s possible.
  4. If you can’t envision what a future success looks like, spend time remembering what past successes look and feel like, reminding yourself that you’ve been successful before and you can do so again.
  5. Don’t just do it once, or even once-in-a-while…envision your success every day. (Twice a day, if you need to!)

You can let disappointment kill your dreams — or you can take disappointment and let it drive you towards success.

People who are fearful of getting hurt, rejected or disappointed never even attempt to reach for their dreams. But successful entrepreneurs know that hurt, rejection and disappointment are part of life. They don’t try to avoid them, they use those feelings to propel them forward.

5 comments for now

Category: Business Strategy & Planning, Running a Strong & Efficient Business

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