Ladies and Gentlemen Serving Ladies and Gentlemen

I am writing this post from my super comfortable lounge chair overlooking the palm trees and surf at The Ritz Carlton Hotel in Key Biscayne. My husband is a big fan of this chain and I am now won over by their overwhelming sense of customer service and dedication.

Like Starbucks and coffee, The Ritz Carlton is not about selling hotel rooms- they are selling memorable customer experiences. I was and am blown away by every employee interaction I have had throughout the weekend-they truly care and go the extra mile to insure that every minute of your stay is as enjoyable as possible.

How timely that this coincides with my program development and quest to coach entrepreneurs on how to break through the “stream of sameness” (especially in the Real estate agency business) they face in their respective industries.

As you probably guessed, the magic starts with leadership. The key Ritz Carlton principles that Joseph A.Michelli emerged with in his book "The New Gold Standard" are centered on:
- Understanding the ever-evolving needs of customers
- Empowering employees by treating them with utmost respect
- Anticipating customers’ unexpressed needs and concerns
- Developing and conducting an unsurpassed training regimen

Anticipating unexpressed needs in particular calls for awareness, selflessness and a culture of service. Being in touch with how you show up energetically is the foundation of consciousness and the requirement for true connection. All in all, coaching around your individual ability to motivate and inspire others is the first step in becoming a “stand out” service provider.

I sit here savoring the last hours of this most delightful vacation experience. With this book in hand and dedication to my clients I intend to bring a bit of The Ritz Carlton back to my real world.

Social Before Brand:Putting the Cart Before the Horse

Working on a Social Media strategy before sharpening the edges around your unique business brand is like putting the cart before the horse. This realization rang true for me after the few weeks I spent with clients and during my weekend at Social Media expert Mari Smith’s VIP retreat.

It is a natural instinct for us to do exactly as others do or to develop collateral and messages for the sake of doing something. All of this leads to us “shutting down” because we are going in many different directions.

David Tyreman’s “World Famous: How to Give Your Business a Kick-Ass Brand Identity”  was introduced to me through this webinar and I highly recommend that you give it a listen (1 hr 20 min). Here are the compelling statements from David that led me to downloading the book:

  • We can’t afford to be like other people, it makes us invisible.
  • What specifically makes you unique & valuable out there in the world must be defined so people can identify and choose you more easily.
  • When you know what you are about & stand out then business comes to you.

So how does this relate to Social Media? Defining you and your unique identity drives engagement from the audience that you are most likely to have sales success with. Being likeable online, demonstrating that you are trustworthy and communicating greatness through your consistent message will drive the development of Advocates, people who will sing your praises and send qualified contacts to your sales funnel.

I have a corresponding work plan that I am developing for my clients and for my “8 Steps to Advocate” program. I invite you to reach out to me if you are interested in showing the world that there is no one quite like you, and that there is no brand in the world quite like your own!

1 Facebook Fan Page Tip That Drives Major “Likes”

Many people have asked me “How do I get a great initial base of “Likes” for my Facebook Fan Page”?

Before you start going after “Likes” I suggest that your Facebook Fan Page have the following components:

  • A great “Welcome” tab: You should change your default to this being the first thing that a new visitor sees when they visit your page. This tab should be welcoming, clearly define the information and/or offers that your page will be consistently posting, and insure that your brand shines through (like this page). I compare having a Landing Page for your Facebook Fan Page to wearing the proper suit for a business meeting- would you show up to a $5MM real estate listing appointment in cut-offs?
  • Now that you are dressed up in a suit, make sure that you are not taken for an “empty suit”. Have a great base (at least 10 over 1 week) of engaging status posts on your wall. The best way to learn how to be engaging is to model Fan Pages like Lujure that rock it!

Once you are set with the above, you can drive the following process for instant “Likes” (this tip comes directly from Mari Smith, my Social Media Mentor):

  • Contact your “Advocates” (people who are your raving fans) and ask them to help you drive “Likes” to your new Facebook Fan Page;
  • Make these “Advocates” admins to your Fan Page (for a week or so);
  • Instruct them to the link to the right of the Page “Invite Friends”, click “Search all Friends” and suggest that they invite as many friends as possible.

This is a natural way to drive community from the people who speak highly of you! I’d follow up with an act of appreciation so these Advocates keep helping you with filling your marketing pipeline.

If you are looking to take it to the next level, here are some tips more Fan Base building tips from Social Media Examiner.

Cheers! Dawn

5 Ways to Give Daily

Klout is a new phenomena in Social Media measurement. Your “Influence” as a contributor is measured and shared across the network of those in the know- do you know your score?

How do they determine your worth? According to Wiki:

"Klout is a San Francisco based company that provides social media analytics that measures a users influence across their social network. The analysis is done on data collected from sites such as Twitter and Facebook and measures the size of a person’s network, the content created, and how other people interact with that content.” 

"Klout measures influence by using data points from Twitter, such as: following count, follower count, retweets, list memberships, how many spam/dead accounts are following you, how influential the people that retweet you are, and unique mentions. This information is blended with Facebook data such as comment, likes, and the number of friends in your network to come up with a “Klout Score” that measures a user’s online influence.”

I am all for improving communication globally so identifying who excels where is a passion of mine. Klout allows you to give credit called “+K” daily to 5 people who have influenced you. Here is how you can start:

1) Sign into Klout;

2) Click on “Influencers” on the left of the page;

3) Type in the Twitter handle of the person you want to recognize in the search bar;

4) Click on the “+K” category you’d like to give them credit as influencing you.

I plan to support my network daily through recognizing them here- are you determined to boost those who motivate and inspire you in this same way?

I have many contacts questioning the ROI of Social Media and asking for examples of how to go about using this medium to drive “conversion”. My mentor Mari Smith just shared this example. Getting your clients to “smile” is paramount, especially in today’s market where connection/ transparency/ being genuine is most valued.

Here is a video of how KLM used a flight list, social media trained staff, and personalized gifts to drive MASSIVE Social Media praise and awareness. How can you adapt this approach to the way you do business?

More at: http://surprise.klm.com/