Did you know that on average, humans, have an attention span of less than a goldfish? Yep! You read that right… Attention span = less than a goldfish.
Research conducted by Statistics Brain Research Institute, found that in 2015, the average attention span by a human is a mere 8.25 seconds. The average attention span of a goldfish is 9 seconds. Most of you, I’ve already lost.
Insert: Video Bloggling aka “vlogging”. Vlogging is undoubtedly the new blogging. With the speed and simplicity of the internet and the rise of social media platforms, a vehicle has been created, driving video content into everyone’s homes. So why haven’t you started?
The average length watched by a single internet video is 2.7 minutes. A common rule of thumb for a script word count to video duration is a very simple formula. 30 seconds of video for each 75 words in your script. So for a 2.5-minute video you’re aiming for about 375 words.
Many vloggers seen on Youtube, are filming their vlogs in their own room. As a business, creating a professional setting is really important for not only your credibility, but also for how you want your business to be seen by potentially millions of viewers.
At Inspire Cowork, you have access to creating a vlog or podcast in a very professional setting, all within your monthly membership. We have recording equipment, lighting, a green screen and a microphone to meet your needs. And, it’s all free for you to use when you need it.
Only a short walk from Westfield Miranda, take a break from all your Christmas shopping and take a stroll down to check us out. We will love to have a chat over a cup of coffee and show you how the space can work for you and your business.
Organize a walk through or a free day trial today.

When Lital and I started to make plans to open a coworking space in the Sutherland Shire, we spent time on WHY we wanted to open the space and what benefit it will have to the community. We wanted to make the Sutherland Shire a better place to work and live. A place to collaborate and get a lot more done while being close to family. We did this by fostering a professional collaborative workspace that people enjoyed coming to work at. What you get is the coworking, studios, meeting rooms, business grade internet access, complimentary tea and coffee and so much more.
We were sent a link to Simon Sinek’s TedTALK on how great leaders inspire action… And inspired we were! Within and hour our company had not only our Why Statement but also a well written How and What.
In Simon’s talk he mentioned that all great leaders and inspiring companies alike are completely opposite to everyone else. Most companies go into the market starting with what it is they are doing; they then go onto the how they do it; which is followed by a measly why which usually sounds like “want to buy one”.
He uses Apple as a great example. With Apple being just a computer company, how is it that they are so innovative? They have the same access to market, the same media connections, the same marketing tools – how is it that they, a computer company, can sell MP3 players, mobile phones, tablets, TV’s etc.?
Simen Sinek codifies it by calling this technique as “The Golden Circle”. You start from the inside out. You begin with your why then focus on the how and what. Let’s take Apple for example:
If Apple were like everyone else a marketing message from them might sound like this: We make great computers, they’re beautifully designed, simple to use and user-friendly… Want to buy one?
However, Apple’s consistent message to consumers sounds more like this: In everything we do, we believe in challenging the status quo and thinking differently. The way we challenge the status quo is by making our products beautifully designed, simple to use, and user-friendly. We just happen to make beautiful computers… Want to buy one?
Apple makes you believe in their product. The goal is to do business with people who believe what you believe. When you are selling from the inside out you are speaking to people’s behaviour, it’s their gut, it’s how they feel! Once they are sold on their feeling they then rationalize their decision based on what it is that we say and how we do it.
Inspired leaders and organizations all think, act and communicate in the same way. People don’t buy what you do they buy why you do it.
When asking yourself what is your why, you’re asking yourself what’s your purpose, what’s your cause… To make profit is a result, it’s not your why. The goal is to sell to people who believe what you believe.
So when you go to bed tonight, think of your business and ask yourself why is it that you are doing what you are doing? If you come up with something you believe, you are already half way there.
 

When selling a service or product you’re inevitably going to have an unhappy customer at some point.

Complaints are good because it means your customer is giving you the time and chance to retain them as a consumer:

So how do you effectively deal with an unhappy customer and ultimately retain them as a loyal customer?

1. Respond don’t react

   As difficult as it can be you must put your emotions aside. It’s understandable that business owners and loyal team members take complaints personally but it is how you respond to them which can make your business better. It is important to note that when you do respond to a complaint – be careful not to come across as patronizing. There is nothing more infuriating as a consumer when you have someone on the other side of the conversation being nice and thinking they are saying all the right things because that is what they have learnt in a 101 customer handling course and it comes across treating you like you’re a child.

2. Listen Actively

   It’s no coincidence that Listen & Silent are spelled with the same letters. It is also no coincidence that we were born with 2 ears and 1 mouth – listen twice as much as you talk. To listen actively, you must provide your full attention to your customer and pay attention to what they are actually saying.

3. Use the customer name in a genuine manner

   Your customer wants to know that you know who they are. By using their name discreetly and in a genuine manner, it reassures your customer that you have been paying attention and know who they are. There is no need to go overboard in the name usage, it is vital to open the conversation with the name, close the conversation with the name and use it at least once but no more than twice within the conversation.

4. Make notes

   Acknowledging and making reference to what your customer has said is very important. It allows you to control the conversation, and it also tells the customer that you are listening and you care. Don’t be a hero and think you can remember everything. Take notes! If you are dealing with the consumer face to face, first ask for permission to make notes before you begin to write. This will make them feel comfortable and at ease, knowing that you are taking their feedback seriously.

5. Compensation

   Compensation does not always have to be about giving something away. It’s about bettering the customer’s experience and retaining them as a consumer. Some of my most valued customers who I have built the strongest relationships with have come from a customer complaint which resulted in not giving away the house. Know your product or service, know what you’re willing to provide as compensation for certain issues and have confidence in the way you deliver your message.

6. Hold yourself, team and business accountable

   There are plenty of articles out there which tell people the best ways to complain to get something for free. These people you can typically pick up straight away as the complaint is textbook. Although you still need to be cognizant of all complaints and make sure you take every complaint seriously by holding accountability and investigating the issues presented. Avoid challenging the complaint and always offer follow up if you need the time to look into an issue.

7. Be flexible

   If you don’t have a solution right away, consider how you can make the customer content for the short-term. Sometimes it is as easy as communicating with the consumer, other times people want something, whether it be a free coffee or lunch. Again, if you know your product or service and what you are willing to negotiate on, this will make the conversation win-win for both parties.

8. Follow up as quickly as possible

   If follow-up has been promised, ensure you are prompt in your follow up. Not only is it awkward getting back to an angry or upset client or customer days after the initial complaint, but it also shows a lack of urgency and care for their feedback.

9. Say thank you and send a follow-up email.

   It is always important to thank the consumer for their time at the end of the conversation. If you have an email address available, it is always advisable to send a follow-up email, apologizing for their inconvenience and thank them for their time. It is also best to recap the complaint with the outcome and solution of the conversation. An email is also a good idea as the consumer will then have all your contact details if they don’t have so already.

10. Move on

    Don’t dwell on the complaint. You can’t take it personally. If you have a team, you should have a way where your team are empowered to make decisions to handle a customer complaint and a reporting system where everyone in the team is informed. Complaints allow for your business to improve as they usually highlight a glitch in the system. Take note, fix the problem, move on.