Fault vs. Responsibility – in a service business.

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At Sircle Media, we are a service-based business working within the social media industry. I tell my team that we all have a responsibility to ourselves, to our company and to our clients to take ownership of any situation and deliver hard work and great service at all times. It doesn’t mean the customer is always right and in fact, they are often wrong in their approach and treatment of situations with us.

The reality is that most people struggle with managing their own work, let alone people under them or agencies that are serving them. Most people don’t respect authority and don’t know how to be their best selves or to deploy empathy and understand the other side of the conversation. If you want to be “a boss” when it comes to customer service, then you need to dare to be different.

I encourage my team to lean into the issues and never shy away from them.  To be vocal and confident and not cower and acquiesce just to play nicely. We work hard to make sure our clients are happy, but at times the path to happiness might be bumpy and unpaved. Some clients don’t want to be told what to do or that they need to improve on their end and as a result, they have a high churn rate with agencies. They won’t change and so the vendor is the one to go automatically. They place fault on the outsider rather than taking responsibility to fix it.

It is on us then to dig deeper, be even more solid in our work product and communication and to win through taking responsibility and owning our own actions.  When we do that, we are on the right side of history with each relationship and we will win much more than we lose. Those are just the facts.

I love this little rant about fault vs responsibility from Will Smith. I think it applies to our work with clients and is a great guide for life in general. Things happen to you personally and professionally all the time. The question is, how will you respond and fix the situation?

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Instagram POV – Q1 2018

On this episode, I talk about the current state of affairs on Instagram. Organic reach in the feed is way down and brands need to be smarter about how they are adjusting to that fact. Some quick takes:

1- Posting more, is not the answer. In fact, it seems to accelerate the fall off in organic reach and impressions.

2- Stories are the jam. If you want to post more, just post there instead and watch the numbers.

3- Video View campaigns are cheap and effective.

Instagram is the place to be for brands, but the game has changed a bit for sure. Don’t be romantic about what got you here (i.e. Instagram Follower count, measuring likes and comments per post) and instead, go to where things are moving.

 

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On navigating Amazon as a brand…

On this edition of Sircle Sessions, we talk about navigating Amazon from a brand or seller POV.  It is not a set it and forget it environment and if you treat it that way you will not have much success.

There are a lot of things to consider, starting with how you are listed, how you fulfill and what type of financial arrangement you want to have with the mothership.  You need an expert (either internal or external) to help you navigate this effectively or you will not dominate. Give it a listen and let us know what you think.

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POV on Instagram Stories – March 2018

On this episode, I talk about the compelling stats behind Instagram Stories.  Some compelling stats:

- 300 million active daily users

- Over 1/3 of Instagram users are viewing Stories daily

- Snapchat Story views have declined 15-40% since Instagram launched their Stories product

- Major Snapchat influencers are now posting 2x more on Instagram Stories than on Snapchat

- 1 in every 5 organic Stories earns a direct message (proving consumption is happening)

- Daily consumption of Instagram has skyrocketed since the launch of Stories (raising the tide for the whole platform)

If you aren’t taking Stories seriously, you need to recalibrate. This is a real platform in and of itself and should probably be the first focus when using Instagram and not in the second position. Experimenting with organic and paid Stories efforts will prove out the be far more beneficial than sweating the organic reach and like count on each Instagram post. That serves a purpose too, of course, but is less of a driver than before.

Invest in Stories more now and take advantage of the good times, before that starts to change for the worse and they less value. Don’t sit on the sidelines reading yesterday’s news. Grab your phone and start telling your brand’s story…

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