Why it is important to return phone calls.

These days, I am often out of the office more than I am in it. That means I receive a massive amount of missed calls and voicemails throughout the day. While it is a challenge to get them returned, I always keep in mind how it makes me feel when someone doesn’t return one of my calls.

Am I the only one that notices that returning phone calls has become a lost piece of etiquette, left behind with dial phones and secretaries who took messages? It is my (not-so-humble) opinion that if you do not return a person’s call, you are directly telling them that they are unimportant and that you don’t care much their business, our your own business for that matter. Often I am calling you to share something that I think you will find valuable, a lead or a new contact. Also, I am still happily surprised sometimes when I return a sales call (that I have been dreading) and the person offers me something of true value – something I would have missed had I not returned the call.

So why don’t people call back? I know we are all really busy, and I sympathize at how hard it can be to fit calls in during our day, but it is about how we are perceived, and I don’t want to be perceived as someone that doesn’t care about you, your business, or my own. Do you?

In a recent article by Patricia Pollack there is a great reflection on some typical excuses people find to not return calls follows: Returning phone calls used to be a courtesy that was heavily ingrained in proper business etiquette. Sometime during the exponential growth of information to which we have all been exposed, returning phone calls has become the exception rather than the rule.  She states….

“I have talked with dozens of business owners recently about the subject of returning phone calls. They were unanimous in their annoyance with people who fail to call back. But when quizzed about their own call response habits, these same business owners said: “

• “I’m too busy to return all my calls.”

Wrong answer. Every time you fail to return a call, you have missed an opportunity. It may be an opportunity to strengthen a business contact or to reinforce your marketing image or even to close a sale. Manage your time more efficiently, and make the time to return calls.

• “If it’s really important, they’ll call back.”

Wrong again. If a reporter calls you to get information about your new product, and you fail to promptly return that call, that reporter is not going to call again. If a potential client calls you to discuss retaining your services and you fail to promptly return that call, that person is not going to call again.

• “I would never blow off a really important call.”

That’s good, but how do you choose which ones are important? If I leave a message saying, “This is Patricia Pollack with My Team of Experts. Please call me at 704-516-0157,” and you don’t know me, you may not realize that I was referred by one of your existing clients. I have already done the research on you, and I am ready to write you a check.

Not only have you offended me; I’m going to tell your existing client about my experience, which may affect your relationship with that client.

• “Returning calls just turns into phone tag, taking up even more of my time.”

Fine. When you return the call and have to leave a message, give the caller a day and time when you know you will be in the office and available to answer the phone. Give them the option of communicating by e-mail if you know that it will be difficult to connect via telephone.

These are just a few of the mistaken names we usually get when out there talking to people who’ve heard of us in the past. At least from a branding stand point, some form of our name usually sticks with them. While this is a major goal in the marketing game, there is a little more to the name than just being a catchy oxymoron.

I think if you asked any of us who work here at Small Giants, what our name really means, our answers would all be slightly different but eventually meet at some point. My interpretation and experience here thus far has lead me to the conclusion that being excellent at what you do doesn’t always mean being the biggest company, nor does it mean the only way to be great is to stay small. To me, it means you hold on to certain principles and values, instead of always grappling to expand while sacrificing some of the maybe small but key elements that have gotten you where you are. Whether these involve a certain quality of work, ethics or employee experiences, every decision adds up to create who you are as a company and culture.

Success is measured in many different ways by different people; you can be a giant in your industry no matter how or when you get there.

What are some of the small ways that you hold on to your values and principles to make sure you’re growing into the giant your want to be?

In this time of unprecedented competition to win work, your competition is working on ways to be better, more persuasive and appealing. It never ceases to amaze me that firms will spend thousands of dollars on renderings, software, and other flashy props in an attempt to win the work. Meanwhile, I would suggest that we have let this cloud the basics of good, persuasive communication and value of it.

Let’s set the 3D model flying in from the side of the room and directly connecting to the committee member’s loaded IPads aside for a moment…And let’s reflect on the simple, typical areas companies faulter:

1. Don’t Go In with a Specific Purpose—it is critically important that your team know why they are there over all other companies and make a commitment to convey that over and over again to the potential client. Begin by simply asking yourself (team), “Why REALLY and SPECIFICALLY should we get this project?” Whatever that reason may be, make certain the prospective client knows without a doubt what that is.
2. Talk Too Much—One way of turning off a potential client (or anyone for that matter) is to talk too much. Try breaking up the content by bringing in multiple people to present the material and discuss it in a conversational style to build chemistry while breaking up a potential monologue. If you are the fortunate one to have the majority of the content for a presentation, use more pauses to let your listener absorb what you have said before you move on.
3. Get Too Comfortable—Let’s not forgot, regardless of location, if you are interviewing for a project, you are in THEIR house, and it is important to treat it as such. You essentially interviewing to give the prospect a reason to eliminate you; let’s not let it be for a ridiculous reason, like putting your elbows on the table or sitting at the head of the table reserved for someone else on the selection committee.
4. Have the Wrong Person Speak—It is no secret that the prospective client wants to hear from their main point of contact or the day-to-day individual on the project. Even if you, the principal or executive, are the best speaker or presenter, your job is strengthening the team.
5. Forget the Benefits—If everything you say is centered around the project you are pursuing, that is a tremendous leap in the right direction. BUT, if you add in simply why you are telling them what you shared with them, you truly would tower over your competition. We get so caught up in what we are going to tell them and remembering the very best way to state it that we forget to articulate the importance to them.
6. Ignore Basic Etiquette—Being polite, listening, and responsive make all the difference in making a strong first impression and a lasting impression. Items like who offers their business cards first, helping yourself to water, chewing gum, etc. can and regularly do make a difference. It would be a good investment of time to review the little things that matter.
7. Don’t Answer the Questions Asked—Even if the client does not set forth a specific set of questions prior to a project interview, clients always have an agenda. The key is finding what they want to know and spending time answering the questions directly. If you are aware of questions they want answered ahead of time, make sure each and every question is answered in the order asked. Don’t let multi-part questions go unanswered either.
8. Don’t Listen—Even if you are in a more formal interview setting, there is always an opportunity to listen. The potential client is evaluating how well you listen based on how you listen and interact with your team members, how much time to allow for a pause after you have been asked a question and certainly how you tailor your answers to reflect that you have heard their concerns. Keep in mind that the majority of questions are actually statements with a question mark at the end.
9. Forget Who Your Audience Is—when you are presenting, as obvious as it may seem, your potential client and committee has preferences, dislikes, pet peeves, and messages that are music to their ears. For example, some women are offended by a presenter saying “you Guys” when speaking to a male/female audience, finding it too casual and demeaning. Others are listening to any part of the content that pertains to them. Each and every listener has a perspective from which they come, it is highly beneficial to play to that when you are speaking.
10. Don’t Ask for the Opportunity—So you have pursued, prepared, practiced and pondered all angles of the project, committee and presentation…Who formally asked (with genuine passion and sincerity) for the opportunity/project? Most often no one.  Make this a part of the essential message.

In your next interview, evaluate which of these areas you find yourself/your team tripping up and work proactively to overcome these simple communication flaws to increase your presentation success.

Many firms are interested in utilizing social media but don’t know where to start and which tools are the best use cases for them.  Which social media site will help you get brand exposure or traffic to my site?

We have put together a guide specifically for a/e/c firms to assist you in better understanding what social media sites will help you to meet your strategic goals. Which ones are you using for your firm?

Small Giants offers social media seminars and training for the commercial real estate industry.  Let us know if you would like some help to get your firm started ahead of your competition.

There is a plethora of information out there at your fingertips! They keep you inspired and up to date in what’s happening in your industry. Here are a few of our favorites for you to try.

RainToday.com is the premier online source for insight, advice, and tools for growing your service business.

BuildingArizona.org is designed to be a resource and opinion forum for Valley architecture, engineering and construction professionals and businesses.  A team of  core bloggers will post updates and commentary on the state’s construction and real estate happenings as well as solicit opinions and expertise from professional service providers.

AZBigMedia.com covers a multitude of niche topics an industries and become a host for a series of publication-related events and statewide expos.

Desertropolis, the new blog from Southwest Contractor Magazine, examines the current events, issues and controversies of development, design and construction in the Desert Southwest; it’s written by Southwest Contractor’s editor, Scott Blair.

OpportunityGreaterPhoenix.com
Where five bloggers — ranging from a fresh college grad to an economic development professional — write about Greater Phoenix business trends, cultural events, economic news and more.

FMInet.com delivers innovative, customized solutions to contractors; construction materials producers; manufacturers and suppliers of building materials and construction equipment; private owners, managers and developers; engineers and architects; utility companies; multi-family developers; home builders; surety companies; and construction industry trade associations.

What are the best sites that you have found to keep you up to date, in the know of and inspired about your company and what’s happening in this industry? Let us know!

Everyone is talking about strategies and new directions to take their business in this glorious economic situation we have found ourselves in. I feel like, aside from the obvious negatives, some people are pushing forward and will come out of this as much stronger smarter business people. I also think that in stressful environments true character shines through more than ever and reveals the good, the bad and the real crazies.

So many employees go to work every day praying they don’t leave with their desk packed into a card board box. How does this play into your strategies and new directions? While some employers can’t guarantee that this isn’t a concern, what can you do to boost the morale to keep up productivity in order to execute your plans and strategies? Or is it better to have a sink or swim mentality?

What are your thoughts?

Throughout the many opportunities I have had to coach an architect or general contractor team preparing for an upcoming interview, the question always seems to be the same at the end.  No matter the outcome, after all is said and done clients often ask us “What could we have done better?”

99% of the time our response is “You could have used more time.”

Many teams spend less than a full day preparing to go up against two or more of their competitors. Think of an interview like a football game (it is that time of year after all). Each play has been strategized, penciled out and well rehearsed. Could you imagine your favorite team winging it out there? They would get slaughtered. So why is it when it comes to your Sunday afternoon showdown, it seems ok to maybe do a quick practice before you head out onto the field?

So how much time does it really take to prepare a great presentation and where should that time be spent? While the answer varies based on the complexity of the project and the level of ability of the speakers, we can talk about some basic rules of play.

The team should be able to have enough time to go through at least three full presentation run throughs and one practice Q&A. How important is Q&A? More often than not, it can win or lose you the interview. Make sure you are preparing for inhospitable playing conditions by running through all the scenarios the selection panel may throw at you.

Prior to practicing it is vital that the team spend an adequate amount of time in the locker room working through key messages and how to solve the issues the project presents. How much time is that? It really depends on the project but it need to be enough time and in far enough advance that it doesn’t interfere with the time set aside for actual speaking practice. Again, it is great to set strategy in the locker room and talk about how you are going to take down their quarterback, but if you don’t practice the plays out on the field, you are setting yourself up for an interception or worse.

And what about the presentation collateral – powerpoint, boards, handouts, etc. Don’t spend too much time gold plating your slides at the expense of real strategy and speaking ability. While it is great to have a new uniform, the crowd really only cares about them when you are winning.

Lastly, think about how hungry you are versus your competition. When it comes down to it, often time a team wins purely because they want it more. They work harder, act tougher and come together to tear up the opposing team.

So go put your game faces on and WIN, WIN, WIN!!

Many of you have been signing up for Twitter but don’t know what the # symbol means and how it can help you.  I provided a brief listing of key terms and symbols that are frequently used in the world of Twitter to get you started.

Twitter – An instant blogging network that allows you to connect and communicate with people worldwide.

Follow- To follow somebody is to subscribe to their messages.

Followers – the people following you.

Following – the people that you are following.

Tweet – 140 character blog message that allows you to connect and communicate with your followers.

Retweet (RT @username) – RT or retweet is to repost a valuable message from somebody else.

Direct Message – DM or direct message is a private message.  In order to DM someone, that person must be following you.

Hashtag – the # symbol followed by a term and included in a tweet.  This is a way of categorizing all the posts on a topic. (Use them to generate publicity around your event, site, or project).

Tweeple – Twitter people, members and users.

Tweet-back – Bringing a previous conversation or reference back into the current conversation.

Shortened URL’s – used to shrink long URL’s which is great for saving space in your tweets. Remember you’re only allowed 140 characters!

Why do you need to know this? 

If you’re becoming a part of the Twitter community or any community for that matter- you must know the lingo.  If you retweet (RT) information, you will become a part of the community and it will most likely result in more followers.

The best way to participate in Twitter is to share valuable information, participate in conversations, and most importantly – keep your followers happy.

What other twitter questions do you have?  Are you using Twitter for business or personal use? 

Small Giants offer social media workshops for the A/E/C and CRE industries to walk you through Twitter, LinkedIn, and Facebook.  We take you through the steps from finding the right social networking tool, creating strategies, implementing policies, to measuring the success for your business.  Follow us http://www.twitter.com/SmallGiants

Send us your Twitter @username and we will follow you!

Apple does it. Microsoft does it. Coke and Pepsi do it. Even My Little Pony recently did it.

Now is the time to look at your company and evaluate – what will make you better. Along with tackling internal challenges that will make things run more smoothly, it’s always a good idea to reflect the great changes happening inside on the outside as well, through your branding.

There is not always a need to completely reinvent yourself, sometimes you just need a little update.

 As the companies above have all known for many years, keeping your branding up to date goes much deeper than aesthetics. Your branding can also reflect how current your processes and technology are and even your professional knowledge.

 Even when times are hard, making this investment in yourself can be invaluable. It is a great way to create a buzz and name recognition when there aren’t many things going on that do so. There are many ways to present the new improved you to the world that can bring your name to many people who may not have come across it in a while or ever. It shows you believe you have something to offer.

 What do you do to keep your company fresh and up to date – Inside and Out?

For the past year it seems like everybody is asking the same question, “When is the economy going to get better?” We look for signs everywhere that things are changing. But, what if they are not? What if we are looking at another year just like the last? Do we sit still and wait for a sign from above, or the Wall Street Journal, or do we do something different? What if instead of doing what you have been doing, you make a commitment to do something new? Or renew a commitment to business development?

I recall a moment from last spring when a potential client asked me “If I hire you to write a business development plan, will I get a project”. My answer was simply, “I can’t guarantee that, but I can guarantee that you will do better with it than without it.” The same goes for any business development effort. You will do better with one than without.

So in these troubled times, what are you going to do to either create a win in this market or to position your firm for the future? What five things can you do now to improve your situation? Need some help?

How about:

1.       Take out your business development and/or marketing plan and analyze what is and isn’t working – then do more of what is

2.       Develop two new relationships that are key to future wins

3.       Do one thing that is PR worthy, and then get your news out there

4.       Research the newest and upcoming trends in your key market segments, become the expert

5.       Create and implement a social media plan that harnesses the power of this FREE marketing tool

So what are you going to do about it? We would love to hear from you.