Category Archives: Management

6 Things To Do With Emails

Posted on by Dave Mastovich

This is the first in a series of three posts based on content from presentations made to college seniors.

While preparing a speech for a group of college seniors, I focused on the importance of a lifelong thirst for knowledge and achieving positive, incremental change. The end result was a presentation with three key themes:

  •  Success, like beauty, should be in the eye of the beholder. You decide what you want to do, how you want to live and what you want to achieve.
  • Potential employers need to know what you are capable of and how you think. Use the Seinfeld PR Approach and tell your story. What you think is nothing can be interesting to others.
  • People will want you on their team if you are organized, efficient and get things done.

DM IUP ACME

For this post, here are some tips to improve your organizational skills.

6 Things To Do with Emails:

  1. Act–Act on it immediately.  If something can be done in less than 15 minutes, act on the task immediately and complete it.  Then, it’s done and off your ‘to do’ list.
  2. Tickle–If a task requires action within two weeks, place it in your ‘Tickle’ folder along with a due date. Your ‘Tickle’ folder should be reviewed two or three times each week with actions taken based on priority.
  3. To Do–If the item needs acted on within the next week and you can’t work on it immediately, put it in your ‘To Do’ folder.  This folder will contain multiple items  and  must be reviewed every day to stay on top of your main priority items.
  4. Delegate–Delegate or forward the email to someone. Provide specific timelines and action items for the person assigned the responsibility. Follow up as necessary on the progress.
  5. File–If it is important but not actionable immediately, create a folder and file it as soon as possible.  If you can’t file things quickly, at least file multiple items once a week.
  6. Delete–You need to get rid of emails if they are not relevant now or won’t be within six months.  Enjoy deleting. It should be a liberating experience.

The key is to touch the email once and then have a plan for it. Use these 6 Things To Do with Emails to become more productive and gain peace of mind.

But What If It Doesn’t Work?

Posted on by Dave Mastovich

When we have an idea, one of the first things we ask ourselves is “But what if it doesn’t work?”

How many times does this prevent us from trying something new? How often do we accept the status quo even though we think there has to be a better way?

It’s OK to consider what might happen if an idea doesn’t work as long as we ask two other important questions:

“What if it does work?”

“What do we stand to lose by sticking with the current way of doing things?”

We subconsciously fight change. Our self-doubt and negative inner thoughts prevent us from proposing or implementing new ideas. We avoid or ignore problems and make irrational rationalizations like “That’s not my responsibility.”

Whether you are a team member, middle manager or senior leader, you owe it to yourself and your organization to focus on creative solutions that improve your customer experience, operational processes and overall bottom line.

You have to do your part to foster an environment of creativity and innovation. Challenge assumptions. Offer solutions rather than just pointing out problems. Ask questions of peers, bosses, subordinates and customers. Actively listen and think about what you hear.

Try following the 5 W’s Technique used by journalists, police officers and market researchers.  Ask and answer: Who? What? Where? When? Why?

*Who do you want to reach and influence? Clearly define your target markets. Learn how they think. What makes them tick? Why do they say both “yes” and “no?”

*What are you selling? Not just the mission statement or website copy points. What are you really selling?

*Where do we have a competitive advantage? What makes us different? Why do they want and need us?

*When can we maximize our opportunities? When do they (your target audiences) want and need the solution?

*Why aren’t we making it happen?

Instead of convincing yourself a new idea might not work, ask the 5 W’s. The answers will lead to creative solutions that enhance your customer experience.

Better Listening Leads to Better Results

Posted on by Dave Mastovich

It seems like an organization exists for just about everything. My company belongs to the Society for Healthcare Strategy and the Mystery Shopping Providers Association. I’m part of the National Speakers Association. You can probably rattle off a few that are specific to your industry or area of expertise as well.

So I guess it makes sense there’s an International Listening Association. Their mission is to advance the practice, teaching and research of listening throughout the world.

I hear that.

But I just enjoy their statistics, gleaned from years of studying the good, the bad and the ugly of listening. Here are a few nuggets:

 

  • 85% of what we know we have learned by listening.
  • 75% of the time we are distracted, preoccupied or forgetful.
  • We only recall about 50% of what was said immediately after we listen to someone talk.
  • In total, just 20% of what we hear will be remembered.
  • Less than 2% of us have had formal education about listening.
  • People listen through one of four primary styles: people, time, action or content oriented. Females are more likely to be people-oriented and males are more likely to be time or action oriented.

Say what?

I’m thinking it means listening is vital to leading, managing, marketing and selling. Your personal productivity and your company’s success will be enhanced via betterlistening. With that in mind, here are…drum roll please…

10 Ways to Improve Your Listening

1.     Let the speaker finish their thoughts, don’t interrupt

2.     Keep an open mind, don’t judge

3.     Listen without planning what you are going to say next

4.     Give feedback

5.     Pay attention to the speakers posture and body
language

6.     Stay focused

7.     Show respect

8.     Take notes

9.     Make eye contact to keep the speaker at ease

10.   Put as much effort into listening as the speaker puts into talking

Better listening leads to better results. And you don’t even need to join an organization to improve…

Just listen.

Avoidance Is Not The Answer

Posted on by Dave Mastovich

Solutions to help you grow…

Which of the following applies to your company?

  1. An employee repeatedly misses deadlines or makes mistakes but doesn’t hear about it from the boss.
  2. A co-worker has ‘protected status’ and can pretty much do things how and when they want.
  3. A manager is blatantly incompetent but somehow survives again and again.
  4. All of the above.

Unfortunately, many people will probably answer ‘All of the above.’

Why?

The avoidance approach to problem solving has become an accepted practice.

Workplace conflicts and problems are inevitable and often result from some combination of unclear expectations, poor communication, lack of clear authority and differing attitudes and skill sets of workers.

Subscribing to the ‘If I ignore it, maybe it will go away’ philosophy doesn’t solve anything and can actually lead to more problems. 

As painful as it might seem, addressing an issue or conflict directly will reduce stress for you and others.

You could start by clearly defining the problem (and making sure you are not part of it). Try to understand the ‘whys’ behind the problem and the people involved. Develop some creative potential solutions other than everyone else being fired except you. Then, discuss the situation and your ideas openly without making any personal attacks or assailing anyone’s character.

If your boss is part of the problem or allowing it to occur, you still need to take the time to assess the situation. Ask your boss for some time to discuss an idea you have that you think can help the team. Present your ideas and potential solutions and ask for feedback to learn what he or she thinks.

At the least, you put the subject out there and make sure poor communication is no longer the issue. If you can start an open dialogue about the problem, you and others can begin working towards a solution. You might not totally agree with the end result.

But, one thing is for sure, avoidance is not the answer.

David M. Mastovich, MBA, is the president of Massolutions, a Pittsburgh based Integrated Marketing firm that focuses on improving the bottom line for client companies through creative marketing, selling, messaging and customer experience enhancement.

Light Reading Archives

Get Where You Want To Go!

Creativity and Innovation Lead to More Sales

Posted on by Dave Mastovich

Solutions to help you grow…

In today’s hyper competitive environment, your organization has to relentlessly pursue innovation. Creativity can lead to new ideas that become competitive advantages.

It’s also no longer enough for Sales, PR and Communications to tell your company’s story. Employees throughout the organization need to become de facto members of your Integrated Marketing team.

How do you create an environment of creativity and innovation?

Ask and answer these three questions:

  1. Who are we trying to reach and influence? Clearly define and drill down your target markets and communicate to everyone in your organization about these segmented groups. How do they think? What moves them? Why do they say ‘Yes’ to your company? What makes them say ‘No?’ Explain your target markets in detail to your entire organization so everyone knows the specifics.
  2. What are we really selling? Seattle’s Pike Place Fish Market isn’t just selling fish. We can buy fish at thousands of places and barely remember doing so. Pike Place is selling the experience just like Starbucks and Apple. Today’s marketplace is driven by our experiences. Asking ‘What are we really selling?’ and tailoring your message to that experience can increase sales and enhance your brand.
  3. How can we tweak our offerings to better meet our customer’s needs?
    Make gathering customer feedback part of your formal sales process. Have each salesperson ask their clients and prospects how to change and improve the company’s offerings with questions like: “What are the top three things you would change about our company?” “What’s the one thing we could do to make you happier?”

Coach your sales team on how to ask the questions and track the results. Respond to what customers and prospects say. Be willing to change, innovate and create something new. Tell customers and prospects what you learned and what you did about it. Then, make the ask and close the business.

David M. Mastovich, MBA, is the president of Massolutions, a Pittsburgh based Integrated Marketing firm that focuses on improving the bottom line for client companies through creative marketing, selling, messaging and customer experience enhancement.

I’m Too Busy

Posted on by Dave Mastovich

Solutions to help you grow…

The internet has certainly changed the pace of how we communicate, do business and live our lives. We have a multitude of choices at our disposal, faster communication tools and the opportunity to do more in less time.

Yet, many people are ‘stressed out’ and think they are too busy. I hear the phrase ‘I’m Too Busy’ so often that I’m considering revising the nineties one hit wonder, I’m Too Sexy by making it I’m Too Busy.

I’m too busy for your call, too busy for your call


Too busy by far

    

I’m too busy for your email
           

Too busy to return your email

If we’re too busy to return calls or respond to emails, we certainly do not have time for something as old and tired as the written thank you note, right?

Actually, no one is too busy to write a few lines on a card and drop it in the mail.

It is safe to say we all appreciate receiving a thank you note. We tend to remember the note and many people even save them. However, most people do not take the time or are not comfortable writing thank you notes.

If you want to make a real impression – express your gratitude in a memorable and personal way – the traditional written thank you note is still your best option. And, with minimal preparation, you can make the process smooth and easy.

Executives, business owners, sales people and anyone who works with others on a regular basis should have a supply of thank you cards that are blank on the inside. After that, all you need are stamps and a pen and you’re ready to go.

The next step is writing the note. Focus on what the recipient did and how it helped you. Write a few lines in the manner in which you speak. It’s more important to be you than to worry about any specific writing style or guidelines. Be genuine and be ready for the recipient to thank you for the thank you.

Now, I have to go. I’m too busy for this column.

David M. Mastovich, MBA, is the president of Massolutions, a Pittsburgh based Integrated Marketing firm that focuses on improving the bottom line for client companies through creative marketing, selling, messaging and customer experience enhancement.

If It Has To Be Your Idea, You’re Stunting Growth–Yours and Your Company’s

Posted on by Dave Mastovich


Sounds of Marketing
“Can’t Tell Me Nothing”, Graduation(2007) by Kanye West

La, la, la, la wait till I get my money right

Hearing this song makes me think of the beginning of the movie The Hangover. But forget that for a moment while we focus on our tendency to fight new ideas and how that impacts both our growth and that of our companies.

La, la, la, la then you can’t tell me nothing right 

It’s an understatement that change is difficult for anyone. As we gain experience and achieve more success, we struggle even more–consciously or subconsciously–with different perspectives. We begin to stick more with the decision making that brought us success.

I feel the pressure, under more scrutiny,
and what I do? Act more stupidly.

We push back on new ideas from peers, subordinates, people inside and outside the organization. It doesn’t matter who or where the ideas come from because the end result is the same.

Even my Momma couldn’t get through to me…

It’s probably a strange combination of hubris, insecurity and resistance to change. It takes courage and discipline to listen to new ideas from others.

Excuse me, was you saying something?
Uh, uh, you can’t tell me nothing

You might not even realize you are stifling creativity or ignoring potential opportunities. Maybe you really think yours is the best or only way. Regardless, your personal growth and that of your company is stunted.

Ha ha you can’t tell me nothing
Uh, uh, you can’t tell me nothing

You can change your ways or hope for the best in a challenging economy that requires everyone to relentlessly pursue innovation to survive.

Take a look at your decision making process. How have you been responding to differing opinions and fresh approaches? Open up to new ideas and creative strategies. The end result will be ongoing growth for you and your organization.

Watch the video here

Get Where You Want to Go!
Light Reading Archives

 

David M. Mastovich, MBA is President of MASSolutions, an integrated marketing firm focused on improving the bottom line for clients through creative selling, messaging and PR solutions. He’s also author of “Get Where You Want To Go: How to Achieve Personal and Professional Growth Through Marketing, Selling and Story Telling.” For more information, go to www.massolutions.biz.

Go Daddy Gets It Right After Crash

Posted on by Dave Mastovich

You’ve probably read or heard about how Go Daddy was attacked by hackers on Monday that brought down Go Daddy and the sites of its millions of customers. The web hosting service responded first by fixing things and getting customers back online. They then handled the media firestorm with transparency and timely responses. Now, the company has gone a step further. Check out the email we just received about our accounts:

 

Call us 24/7: 480-505-8877  |  Online: www.GoDaddy.com
Dear David Mastovich,We owe you a big apology for the intermittent service outages we experienced on September 10 that may have impacted your website, your email and other Go Daddy services.

We let you down and we know it. We take our responsibilities — and the trust you place in us — very seriously. I cannot express how sorry I am to those of you who were inconvenienced.

The service outage was due to a series of internal network events that corrupted router data tables. Once the issues were identified, we took corrective actions to restore services for our customers and GoDaddy.com. We have implemented a series of immediate measures to fix the problem.

At no time was any sensitive customer information, including credit card data, passwords or names and addresses, compromised.

Throughout our history, we have provided 99.999% uptime in our DNS infrastructure. This is the level of performance we expect from ourselves. Monday, we fell short of these expectations. We have learned from this event and will use it to drive improvement in our services.

As a result of this disruption, your account will be credited for the value of 1-month of service for each of your active/published sites.* This credit will be available to you for the next 7 days. Please click the button below to redeem your credit.


It’s an honor to serve you. Thank you for the opportunity to re-earn your business and trust.As always, please call us 24/7 at 1-480-505-8877 — anytime, for any reason.

Sincerely,

Scott Wagner
CEO
GoDaddy.com

It’s good see such a solid response to the crisis from both a PR and customer service standpoint.

 

Are You Over Communicating to Employees?

Posted on by Dave Mastovich

Solutions to help you grow…

Organizations large and small spend a great deal of time trying to reach and influence potential customers.

In order to meet or exceed their expectations, employees must deliver a quality product or service while living the company’s core values.

Yet how much time is spent making sure employees understand what the company is striving to achieve?

I’m not talking about the mission statement posted on a wall, although I’m guessing many employees couldn’t recite that either. Does your company clearly communicate core values, strategies and goals throughout the organization? Better still, are you over communicating to your employees? If not, here’s how you can do it:

5 Ways to Improve Internal Communication and Increase Productivity 

1. Develop Simple Key Messages–Decide what to communicate on a regular basis. Some messages are constant and based on company values. Others arise during the course of doing business. Both types need to be clear, simple and easy to remember. Clarity and brevity are not mutually exclusive. Tweeting and texting are popular communication vehicles because we can stay updated quickly and easily.

2. Tell Your Story Again and Again–Senior leaders and middle managers often think repeating a message questions the intelligence of their employees and is a waste of time. This couldn’t be further from the truth. We all process information differently and are inundated with messages in our personal and professional lives. We need repetition of message. Try asking three different people what they remember from a discussion and you’ll see how valuable repetition of message is.

3. Use Multiple Vehicles–Some people read emails, others scan or have a cluttered inbox. Some people take notes at meetings, others don’t. Some see those posters on the wall, others ignore them. Just as successful advertising campaigns utilize multiple mediums like TV, billboards, social and direct marketing, internal communication must use multiple vehicles as well.

4. Communicate Up, Down and All Around–Senior leaders hope if middle management hears or reads a message, it will be conveyed to everyone. Don’t take that chance. Communicate up, down and around the organization to ensure your key messages reach the entire team.

5. Find Out What They Think the Key Messages Are–Once you’ve done the first four steps, you need to find out how well it’s working. Ask multiple people to tell you what they think the key messages are. Be ready for some surprises. Take what you learn and tweak the process where appropriate.

Improving internal communication will increase productivity, enhance your customer experience and impact the bottom line. Start over communicating today.

Learn how MASSolutions can help you over communicate to your employees, click here

David M. Mastovich, MBA, is the president of Massolutions, a Pittsburgh based Integrated Marketing firm that focuses on improving the bottom line for client companies through creative marketing, selling, messaging and customer experience enhancement.