Communication 101

Man, I feel like I'm in a season of learning experiences. I suppose that's normal with a young, growing business. Here we go...

Lesson: Talk to people the way they want to be spoken to.

I love social media, am still fond of email, and ultimately love face to face best. However, over the last year, I've been defaulting to social media for much of my communication.

Recently it rubbed someone the wrong way. Big time. The tone I intended to use didn't come across the right way, the medium itself was one the recipient was not comfortable with, and the key takeaways I hoped would get through were largely missed.

After apologizing and resolving the situation, I'm reminded that us early adopters and tech geeks can't assume that everyone else is comfortable being communicated with in tweets, emails, blog posts, and facebook messages.

A smart communicator chooses their method based on the person they're trying to connect with, not the method that is most convenient for them.

Alright, off to a client meeting.

Here's to better relationships,

Chris

My first "Bad" Review

Well, we all hope we never get a bad review, but alas, none of us are perfect. Here is the exact yelp review and the URL, along with my response. (Unfortunately, Yelp only allows 600 characters to respond, so in my reply I included a link to this blog post)

http://www.yelp.com/biz/chris-nordyke---state-farm-corvallis

From Tom Q.

When we went looking for insurance, we checked with Nordyke because of recommendations. For all the recommendations, we got the feeling he was really just interested in building up his client base and adding another "chip" to his pile. We also felt that his political views were very "out there" for all to see. Now, it's not that we need our insurance agent to vote the way we do. But we don't need to know he doesn't, right?

We went elsewhere.

Tom, I'm sorry we gave you the impression you were simply a "number". Frankly I'm embarrassed. That is exactly the opposite kind of experience we want to create for our clients. I've tried to build my entire business around being relational, so I'm disappointed we failed in your situation. I'll talk with my team about it at our Monday team meeting.

Re:politics, I try to be an integrated person. I want to be the same guy I am at the office, that I am in my living room, at a city council meeting, or at the coffee shop with friends. Occasionally via Facebook or my blog I've mentioned my perspective on current issues simply to share my personality and perspective. If you've felt like I've forced my views on you, I apologize.

Thank you for leaving feedback. I'll take it to my team, and we'll work to do better.

Cordially, Chris Nordyke

Are Bad Reviews Really All That Bad?

I found out today that someone was very unhappy with me about some criticism I posted publicly. My knee jerk response was panic. I'm a relationship guy. I work hard to preserve relationships and goodwill and when I know I've offended someone, my tendency is to quickly apologize and go into repair mode. I deleted the critical material.

This critique I wrote was as a customer. I had spent money with this person's business and was unsatisfied with what I got.

Last year I blogged rather transparently about a customer that left me. It was a painful experience. I asked that customer earnestly to provide me with some candid feedback and I was very fortunate they obliged. I've applied that feedback to my business, and to great effect. Here's the post, I'd still welcome your comments on it. Learning from the Lost Customer

I've found that in business it is extremely difficult to get good candid feedback from people. There will always be good reviews if you simply put out the effort, but it's tough to learn anything from them. (Not to say I don't love great reviews and testimonials)

Not-so-great reviews though, often present a much greater opportunity for a business owner, particularly in this uber-public new business paradigm we're in. Not only can I learn what people don't like about my business, but I have a chance to connect with them, clarify, change or correct, and then respond publicly to their critique. If I am earnest and sincere, the net effect may actually be more positive than the run-of-the-mill glowing review.

So on the one hand, I'm bummed that this business owner is upset with me, but also disappointed it didn't spark a better online interaction. I'll follow up with this person offline and hopefully mend the relationship. But for the rest of us, I think there's a best practice we can latch onto as business people.

Let's not only be a business community that responds well to criticism, but let's invite it, no, seek it out. None of us are perfect, but once we're alerted to our flaws, we can change, improve, and win again.

Are bad reviews really all that bad?

My Book List

These are books I'm either enjoying, are challenging me and/or are having a formative effect right now on my business or personal life (In no particular order)




1) Switch by Chip Heath
2) Delivering Happiness by Tony Hsieh
3) Drive by Daniel Pink
4) Crush It by Gary Vaynerchuck
5) Trust Agents by Chris Brogan
6) Influence: The Psychology of Persuasion by Robert Cialdini
7) Linchpin by Seth Godin
8) What the Dog Saw by Malcolm Gladwell
9) Crazy Love by Francis Chan
10) The Pastures of Heaven by John Steinbeck