Reputation Management – Velocity Media

11 June 2018

How to use bridging phrases to get your message across

Whether you are in a media interview, investor pitch, sales meeting or speaking in front of a crowd, you need to know how to handle questions and get your point across calmly and effectively.

But how do you get back on topic when a question leads you down a different path? Or when an interviewer has different intentions to you? One way is by using a bridging phrase – but beware not all bridging phrases promise an easy way to cross back over to your key messages.

So what is a bridging phrase?

A bridging phrase helps you transition from one topic to another seamlessly (if done correctly), making them valuable for any business owner, spokesperson, salesperson or professional to have up their sleeve to use when the moment requires.

The first part of the sentence needs to acknowledge what has been said or asked while still allowing the opportunity to change the subject or add information. The second part of the bridging phrase provides the chance to change the message while sounding as though you are about to deliver valuable information. In other words, you want a sentence that will help you bring the conversation back to what matters to your target audience. Here are some examples:

While it has been that way…
People have said that but…
Yes, I agree though would add…
I’m not sure that is the case, let me tell you why…
We/I take a different approach…
While that has been public opinion…
That reminds me of…
While we are on the subject…
I wouldn’t say that, but what I would say is…
Let me put that in context…
To put this in perspective…
That is a common misconception…
What is more concerning is…
What I believe is…
It has been my experience that…
I have found that…
What many people don’t know is…
What you may not be aware of is…
What people need to know is…
What our customers have found…
What this new research suggests…
The heart of the matter is…

While it sounds simple, mastering the art of bridging can take a lot of practice. As you converse today, look at how you naturally change the subject. Chances are you may say one of the following:

“So…”
“Anyway…”
“Keep in mind that…”
“However…”
“Chances are…”
“That said…”

Granted not all will be appropriate in a professional setting but it is essential to be in touch with your authentic voice. When you are, you can start experimenting with bridging phrases that sound like your natural voice or at least feel more natural to you.

Beware of bridging to avoid questions

If you want an example of someone using bridging phrases to avoid a line of questioning, listen to a journalist interviewing a politician. You will no doubt hear a few of their favourite bridging phrases like:

“What the most important point/issue here is…”
“What we need to remember is…”
“What we need to consider is…”
“Before I answer that I need to explain…”

When someone uses a bridging phrase to avoid a topic, it usually comes with no (or minimal) acknowledgement of the question asked. It is also undeniable that they are trying to spin things in a different direction – and generally for self-serving purposes not for the value of the target audience. While this approach can help to get some points across there is a high chance the journalist or interviewer will hit the issue harder in the next question they ask.

While your customers may not press you like a journalist if you bridge to avoid their questions you can lose trust and credibility in their eyes.

Try reframing the question

If you come across loaded questions or more confronting objections try reframing the question in your mind to still acknowledge and answer it, but give an answer that is more aligned with your messaging and interests.

For example, if a customer was to question “How can you justify the price of your product when [your competitor] only charges $X?” You could reframe the question to “What value can you provide that is over and above what [your competitor] offers?” You will still answer their question but from a more powerful and positive position.

The bottom line is you need to be prepared

To be able to bridge topics effectively you need to be prepared. Know what you want to get across, plan for questions and objections, have some bridging phrases ready and practice reframing questions and answering them from a more positive perspective.

Amanda

16 June 2015

The Danger In Burning Bridges

There comes a point in business when relationships end. It could be due to wrongdoing or simply outgrowing. Sometimes it’s because you end it and sometimes it’s because someone else does. How it ends though, can make all of the difference, not only to your reputation, but your bottom line, future connections, and business opportunities.

While it can be tempting (and let’s face it in some cases completely justified) to say exactly what you feel and burn bridges behind you, if you are wise, you will try to end every relationship as amicably as possible. By leaving the bridge intact, even if a little rocky, you at least still have the option to pass by again in the future if you ever need to.

In case you’re not convinced, here are some of the dangers you can face when burning bridges – regardless of whether you are in the right or the wrong.

1. The business world is small

While it can often seem as though you are dealing with a person or business in isolation, it is rarely true. The business world is small, and it’s made even smaller with online communities.

People are well connected and often with people you least expect. You never know who knows who and what influence the person you are dealing with may have over their connections now or further down the track. You also never know what future opportunities could be missed or tainted because of a strained relationship or conflict.

2. Everyone talks to someone

Everyone has at least one confidant, a sounding board who helps them work through their challenges. If you are lucky, then it is only one person, but if the situation is heated or interesting enough, it can spread like wildfire. Suddenly a lot of people know – or think they know – what has happened before you’ve even had a chance to share your side.

The trouble with conflict, bad news and scandals is that it’s juicy, it spreads wide and fast, and can take longer to die down than good news. When you decide to burn bridges and react instead of respond, you never know who is behind the person you are having challenges with. Whose ear they are whispering in, what they are saying or increasingly, what they will write on social media.

3. What you do and say can be held against you

When you are angry or upset, it can be easy to say things you either don’t mean or would normally leave unsaid. But a moment really can change everything. You never know who may be watching, listening or reading and what opinion they can form of you based on that one experience with you or impression of you.

While it is important to keep things in writing, be mindful that your tone, emphasis, and intent can and will often be misconstrued. Before you send anything ask yourself, is this a good representation of my character and what I stand for? Could this have legal ramifications? Would I be happy for this to be made public?

4. Who you burn on the way up, can burn you on the way down

In business, there are never any guarantees. You can have a booming business one day and the next, due to circumstances that may or may not be in your control, end up right back where you started.

You never know when you will need a relationship or connection again, this is why it is so important to maintain relationships at all levels of your business journey.

Yes, relationships will end, and you will outgrow suppliers, associates, and even customers. Just make sure it is done without ego or high emotion, because if you do fall, you normally see or need to lean on the same people as you climb back up.

There is no question that in business, there will be times where you will have to stand up to injustice, defend your position and point or view, and even burn a bridge or two. When you do though, do it with the full knowledge of how it will affect you and your business now, and how it could affect you in the future.

Amanda

24 March 2015

Five reasons to call your customers regularly

The way to succeed in business is to be constantly in touch with your market. The moment you lose touch with them or start making business more about you than your customers is the time you risk becoming irrelevant.

While business can get busy, and email can seem like a quicker option, nothing beats picking up the phone and engaging in conversation. Don’t think you have the time? Here are five reasons you should be making the time to call your customers regularly.

1. Uncover needs and trends

Businesses and people change over time. What they once valued or needed may no longer be valued or needed. The only way to prevent yourself from losing customers to competitors or becoming irrelevant in your industry is to be in contact with your customers and find out what is happening in their lives and businesses.

The more you genuinely care and want to help, the more they will open up to you about their struggles, worries, frustrations and challenges. This gives you valuable insight into the minds and needs of your customers and helps you find or create the right solution for them. It can also help you identify trends, and market opportunities as similar struggles and needs appear through your discussions.

2. Upsell products and services

As you uncover needs you will also uncover opportunities to upsell (increase the amount they spend), cross-sell (get them buying more) and resell (keep them coming back).

A customer won’t always think of you as their needs change and may not even be aware of the other products and services you provide. Talking to them over the phone gives you the opportunity to educate them on all of the different solutions you can provide.

3. Gain testimonials and case studies

Another key benefit of staying in touch with your customers is that you get to know the results they are achieving with your products and services. Customer testimonials and case studies are incredibly valuable in your sales process because they prove how you can help. This proof reduces the risk felt by potential customers and gives you powerful marketing messages to use.

As you are talking to your customers, casually ask them how your product or service has helped them. More often than not your customers will be flattered you value their opinion and be happy to give you a testimonial.

4. Identify improvements

Some business owners fear their customers’ feedback, so much so that it prevents them from following up after purchases. But the feedback your customers share with you, whether it is positive or negative, is the key to building a better business.

Your customers, who have experienced your products and services firsthand, will provide priceless insight into the quality, affordability, customer service and benefits you offer compared to what else is available in your industry. And if you choose to listen, help you create greater products and services that are more competitive and relevant to your market.

5. Build relationships

Never underestimate the power of a trusting business relationship. You have already invested time, money and energy into getting your customers; why not do everything in your power to keep them as well?

People want to be valued for who they are and not just how much they spend with you. A quick phone call to see how they are going is a great way to build a relationship with your customers and inspire loyalty and trust.

These days so many businesses have an agenda when they contact their customers. However, you leave an indelible mark when you call just to see how they are going.

Amanda

10 March 2015

Five tips for managing and increasing your capacity

When it comes to growing a business, there are a number of areas you need to manage and monitor closely. While most businesses watch their competitors, customers, and cash flow proactively, there is one area often forgotten until reached – capacity.

It’s a familiar story; a business owner focuses on sales to increase cash flow but has not thought about how or when they can deliver all of the new work sourced. As a result, the quality of products or services can be lower or the turnaround longer, affecting their reputation.

To ensure you don’t play the lead role in this tale, here are five tips to help you manage and increase your capacity.

1. Know how much work you can handle

The first step in working out your capacity is to know how much time it takes for you or your staff to produce and deliver the products or services you provide. Then you need to work out how much time you have designated to fulfilling customer work or orders in addition to all of the other operational tasks that keep your business running as usual each working day.

Also look at your current workload, are you servicing all of your clients successfully and meeting their expectations? What is your turnaround time like, are you meeting or stretching deadlines? Are you getting the feedback you normally do or want to? If your answer is no to any of these questions, or if you are already busy, stressed and not coping with the workload, chances are you are at or very close to your capacity.

2. Find ways to streamline

You still need to continue to bring in income so the first step is to look at how you can minimise the time spent in existing tasks. This starts by identifying ways you can streamline and systemise your processes and utilise your current team more effectively.

Also, look at how you can take on new business at your current capacity. It could be a matter of scheduling work a week or two in advance when your capacity has increased or giving a more realistic timeframe on turnaround and delivery to your customers.

3. Revisit your numbers

When you know your what your capacity is, it pays to revisit your numbers. If you are saying yes to work because you need the money, despite not having the time or ability to service expectations, then it could be time to overhaul your pricing and minimise your expenses.

While you may lose some price-focused customers by increasing your prices, you will at least have increased your income at the same capacity. This may also free up additional funds to increase your capacity by hiring more staff or outsourcing.

3. Build a flexible team

Staffing costs can be a massive expense to business owners, and for smaller businesses, a cost they can’t always afford to sustain. With this in mind, look at developing a flexible team that can help you increase capacity through busy times.

Having a trusted group of outsourced professionals on call when you need them, can help you meet your workload and increase your capacity when you need it, without ongoing staffing expenses.

4. Hire smartly

When it comes to hiring staff, give careful consideration to what positions you need to fill first and their roles. While you may need ‘doers’ to increase your capacity immediately, you will also need ‘business generators’ to cover your growing costs and fill your new capacity.

It’s at this point where you need to decide how big and fast you grow and continue to go back through the steps as you discover your new levels of capacity.

Amanda

3 February 2015

How to manage fast growth and maintain your reputation

For many entrepreneurs starting a business comes with the dream of creating a fast growing company that customers love. But as demand grows and sales soar you can suddenly be faced with some very real and different challenges that you may not have planned for in your start-up.

Sometimes all takes is one big customer, one media opportunity or one photo, status or campaign to go viral and you can be faced with a flood of enquiries and sales. To ensure you handle your growth effectively and maintain your reputation along the way here are five points to keep in mind.

1. Streamline

The more you systemise and streamline each task the quicker it will be to complete and the easier it will be to outsource or delegate to new and existing team members as your business grows.

Ideally you want to be systemising from start-up while still keeping your processes fluid enough to grow with you. This will ensure you can grow easily with minimal disruption to your business operations.

2. Delegate

When you are experiencing high growth your time needs to be spent as productively and profitably as possible. Be ruthless with your to-do list and make sure any tasks that aren’t a good use of your time is delegated to another team member or outsourced professional.

3. Manage your cash flow

Staffing and other growth expenses can put significant strain on your cash flow, and if not managed effectively can cost you your business even despite its popularity.

To prevent this, ensure you are receiving regular financial reports so you can prioritise expenses and plan around periods of low cash flow. Also be careful about the staff roles you look to fill first. While you will need support staff to get the tasks done, you will also need sales people to bring in new business to cover your growing expenses.

4. Keep marketing

While stopping your marketing may seem like a good idea during high growth periods, it can drastically affect your cash flow. With increased expenses you need to ensure you have consistent income coming in.

If you are considering stopping or slowing your marketing down, make these decisions based around your sales figures and budget forecast. Know where your leads are coming from as well as your slow periods, lead time and conversion rate.

5. Watch your capacity

To maintain your reputation you need to grow your capacity as your business grows. Make sure you can comfortably service all of your existing customers and exceed their expectations as well as any new customers you bring on board. Your existing customer base really is your gold mine; they are the best source of new business so it is important not to burn them.

Before you bring in new business or say yes to a project, ask yourself “Can I service this customer effectively and provide real value?” if the answer is yes, go for it, if the answer is no, be honest. If the answer is yes but not yet, then book the work in at a later date. While you may lose a sale, think about how much more you could lose if you can’t deliver and they tell people about their bad experience.

How do you manage your business growth?

Amanda

28 January 2015

Competitor Wars: How to Deal with Dirty Tricks

Being an entrepreneur is serious business. While some seem to thrive under the pressure of growth and competition, others harden, taking their focus off their own businesses to think up ways to sabotage their competitors.

Hiding under the cloak of anonymity their dirty tricks are many. They plagiarise your blogs, website content, promotions, newsletter, social media updates, products, services or innovations and claim it as their own.

Some open fake social media accounts to harass you through posts or subtly (and not so subtly) promote their own business on your page. Others leave scathing online reviews for products and services they haven’t even purchased, or pose as a complimenting customer to glean suppliers and trade secrets. Doing it all in an attempt to surpass you, distract you and break you.

While it can be distressing, annoying and downright unethical, the truth is you can’t control how your competitors will react. You can however, control how you respond. So before you go out and declare a full-scale competitor war, here are five tips to help you deal with their dirty tricks.

1. Feel satisfied that you are doing something right

Know that to cause such a stir and have your competitors scared you must be doing something right.

People don’t copy or get concerned about competitors with bad businesses or ideas. They get concerned about competitors with great ones. You are doing your job too well in their eyes and they don’t like it. See their jealousy as a compliment.

In fact the only time you really need to worry, is when they stop looking to you for their ideas.

2. Mind your own business

While it’s necessary to keep a check on what a competitor is doing, the minute they consume your thoughts and energy or alter your actions they’ve won. Stay focused on your business. Keep disrupting, keep innovating, and keep making your competitors uncomfortable.

3. Build your fans

I’m not talking about more social media followers here; I’m talking about actual raving fans. You want to create customers that love what you do so much they become your extended sales team and in this case your supporters and defenders.

Customers who have a strong relationship and emotional connection with you will start to notice (as will others) that your competitors are copying you or playing dirty tricks. What’s more they won’t be reserved with their opinion.

4. Respond with kindness

Use negative reviews as a way to showcase your character and customer service. There are countless examples on social media of how a complaint turned into a massive PR opportunity for a business.

Respond with kindness, show your customers why they love you and how positively you act under pressure. You will often build more rapport with your customers, fans and followers when they see you handle a negative situation positively and authentically. It will give them even more of a reason to believe in you.

5. Let them be their own undoing

People who act in desperation or greed always slip up eventually, and those who copy you will always be one step behind. So as tempting as it can be to lower yourself to their level and play their dirty games, don’t.

It catches up with them. It may not be in your time (or how you have plotted it in your head), but it does. The business world is too small for it not to.

So seek legal and business council if and when you need to, though make sure your main focus is on building your business and serving your customers.

Succeeding will always be the best revenge.

Amanda

10 November 2014

How to create more raving fans in your business

When it comes to creating raving fans in your business, great service is only the beginning. You need to be intuitive, understanding your customers’ needs, wants and expectations so you can go above and beyond to create a truly ‘wow’ experience.

Happy customers will always be your greatest sales people, but how do you get them to the point where they want to tell the world about you? Here are four steps to help you create more raving fans in your business.

1. Anticipate needs and wants

Raving fans come naturally when a business takes the time to get in the mind of their customers. When you can anticipate needs and wants, by getting to know your customers and looking into why they use your product or service, how they use it and what solutions they want as a result of it, you can create more relevant, targeted products and services.

You’ll also start to uncover what is not yet being offered that would be of benefit to your customers. Often people don’t realise what they want until it is presented to them. The more you ‘get’ or understand your customers, the more they will rave about you.

2. Understand expectations

Raving fans come from exceeding expectations, but to do that you need to know and understand what your customers’ expectations are in the first place. What do they want from your product or service? What results are they expecting to receive? What information do they need, and what level of service are they after?

Once you identify what they are expecting, you can then identify ways to exceed those expectations. It could be something standard that you do right across the board or it could be something that you tailor person to person.

3. Make their life easier

If there is one thing we all have in common it’s limited time. We are all busy, and have what seems to be a never-ending list of things to do.

But this can also work in your favour. If you can make your customers lives easier, whether it is through quicker turnaround times, an easier process, a more tailored product or service, faster results or another benefit, they are more likely to tell everyone about you.

While everyone wants to save money, in my experience you will have even greater results in saving your customers time.

4. Do more than you need to

Give your customers more than what they expect of you. It could be as simple as answering all of their questions, doing some research for them, giving them free tips or pointers, sharing additional information that may help them, providing additional training or support, or following-up to make sure they get the most value out of their purchase.

Always ask, “What can I give my customers that they would want, but can’t get anywhere else?”

How do you create raving fans in your business?

Amanda

27 October 2014

Four ways to manage your business reputation

With your business reputation directly linked to your bottom line it is important to do everything you can to build and maintain it.

While your business will inevitably take knocks from unhappy customers, mistakes you make and decisions you wish you could do-over, by following these four ways to safeguard your reputation you can still preserve your standing in the business world.

1. Be personable, not personal

A lot of people get this concept confused, especially in the online world. Keep your personal life out of your business life as much as possible. Know what you will and won’t disclose and discuss with your customers, and be mindful of who is on – and who can see, your personal social media profiles.

2. Assume that nothing is private

As a publicist I can’t tell you how many times I see private information become public. Be careful what you put out in the public sphere and who you trust with information. You can only protect your content so much.

What you write or say can be taken out of context, forwarded on to others or downloaded before you have deleted it, and programs or website changes to rules and settings can leave your information vulnerable.

The best way to protect yourself and your business is to assume that nothing online or on your devices is private. If you aren’t happy for everyone to see it, don’t send or upload it.

3. Don’t run from adversity or negative feedback

You don’t need to be a saint to maintain a good reputation. We all make mistakes; it’s what we do after that makes the difference to our reputation.

Your character is proven in how you handle adversity, conflict and negative feedback. By taking responsibility for mistakes and handling adversity and negative criticism well (whether right or wrong) not only protects your reputation, it also wins you respect, and can result in more people coming to your aid and wanting to work with you simply because of the attitude you have.

4. Monitor your reputation

As your profile builds it is important to monitor what is being said or published about you. Monitor social media, do regular searches and set Google Alerts for your name, key staff and business name. Being proactive will not only allow you to stay on top of any negative feedback, you will also be able to thank those who are referring and promoting you.

If you do find negative feedback (depending on what has been said), don’t rush to delete it or complain, it can be an opportunity to turn the situation completely around. Many businesses gain likes and customers from social media simply by acknowledging, apologising and offering a solution to an unhappy customer.

How do you manage your business reputation?

Amanda

2 August 2014

How to give people a “good feeling” about you

Like it or loathe it intuition and having a “good feeling” about someone or something can greatly impact our business decisions and the purchase decisions of our customers and potential customers.

So how do you ensure you are giving out the right vibe when you are talking to people? Here are five tips to help you give people a “good feeling” about you.

1. Be confident, friendly and approachable

People are naturally drawn to warm people and are more likely to listen to confident people, that is why being confident, friendly and approachable is the rapport building trifecta.

Not only will you be more likeable, people will feel more relaxed around you, respect your opinions and be more inclined to follow you, leaving you smiling all the way to the bank.

2. Be an expert in your industry

When you are an expert in your field, and know your products and services intimately you give better explanations, presentations, infomercials and pitches and answer those tricky questions and objections quickly and powerfully.

Nothing gives a customer or potential customer more confidence than having all of their questions answered or hearing someone knowledgeable share insight that will help them in their life or business.

3. Add value

Instead of seeing what you can get out of each person you meet, focus on how you can add value. By adding value you prove your value and your potential customers guards naturally come down.

With this approach potential customers will not only be more receptive to what you have to say, they will open up to you, making it easier to convert sales and build profitable relationships.

4. Ask questions and listen carefully

Asking the right questions and listening closely to the answers can be incredibly powerful. You can establish rapport, showcase your knowledge, increase credibility, uncover needs, and build relationships.

The more targeted and intelligent your questions are, the better the answers you receive and the easier it is to find even more ways to add value.

5. Never underestimate the power of your body language

Often the “feeling” someone will have about you will come more from what you are not saying. While you may be a smooth talker, if your body language doesn’t support what you are saying, people will question your authenticity.

If a person can’t maintain eye contact with you, covers their mouth a lot when they speak, is fidgety or seems uncomfortable, leans back and crosses their arms, or frowns a lot, chances are you are going to walk away from the meeting and not have a great feeling about the person you were talking to or how the meeting went.

However, if you are meeting with someone who maintains eye contact, faces towards you and leans in, smiles, nods and is open and animated, you will naturally warm to them.

Next time you are talking to someone ask yourself “what is my body language saying about me and is it matching my message?”

Do you use your intuition in making business decisions? What gives you a “good feeling” about someone?

Amanda

27 July 2014

Knowing when to walk away

In business we often come across opportunities, people, businesses, ideas and situations that look promising and profitable.

While some can certainly meet and even exceed our expectations, every now and again one can hand us a confronting dose of reality that can result in hard decisions and the possibility of cutting all ties.

But how do you know when to stop or when to try harder? Here are five checks to put in place so you know when it’s time to walk away in business.

1. Know what you stand for

Know who you are and what you stand for both personally and professionally. Also know what your business and brand stands for, beyond just making sales or profits.

What boundaries do you want to set around the way you work? What behaviour is acceptable and not acceptable from you, your staff, your customers, suppliers and associates? What lines are you comfortable with crossing in business and what lines will you never cross?

By establishing what you do and don’t stand for and what you will and won’t tolerate you make it easier to identify when you need to take action to prevent a situation from escalating, or when you need to cut your losses and walk away.

2. Be committed to win/win

Any business arrangement you enter into should be win/win, and equally win/win at that. If it isn’t steps need to be taken to rectify it in order to create a mutually beneficial arrangement.

To guard against possible resentment and relationship breakdowns, you need to regularly evaluate your working relationships and maintain open communication to make sure all parties are getting what they want and need.

Sometimes in relationships one party ends up giving more at times, the key is to be aware of it and manage it to ensure it balances out. If it still continues to be win/lose than it might be time to lose the relationship.

3. Keep your emotions in check

Emotions influence and impact every decision we make. For this reason it is important to be mindful about how they may be motivating or fuelling your thoughts and actions through crucial situations and circumstances.

Whatever you are dealing with examine your thought process, are you making rational arguments? Are you calm or highly emotional? Are you looking at the facts or at the hypothetical? Often some time and space from the situation can be enough for you to think a little more rationally and logically.

4. Listen to your intuition

Our subconscious mind takes in far more information than we can consciously process and can often give us little clues through our intuition to help us in our decision-making.

While we can’t recall all of the information, we will often get a ‘feeling’ that something is not quite right. Listen to it; you get this for a reason. Find out more information to evaluate the opportunity, person, business or idea properly if needed and make the decision that gives you the most peace.

5. Know your value

In order to avoid resentful and difficult situations you need to be clear on the value of your time and expertise. What you do, what you know and even who you know is valuable.

If you want to know how valuable, work out what it would cost to hire someone else to do everything you do at your level. You will soon see just how much your time is worth and how valuable your knowledge and skills really are.

Once you know your value set your price and stick to it. As tempting as it can be to chase, discount and say, “yes” to the money, it can come at a cost and sometimes even a loss to your business.

By knowing what you are worth and what you want to command you will be able to sort the good opportunities from the bad or the costly, and move away from those who don’t value you faster.

How do you decide it is time to walk away in business?