Productivity Cafe

Voicemail Messages are Part of Your Brand!

2009-01-07T11:40:35-05:00

Who would have thought that leaving a voicemail would impact your reputation?! This morning Kim @ Bike Virginia commented that my message was the easiest for her deal with because I left my name and number twice at the end of the message. Kim takes care of the customer experience and handles loads of calls every day. That my message elicited a comment prompts me to get back online and share the experience with you.

When you are asking someone to help you, make it as easy as possible for them and you're more likely to be at the front of the line. Duh! I know. And, I've seen people that seem to want to be right more than they want to have their problem solved. They're demanding, sometime rude, and sometime just missing a couple of bits that would help them reach their real goal – getting help. Sometime the caller (we) don't realize the customer experience person doesn't have all the background we do and they need to be filled in – calmly. And trust me, if you're asking for help, unless you're the boss, and even if you're the customer, others can make things tough – drawing out the process, requiring extra steps, putting you on hold just because they need to calm down or think that you need to calm down.

Regarding the voicemail example, which is also addressed in another post here: Good Voicemail Messages Matter. When you give the full details for your call you leave a good impression. You build your brand to be what you want it to be. And, you're more likely to get the results that you want. A little planning trick many people use is: jot on a piece of paper:

Your goal for the call
Supporting point 1
Supporting point 2
Supporting point 3 (max)
What you're going to ask the listener to do – be specific

This little trick also avoids hanging up, snapping your fingers and thinking, "Oh man, I forgot to mention….."

Having this record also gives you confidence that you made the first call, what you said in case they miss something on their end, and allows you to move on.

Give it a try – let us know how it works!

Use Speed Dial to Check Voicemail @ home

2008-12-18T13:45:45-05:00

Use the phone company voicemail system for your land line? If yes, how many digits do you dial to retrieve your messages? If it's more than 3, consider programming the speed dial to pick up your messages. Just like your cell phone, if you're familiar with that, you can make the dialing to get messages quick and nearly hands-free.

A tip I want to give you on using speed dial to pick up your messages is that you can put 1 sequence in to enter the access number (the number you dial to access the voicemail system) and your password. The trick here is to learn what the pause button is (often the * or P key) and enter a couple of those between the access number. Here's an example. Jay has to dial, 610-729-0220 to access the voicemail system at Verizon then he enters his password (7727 = Pass) followed by the # sign. So, he can program a speed dial on his phone to be 610-729-0220***7727#*1. That final *1 instructs his voicemail to play the first message.

Good Voicemail Messages Matter

2008-12-15T11:59:00-05:00

When you're communicating via voice mail there is one thing that you can do to make the communication most effective – be complete and clear. For those of you saying, "No kidding," know that this message is prompted by recent messages I've received, voicemails, that just make me nuts on one hand and make me feel like I can be responsive on the other. The bad messages, "Hey, it's me, please give me a call," and "Hi Susan, its Terry, give me a call."

Here's what's missing:

the full name of the person
their phone number
what I can do for them
how urgently they need a call back
and, if I don't know them, how they got my name

So here are some good messages:

"It's Steve Frank calling about the agreement you said you would send yesterday. I haven't received it. Please give me an update. Again, it's Steve Frank and my number is 416-622-6222 that's 416-622-6222."

"Hi Susan, its Bobby Allen, we met at the Keeping It Real event last week. I have an opportunity for you to write an article for our internal company newsletter. The deadline is in 2 weeks so I need to know if you're interested within the next day. You can reach me, Bobby Allen, at: 919-911-9111, to repeat, my number is 919-911-9111. "

Have you received any 'remarkable' voicemail messages lately? We'd love to read about them so leave a comment below.

Task List in Outlook Replaces Post-its (with perks)

2008-12-08T11:29:44-05:00

I met with Terry to assess his use of Outlook and offer suggestions to improve his use of it. We met in a conference room – presumably to project the screen so we didn't have to crowd around a smaller screen. After a while it became clear that we weren't in Terry's office because he has so many post-its on his monitor and desk that the clear slate of the conference room table was the environment he wanted to show me. Does this remind you of anyone?

A simple solution to all sorts of post-it clutter is to use the task list in Outlook. Studies show about 10% of us do use tasks in Outlook which gives 90% of users the chance to make a productivity leap by using the task list. Ah, I hear some of you saying, "Out of sight, out of mind. I need those reminders." The good news is that you can keep your task list right on your screen so it is always in sight. Additionally, you can set reminders on tasks so you don't have read, re-read, and continually re-read your post-its so you don't miss any.

Let's cover that step by step.

First is the creation of a task. The fastest way to do that is in Outlook type ctrl-shift-k. A new task window like the one below opens. (or click on File, New, Task). Complete the tasks information. In the sample you'll see a task of revamping a business card in the subject line. It's advisable to be complete and make the first 3 or 4 words the summary of the task because those are the words that show on your task list.

Step 2: Set up your task list to be open all the time.

In Outlook 2007 you can show it on the right side of every window (called the todo bar). To show it click on View, To-Do Bar and check Normal & Task List. In Outlook 2003 simply open your Task List in a new window. To open your Task List in a separate window, right click on the Task List Icon and select Open in New Window.

And finally, set reminders for things that are time-sensitive. A reminder pops on screen at the designated time - the perfrect sticky note replacement. For example, refer to the image above. There is a check in the reminder box and the date that this should be done. Another example could be to pick up your clothes at the cleaners. When you drop it off they tell you it will be ready in 4 days. Simply put a task with reminder 4 days in the future near the end of the day to remind you to pick up the dry cleaning on the way home.

Try it now and let us know how it works.

Long Meeting – boring or engaging?

2008-11-09T22:28:00-05:00

Have you sat through day-long meetings with the most memorable part being the numbness you felt in your bum, the big blinks you took at 2pm because you were fighting a snooze reflex after the hotel meal, or thinking, "How many freaking speakers are there?"

I recently received this message from "John" in Atlanta.

Hello Susan ... would you have a suggestion how to keep attendees of a daylong seminar stimulated until the end? I read your article on organizing a meeting, but an all day seminar is hard to keep people attentive. We have 7 speakers, and we are all in one room, usually 250 to 500 people. We are in a convention hall, and the main topic is financial investing.

Here's my reply to John. Hopefully you find something to make your next long meeting better here:

Keeping the audience engaged for a whole day is an art form as well a specific set of skills.

Here are 3 quick proven ways to engage people throughout the day:

1. Make sure they move from the seat they started in at least every 20 minutes. Use group problem solving, sharing in pairs, and similar activities (and urge that people cannot have the person to their left or right as their partner). The success of this is 100% in the setup (the way it's presented to participants).

2. (foreshadowed above). Have the participants do activities that require them to talk, think, and assimilate the information given to them.

3. Hire a facilitator or Master of Ceremonies. Good facilitators preview the meeting, make suggestions, and guide the meeting to successful engagement throughout.

Oh, and, end before an 8 hour day is done.

p.s. send me your questions - I love helping you have 'the good life' in work & out

Holiday preparation (sort of) ~ Friday @ 5:00

2008-11-07T10:52:05-05:00

Have you started getting the holiday catalogs of your favorite companies? Are you also getting the holiday catalogs of all their favorite related businesses? Most of us are. And, the number of trees they represent, the hours you could spend perusing them, and the duplication is remarkable. Most people tell me they'd visit with family, get a spa treatment, go for a walk, enjoy their pet more, and languish in a good book if they just had more time. Ignoring catalogs so you can do your favorite thing with your time is an easy way to claim hours each week from now until Christmas. Ah, exercise. That's the other thing readers would like to do more especially to counter the calorie fests that we're invited to attend.

This weekend begin a collection routine for those catalogs – not so you can shop but so you can stop them during the slow and relaxing month of January. Simply put a brown paper grocery bag near the door you enter the house most of the time. Rather than bring the catalogs in, simply drop them in the bag on the way in the house. Don't forget to engage whoever retrieves the mail most days in this new routine.

If the bag is full in a couple of weeks… put it aside, thank goodness that your catalog contribution to landfills will soon diminish, and start another. Check back here in January for steps to stop catalogs… and enter your favorite way in the comment section below for those that want to get started soon!

Welcome to the Productivity Cafe

2008-11-07T00:00:00-05:00

The Productivity Cafe is your source for ideas on getting things done, being effective, reducing stress and having some fun. To get the most out of the Cafe:

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Multiple checking accounts –

2008-11-03T02:16:00-05:00

If you have many checking accounts it's a good time for you to consider streamlining this part of your life. Elaine writes that she has 4 checkbooks and uses different accounts for different things. As a streamliner I am almost speechless as I think about how complicated that must make things. Some complexities that come to mind:

That means Elaine has to move money from one account to another just to keep the balances high enough to use the accounts.
Elaine gets 4 statements every month.
Each account should be reconciled every month (I doubt she does that but I can't bring myself to ask).
I imagine promotional pieces come from each bank stuffing her mailbox frequently.
What if she is spending money that is supposed to come out of a checking account that she does not have the checkbook for at the moment?
She has to keep straight which account is for what types of expenses.

That all adds up to headache to me.

To streamline I suggest an alternative. First Elaine can simply move all her funds to her favorite bank and close 3 of the accounts. That bank might have the most locations close to her, offer free money card transactions, have the easiest download center online, and possibly all these features.

If she needs to track expenses by category the manual method is to put a code in the check register as she writes check. Periodically she tallies expenses by code.

The computer method is to download transactions to money management software such as Quicken or Microsoft Money, code the transactions to relevant categories, and enjoy the simplicity of automation totaling expenses by category. The great thing about the computer method is that the computer remembers how expenses from a particular vendor are categorized and automatically enters them next time she visits the vendor.

If you have multiple checking accounts please share the reasoning behind keeping them in a comment below. If you're going to close some accounts now, let us know that too.

Revisit the Good Old Days – Friday @ 5:00

2008-10-17T01:40:00-04:00

Taking a couple of nephews /home.asp?loc=300austin">bowling last month cost nearly $100 (they serve dinner at the alley and play the best party music I ever heard at a bowling alley). With the stock market on a roller-coaster everyone is looking for ways to fill free time without breaking the bank. Bowling at 300 is not the way to do that.

Instead, have some family fun, connect with your kids (or some borrowed kids), and do it on the cheap! This weekend plan to play the Wii with the kids, pull out Jenga, or learn how to play little-known and highly entertaining Farkle dice game.

Invite some friends over and turn this good, clean, and often raucous game-playing into a regular event.

Spacebar - Technology Tool Tips

2008-10-14T10:27:16-04:00

The shortcuts and quick keystrokes available on our computers could fill a book. But, who would pick up a book of shortcuts and digest more than a few at a time? Not me! You? For a while I am going to make Tuesday 'Tech Tool Tuesday' and offer some efficient shortcuts for you to try right away. Some will seem glaringly basic to you but to someone who has been doing things the way she's been doing them since she got her first computer some shortcuts will be marvelously helpful. So, skip those you know and try those you don't. Let us know how it goes!

When you're reading a web page, the spacebar will scroll down one page or frame.
When completing online forms, the spacebar will check and uncheck check-boxes.
To create the copyright symbol © type (c) (left paren, c, right paren, spacebar). Some versions of word and excel don't require the space.