Merry Christmas to you all!

A Merry Christmas to you all - and also a Creative, brave, productive and successful 2009. Remember that if you believe in a vision or want to believe in magic, you will receive what you want. (As seen to the right!)
With my very best wishes
Susan

Mind where you post an opinion

This week I did something that I've never done before: I posted a message on an online forum. This was in response to Austin being voted off Strictly Come Dancing. My son was distraught at this, and I started a new message stating this. I was astonished at the vitriol that some posters directed at my quite innocent comment. It seemed that for some posters, hiding behind a forum name, making personal attacks on myself and my son were perfectly acceptable, yet these comments were in the public domain. Fortunately I also had a pseudonym to avoid identification, but the hate directed at me by a minority was an eye opener. I should mention that the majority of posts were telling the minority to 'back off'.

Now I have learnt from this: I won't be posting another such message! But it made me think of how we communicate on line, and whether hiding behind a screen (whether it be via email or a forum) results in some people forgetting basic manners and communication styles that are unacceptable in other environments.

I remember receiving an astonishing email from a colleague when I was doing some singing teaching: he would never have spoken to me in that way, yet I had this crazy email. Perhaps as it was written I wasn't able to detect the nuance of what he was saying - although it was pretty blunt to me.

I also received an email from a Women's organisation, asking me to contribute to their website, to promote women's entrepreneurship. I had never met "Sophie" yet she copied me, and 100 other entrepreneurs into the same email, which had very girlie, friendly copy, signing herself 'love and kisses Sophiexx' - and demanding I spent 2 hours writing up something to promote her project. I am sure what she does is valuable, but her presentation, familiarity and style - to ask a stranger to volunteer time, did not engage me to assist her. In fact it did the opposite and I didn't want to be associated with her project.

My message today is to really consider how you use emails - and forums when communicating with others; whether they are good friends or strangers. Consider the best way of communicating which is respectful of the other person - particularly if they are a stranger.

The Power of the contract or confirmation letter

In the last few weeks I have had two situations where there have been misunderstandings resulting from a lack of communication. Neither have been a disaster - no blood was shed - but stress, frustration and time wasted would have been avoided.

I shall reveal more; the first was a lovely wedding on Saturday, when some of my talented musicians were performing as a string quartet. The contract I drew up said "Black Tie". The wedding planner didn't clarify this; the musicians wear "Afternoon Black tie - i.e. the ladies wear short black dresses in the afternoon for concert engagements"..... The Wedding Planner was disappointed. It goes round in circles. As I mentioned, it was not a disaster, and one might deduce the Wedding Planner was being rather picky. We have, however, agreed that in future, she needs to be very specific and the string quartet will also ask the question "Short or Long".

In the other situation, I was delivering a team building event, via an Event Management Company for a trainer. She didn't want the client or I to speak directly before the event. I do understand this; there is an element of trust in providing contact details because occasionally an unscrupulous person might 'take' the contact from you for future work - not me though! However, this meant that the client's expectation of the event and my brief didn't match.

This included an expectation that I was producing a studio quality DVD of the activity, to the length of the activity. Of course, I didn't want to create conflict (yes, I am adverse to this), however, I didn't want to have to deliver something that wasn't planned - and something I wasn't being paid to do. We also want to deliver a service that is outstanding, and one that is even higher than the expectation of the client!

My assistant, the wonderful Gary and I worked really hard and totally changed our planning for the session. In the end they wanted TWO DVDs... Not having the backing of the Event Management Company, I wasn't able to say "There is an additional charge for this"... However, every situation is a learning opportunity. We now all realise that:

1. A contract is valuable and is more likely to create repeat business because the agreed activity/service is delivered.

2. To specify exactly what is expected for the fee, and what additional charges there are for (e.g.) DVDs, recordings, debrief reports etc.

3. It is okay to put a clause in a contract to the team building company, stating you can't tout your own business. It is also okay to trust the supplier!

4. If the supplier and client speak before hand, the event is going to be more successful; the supplier is likely to be a specialist and can advise; the event manager is often a 'sales person'.

In my case, a 2 1/2 hour team building event - that has taken two days with preparation and the wretched DVDs that I've had to edit, master, copy etc. will be avoided in future - or at least I will be paid extra for this additional work. Otherwise, I won't accept the work.

Apologies: I'm sounding very stroppy and this isn't intended to be a rant - but I just want others to avoid any problems!

Give the man a hug!

Last week I was at the inspirational Enterprising Women conference. As well as meeting a number of wonderful business women I was able to catch up with old acquaintances. One of the key discussions was "Our Men" - or more accurately complaining about "Our Men".

One lady was horrified when her husband brought home a labrador puppy for the children - without consulting her. Another could only communicate with her husband by TEXT message - even when he was at home.

Today I heard that my son's friend's Dad died suddenly in the afternoon. His lovely wife Annabel won't be able to grumble about him. His children won't be able to play football with him, or have a piggy back. They won't have their Dad being Father Christmas or driving them to parties when they are in their teens. He won't watch them receiving their degrees.

I'm so lucky; I can hug my husband tonight, and even if he annoys me sometimes (occasionally), he's still here in our lives. So - hug a man or woman tonight - and count yourself lucky!

My very best wishes and thoughts go to Annabel, Javier and Pia.

The curse of the answerphone message!

Recently, I have been contacting a variety of organisations and companies. On a number of occasions I have been confronted by the dreaded answerphone! Now I understand that individual people aren't at their desks 100% of the time, but an answerphone can be the first contact a potential customer has with a company or service.

Answerphone messages varied from totally inaudible speaking, to messages that were so fast, one wondered whether the person was running out of the room as they recorded it! Other telephone numbers were largely inaudible and I did not receive much confidence in the companies' services.

There was even an accountancy company: with 20+ employees, that had an answerphone system that invited you to select 'speaking to an operator' as an option - only to be put through to - ANOTHER ANSWER PHONE!! In this case, the argument for a diversion service to a key person in the organisation, whilst the operator was busy, was quite a strong one. I certainly wouldn't bother about rephoning and I wouldn't bother to buy into their services.

There are a number of issues surrounding answerphone messages. Yes, companies need to have a number that people can contact them outside office hours. Individuals are not going to be at their desk for 100% of the time. However, any message a customer receives when they contact an individual or company should reflect positively on that company - otherwise the customer will be lost.

Key ways of ensuring your answerphone message is effective:

1. Speak clearly and slowly, pronouncing key words carefully.

2. Any other contact telephone numbers should re recited clearly and repeated to give the caller time to take the number down.

3. Take your time to compose yourself before leaving the message on the answerphone: a stressful person records a stressful message!

4. If you are leaving a message from your mobile phone, make sure you speak very clearly; if reception is not very good, this will be reflected in the recording.

5. Consider redirecting your personal number to a VA or a colleague to ensure the client receives a human/personal contact.

I think there is more blogging potential from this topic - including getting organisations and departments to take responsibility for answering calls effectively and also leaving answerphone messages more clearly! There will be more soon!

BBC Three Counties Radio Broadcast

I was invited into the BBC Three Counties Radio studio again today. This was to discuss current affairs with the wonderful Ernie Almond. I was accompanied by 2 of my musicians from NSN Productions Limited: one of whom performed at the end of the 2 hour broadcast.The session - which was long, was not scripted, but we were prompted by a few newspaper articles to discuss these topics. There was also an opportunity to discuss our music business.

Being the BBC, we were not allowed to advertise either our services or our website. However, if you are canny, you can quote your website quickly, before they can stop you! Obviously there is nothing worse than repeating the website or your telephone number, but the first rule of the media is that they are not going to prompt you for this information - so you need to be proactive!

If you would like to have coaching on appearing on TV or the radio - do give me a call. 0844 576 3015.

BBC Three Counties Radio Interview

I now have a recording of the interview I had with the wonderful Lorna Milton on Three Counties Radio. I have posted it onto the home page of the website: www.executivevoice.co.uk I have been invited back to follow the progress of Kelly Betts; I am currently coaching her and over a period of time we will be able to measure her progress. Kelly is a great client; she works hard and is picking up new skills all the time. She is an absolute pleasure to train!
I will keep you posted as to when I appear again.