It Was Staring me in the Eyes – that ‘Special Relationship’

20 January 2015

As anyone who has read any of the previous articles in this blog will know, change is on my mind. Having had a lot of time over the holidays to think, opportunities and ideas became clearer. Sometimes you just have to take time to get away from it all including the laptops, iPads and mobiles and even people. Once you get that space you get clarity that you couldn’t find before. It’s a bit like distinguishing those trees in the woods.

So a year of change is it. And over the last week, while I’ve still had a bit of space, I’ve come to realise a few more things. One thing that dawned on me, which was staring me in the face, is that I haven’t made enough of the fact that I am an American who has lived in London for over 27 years. I very much understand what the British want and what it takes to make it here. So why aren’t I promoting that to North American businesses who want to get into the market here?

What I have found very interesting is that looking at the stats of this blog, the majority of readers are coming from the US (double the UK).  I’ve been distributing the blogs through various Social Media channels including Google +, LinkedIn, Facebook & Twitter (with Twitter & LinkedIn bringing in the most views). So dissecting that further, seems I have either more connections and followers from the US or more from the US have a propensity to be interested in what I am writing about. In any case, there seems to be more of an appeal from across the pond.

Next step is to fine-tune the message and then figure out how to get it across. The message is simple ‘Americans - let me be your go-to person on the ground here in the UK if you want business from & in the UK’. That isn’t very eloquent but it is the gist of the opportunity. How I tell them will mean first tweaking my Social Media profiles starting with LinkedIn and then getting a new website spelling out just what I can do. So giving myself more work to do but it will be worth it in the end.

My goodness – give yourself a little headspace and the ideas and opportunities just flow. Try it. You never know what you may come up with!

Its So Easy to Tweet When You’re Mad

12 January 2015

Made it back to London from New York this morning. I am amazed at how smoothly the flight went last night. It may astound a few but after 25 years in the travel industry, I will admit that I have a fear of flying (not news to my friends and family). Between the furiously fast tail winds from the various storms, the many nuts now terrorizing our freedom and just being scared, well, I am really pleased how easy it all went. The flight was empty and I had 3 seats to myself. There was absolutely no turbulence and that tail wind made our flight time very short at only 5 and a ½ hours. Wish each trip across the Atlantic could go like that.

Once I settled, I got back into work mode. Tweeting was the first port of call. I want to be more creative and engaging this year for both my own businesses and my clients and that takes time to research and write up. As I was looking around at interesting articles and information, I came across a very good blog about how to handle negative feedback onTwitter. Twitter makes it very easy to complain about and to businesses and organisations so, at some point, most of us will come across negative comments.  There is a reality and that is people will more quickly tell you what is wrong than what is right about what you do – it is the nature of the beast to moan. And being able to do so very publicly makes it feel all the more worthwhile. Admittedly I have done my fair share of telling off businesses but, to be fair, I also do compliment where one is due.

As I have knowledge of both sides (told off as well as received), I have good experience at what works in a reply and what doesn’t. That blog pretty much nails it. Ignoring a negative comment is probably the worst thing you can do for your business. Don’t reply that you will respond only as a DM. The conversation may go that way but let it happen and let the public know you care enough to reply publicly. You need to be real and respond in a natural and polite way. The number of times I have been given scripted replies on twitter (you can so tell) is ridiculous.

Each complaint is individual so treat the person that way. A major pet peeve is when the responder doesn’t tell you their name (first name). It is a clear sign there is a junior answering and working off pre-written standard tweet replies. Thank the tweeter for bringing up the issue and assure you want to deal with it fairly and quickly.

None of these points are rocket science. Twitter is all about a natural engagement. The public have now gotten off the phone and on to social media when it comes to complaining. You can’t stop that so use it to your advantage. I have had very good outcomes after tweeting complaints with businesses such as British Gas, Tescos and Santander to name a few. Their replies to start off with were pretty poor but the point is they took notice and quickly. Twitter complaining works but those companies need to get their twitter customer service working better too. The reality should be any publicity is good publicity but it is how it is handled that will determine the good guys from the poor performers. Get it wrong and you could easily have a catastrophe on your hands.

Twitter is still as powerful as ever. Big businesses are putting more money into servicing via twitter. It is though down to the quality of the reply that will ultimately count.  

They need to try just a bit harder.  

Ciao NY – A bit of Reflection

10 January 2015

A number of things to reflect on today as I prepare to travel back to the UK this weekend. My style, if you haven’t already figured it out, is rather to the point (okay – blunt) so it may include a bit of sarcasm here and there but it is my take here, personally, professionally and generally.

This week has been dominated by the tragic events in France. I so feel for the victims’ families as well as the country as a whole. I will admit that Paris has never been a city I liked but when atrocities such as the ones which happened this week I want to weep for what is such a formidable city. I find the Parisian French so different from the rest of their countrymen but I am sure their hearts are completely broken as is the rest of France. The World has certainly rallied around France and seeing #JeSuisCharlie and #JeSuisAhmed (apparently now tweeted over 5m times) hopefully makes them know we are all with at this time. What a world we live in. Doesn’t seem like anywhere is safe anymore.

The weather in NY while I have been here and been especially kind. Very cold (very) but very little snow and even on the bitter days, the sun has been shining a lot. I normally expect to be snowed in for a few days at this time of the year so thankful for the relatively mild weather. I am worried what I will be leaving behind and sure there will be a few storms. Will make sure there are provisions here for my mom just in case.

Professionally, I have learned quite a bit about myself. I have realised I haven’t been happy for awhile with my business life. I have done things to survive enough to take care of my elderly parents so from that perspective business has served me well. I want more though now and it will be interesting to see if a mature woman (think that is a fair enough statement) can start all over again. I think it should be possible but it will take determination as well as the drive and hard work to get there. We will see what the future holds upon my return to London.

Social Media has been great company while I was here. Facebook for me personally is great fun keeping in touch with friends and family. I have invested time in getting my Facebook Business Page up and running and I’m challenging myself to keep that going. I have also started to do more on LinkedIn again and will make more changes to my profile and postings. It is pleasing to see I have raised myself up 10 places in LinkedIn in the list of influencers in Marketing UK. Now number 17 in the list of the top 100 which makes me happy. With a little effort will try and boost that further but shows what a bit of effort will do. And I subscribe to the theory that LinkedIn is a great professional tool and good for new opportunities.

Oh and of course I now blog. I am impressed with my persistence but the challenge will remain to keep it going. I am finding it quite therapeutic for now - let's see if that continues. I can see by the stats that quite a few are reading my blog. Thank you so much if you are. Will be interesting to see if I can garner some comments at some point. More work is needed on the blog for sure. 

On a personal level, I am really thankful for all the home help I have gotten recently in regards to my mom’s health & well-being. She is getting visiting nurses, a physical therapist, occupational therapist, speech therapist, social worker and even a doctor’s visit or two. They’ve been great support and will be missed once they sign off. Medicare has covered all that for a limited time. Grateful for whatever we can get and my mom is responding well but alas it will end. Just hope the home aides can keep it all going. 

Been a tough time admittedly and I hate to say goodbye to my mom again (always the hardest part of every trip and just gets harder). Sad to see our loved ones deteriorate. The change in my mom has been profound over the last 5-7 years but that’s what Parkinsons, Dementia & now Congestive Heart Failure can do. The mental side is almost more difficult than the physical side. She is a trooper though and let’s hope she gets a bit better and is happier soon. Not sure about that one but we can surely hope.

I normally rant about some of the habits of New Yorkers but this time I haven’t had a chance to find out what annoys me which is a rare treat. I love New York and New Yorkers and it is only done out of love but this time they’ve pretty much come up trumps.

Will sign off now and get myself organised (another way to say ‘laundry and packing’). Got to run some more errands then spend quality time with my mom. Don’t forget to spend quality time with your loved ones. Never leave things for tomorrow. As this week has shown, you just never know what may happen.