First Impressions.
April 29, 2024
The old adage "You only get one chance at a first impression" resonates deeply because initial encounters often set the tone for future interactions. Whether it's meeting new people, representing oneself, or introducing an institution like a school or district, those initial moments hold significant weight. Our community, consciously or subconsciously, forms opinions based on these first impressions, which can influence their perceptions and interactions going forward.
Consider a school, for instance. The community's first impression might be formed during open house events, parent-teacher conferences, or even just passing by the campus. How welcoming is the environment? Are staff members approachable and knowledgeable? Is the facility well-maintained? These impressions can shape parental involvement, student morale, and overall community support.
However, it's essential to recognize that first impressions aren't always entirely accurate reflections of reality. Sometimes they're rooted in biases or incomplete information. For instance, a school might have a well-earned reputation for academic excellence, but if its facilities appear rundown from the outside, some may unfairly assume otherwise. Conversely, a brand-new building might project an image of modernity and sophistication, masking underlying issues.
Navigating the complexities of first impressions requires mindfulness and authenticity. It's about presenting oneself or one's institution truthfully while also being proactive in managing perceptions. This could involve strategies like highlighting strengths, addressing weaknesses transparently, and actively engaging with the community to foster trust and understanding.
Ultimately, while first impressions matter, they're just the beginning of a relationship. What truly matters is the ongoing effort to build rapport, demonstrate integrity, and deliver on promises over time. By doing so, we can bridge the gap between initial perceptions and reality, forging stronger connections within our communities.
So, how can we boost our initial impression score? One effective approach is to scrutinize our operation from an external perspective. Ignoring the reality that people form judgments upon first encounters is a mistake. The truth is, we all rely on visual cues when forming first impressions. Something to ponder.
April 29, 2024
The old adage "You only get one chance at a first impression" resonates deeply because initial encounters often set the tone for future interactions. Whether it's meeting new people, representing oneself, or introducing an institution like a school or district, those initial moments hold significant weight. Our community, consciously or subconsciously, forms opinions based on these first impressions, which can influence their perceptions and interactions going forward.
Consider a school, for instance. The community's first impression might be formed during open house events, parent-teacher conferences, or even just passing by the campus. How welcoming is the environment? Are staff members approachable and knowledgeable? Is the facility well-maintained? These impressions can shape parental involvement, student morale, and overall community support.
However, it's essential to recognize that first impressions aren't always entirely accurate reflections of reality. Sometimes they're rooted in biases or incomplete information. For instance, a school might have a well-earned reputation for academic excellence, but if its facilities appear rundown from the outside, some may unfairly assume otherwise. Conversely, a brand-new building might project an image of modernity and sophistication, masking underlying issues.
Navigating the complexities of first impressions requires mindfulness and authenticity. It's about presenting oneself or one's institution truthfully while also being proactive in managing perceptions. This could involve strategies like highlighting strengths, addressing weaknesses transparently, and actively engaging with the community to foster trust and understanding.
Ultimately, while first impressions matter, they're just the beginning of a relationship. What truly matters is the ongoing effort to build rapport, demonstrate integrity, and deliver on promises over time. By doing so, we can bridge the gap between initial perceptions and reality, forging stronger connections within our communities.
So, how can we boost our initial impression score? One effective approach is to scrutinize our operation from an external perspective. Ignoring the reality that people form judgments upon first encounters is a mistake. The truth is, we all rely on visual cues when forming first impressions. Something to ponder.
Transforming Workplaces Through Internal Customer Service
April 23, 2024
Understanding the concept of internal customer service entails recognizing the diverse range of individuals constituting our organizational ecosystem. An internal customer extends beyond traditional boundaries, encapsulating colleagues within our district, departments, or even separate campuses interconnected within our organization. Internal customer service encompasses a spectrum of activities, and an array of interconnected services crucial for seamless operations. By acknowledging and prioritizing the needs of internal customers, organizations foster a culture of collaboration, mutual support, and operational efficiency, essential for sustained success and growth.
Effective communication stands as a cornerstone in cultivating strong relationships with internal customers within our organization. The essence of internal customer service lies in treating our colleagues with the same level of professionalism, respect, and attentiveness as we would extend to our external customers. By adopting this mindset, we not only enhance the internal work environment but also play a pivotal role in driving organizational success.
By embracing the principles of effective customer service within our internal operations, we lay the foundation for improved interdepartmental cooperation, streamlined workflows, and a culture of mutual support. This, in turn, translates into tangible benefits for our external customers, as the organization operates cohesively and delivers a consistently high level of service.
By recognizing the interconnectedness between internal and external customer satisfaction, we elevate the overall reputation and performance of the district. Through seamless communication channels and a shared commitment to service excellence, we create an environment conducive to innovation, growth, and sustained success.
In essence, internal customer service is not merely a transactional concept but a strategic imperative that underpins organizational effectiveness and competitiveness. By fostering a culture of communication, collaboration, and customer-centricity within our internal network, we pave the way for enhanced productivity, heightened employee satisfaction, and ultimately - greater value delivery to our external customers.
April 23, 2024
Understanding the concept of internal customer service entails recognizing the diverse range of individuals constituting our organizational ecosystem. An internal customer extends beyond traditional boundaries, encapsulating colleagues within our district, departments, or even separate campuses interconnected within our organization. Internal customer service encompasses a spectrum of activities, and an array of interconnected services crucial for seamless operations. By acknowledging and prioritizing the needs of internal customers, organizations foster a culture of collaboration, mutual support, and operational efficiency, essential for sustained success and growth.
Effective communication stands as a cornerstone in cultivating strong relationships with internal customers within our organization. The essence of internal customer service lies in treating our colleagues with the same level of professionalism, respect, and attentiveness as we would extend to our external customers. By adopting this mindset, we not only enhance the internal work environment but also play a pivotal role in driving organizational success.
By embracing the principles of effective customer service within our internal operations, we lay the foundation for improved interdepartmental cooperation, streamlined workflows, and a culture of mutual support. This, in turn, translates into tangible benefits for our external customers, as the organization operates cohesively and delivers a consistently high level of service.
By recognizing the interconnectedness between internal and external customer satisfaction, we elevate the overall reputation and performance of the district. Through seamless communication channels and a shared commitment to service excellence, we create an environment conducive to innovation, growth, and sustained success.
In essence, internal customer service is not merely a transactional concept but a strategic imperative that underpins organizational effectiveness and competitiveness. By fostering a culture of communication, collaboration, and customer-centricity within our internal network, we pave the way for enhanced productivity, heightened employee satisfaction, and ultimately - greater value delivery to our external customers.
Be a storyteller
April 18, 2024
Being a storyteller is rather simple. Whenever we convey something positive about our organization, aren't we essentially spinning a tale? The crucial aspect is to consistently narrate our story. Utilize every opportunity to spread something remarkable! It never ceases to astound me how numerous individuals are eager to recount stories on our website or via social media, yet in face-to-face interactions, we often become reticent when presented with a receptive audience.
The next time you're out and about, and someone poses the question, "How’s it going?" resist the urge to reply with the standard response. What's that response? Usually, it's related to our busyness. Rather than seizing the chance to weave a narrative about your organization, you merely indicated your busy schedule. It's a missed opportunity for marketing!
I always advise my clients to keep at least three positive aspects of their organization readily available for discussion. With these at hand, storytelling becomes effortless. So, if you ask me, "How's it going?" I might respond:
Storytelling comes naturally. Create your repertoire of upbeat tales for instant sharing. I frequently recommend having a minimum of three, but once you delve into it, your collection might expand. Don't miss out on any marketing openings. Embrace the storyteller within.
In summary, becoming a skilled storyteller is straightforward. Compile a wealth of positive anecdotes ready for sharing. Never let any marketing opportunity pass you by; instead, embrace the storyteller within you.
April 18, 2024
Being a storyteller is rather simple. Whenever we convey something positive about our organization, aren't we essentially spinning a tale? The crucial aspect is to consistently narrate our story. Utilize every opportunity to spread something remarkable! It never ceases to astound me how numerous individuals are eager to recount stories on our website or via social media, yet in face-to-face interactions, we often become reticent when presented with a receptive audience.
The next time you're out and about, and someone poses the question, "How’s it going?" resist the urge to reply with the standard response. What's that response? Usually, it's related to our busyness. Rather than seizing the chance to weave a narrative about your organization, you merely indicated your busy schedule. It's a missed opportunity for marketing!
I always advise my clients to keep at least three positive aspects of their organization readily available for discussion. With these at hand, storytelling becomes effortless. So, if you ask me, "How's it going?" I might respond:
- "Great! This morning, I received an email from a participant in one of my customer service workshops. They expressed their enjoyment of the presentation and shared how much it has benefited them in their role! It truly brightened my day." (This could spark further inquiries about my workshops, availability, pricing, etc.) Marketing opportunity seized!
- "Exciting news! I've just completed drafting a comprehensive communications plan for one of my clients. We're eagerly anticipating implementing it!" (This could open up a dialogue about the purpose of a communication plan, its components, and the benefits it could offer them.) Marketing opportunity seized!
- “Not bad at all! Currently, I'm preparing to moderate a PR panel discussion scheduled for next month at a prominent conference." (This could prompt inquiries about the conference, the panel's topic, its location, and more.) Marketing opportunity seized!
Storytelling comes naturally. Create your repertoire of upbeat tales for instant sharing. I frequently recommend having a minimum of three, but once you delve into it, your collection might expand. Don't miss out on any marketing openings. Embrace the storyteller within.
In summary, becoming a skilled storyteller is straightforward. Compile a wealth of positive anecdotes ready for sharing. Never let any marketing opportunity pass you by; instead, embrace the storyteller within you.
How do leaders improve their PR skills?
March 29, 2024
I speak a lot about people relationships. I’ve always felt that the acronym PR, usually short for Public Relations, should really be People Relationships. The way that we treat people, reflects on the perception the public has towards us and our organization. It also reflects on how our own employees appraise their respect for us. It’s important that our employees make a difference with customers in a positive way. This improves our corporate culture. Looking internally, what can we as leaders do to improve or reinforce our PR skills?
I’ve always loved the phrase access-approachable. It’s a phrase that has a double interpretation, but a single meaning. When you look at access, ask yourself, “do people have access to me?” If they do have access, how approachable are you? I have worked with leaders in the past that thought just because they were listed on the organizations contact page, they were access-approachable.
Being access-approachable is far more than that. You always want people (employees and customers) to feel like they are welcome. You want them to know that their opinion matters. You want them to know that your door is always open. No matter what level or position you are, if your focus is on people, you can be access-approachable.
Corporate culture thrives when you focus on people relationships. It’s easy to treat people with respect, to listen, and to portray a positive attitude. Most of us would have to work extra hard in order to do the opposite. Being access-approachable is one way to improve corporate culture, and maybe, just maybe, we’ll improve a little bit of ourselves as well.
March 29, 2024
I speak a lot about people relationships. I’ve always felt that the acronym PR, usually short for Public Relations, should really be People Relationships. The way that we treat people, reflects on the perception the public has towards us and our organization. It also reflects on how our own employees appraise their respect for us. It’s important that our employees make a difference with customers in a positive way. This improves our corporate culture. Looking internally, what can we as leaders do to improve or reinforce our PR skills?
I’ve always loved the phrase access-approachable. It’s a phrase that has a double interpretation, but a single meaning. When you look at access, ask yourself, “do people have access to me?” If they do have access, how approachable are you? I have worked with leaders in the past that thought just because they were listed on the organizations contact page, they were access-approachable.
Being access-approachable is far more than that. You always want people (employees and customers) to feel like they are welcome. You want them to know that their opinion matters. You want them to know that your door is always open. No matter what level or position you are, if your focus is on people, you can be access-approachable.
Corporate culture thrives when you focus on people relationships. It’s easy to treat people with respect, to listen, and to portray a positive attitude. Most of us would have to work extra hard in order to do the opposite. Being access-approachable is one way to improve corporate culture, and maybe, just maybe, we’ll improve a little bit of ourselves as well.
Begin each day with a plan of action you made the day before
March 13, 2024
I hear from people all the time how busy they are. I’m busy. How about you? A great time management tip I learned years ago was to begin each day with a plan of action you made the day before. This is not only a great time management tip, but also a test of your personal discipline.
I’m a list guy. I have them on my phone, on sticky notes, in my note book, and other places around my desk. At the end of each day, I look at all those “To Do’s” and prioritize which ones I need to accomplish the next day. Since my creativity level is better in the morning, I always try to knock out those items first. Then I look at those things that I can do and quickly knock out. Doing that makes the next day so much easier.
I can start the day with a plan of action. I know what I have to do today. Everyone gets a feeling of accomplishment when they check things off their list. Will there be interruptions? Sure! That’s a part of doing what we do. Make sure you put that interruption on your list and check it off when you are done.
Have the discipline to begin each day with a plan of action you made the day before. You’ll be surprised how much smoother your day will go. You’ll also get a great feeling of accomplishment when you see the list shrink.
March 13, 2024
I hear from people all the time how busy they are. I’m busy. How about you? A great time management tip I learned years ago was to begin each day with a plan of action you made the day before. This is not only a great time management tip, but also a test of your personal discipline.
I’m a list guy. I have them on my phone, on sticky notes, in my note book, and other places around my desk. At the end of each day, I look at all those “To Do’s” and prioritize which ones I need to accomplish the next day. Since my creativity level is better in the morning, I always try to knock out those items first. Then I look at those things that I can do and quickly knock out. Doing that makes the next day so much easier.
I can start the day with a plan of action. I know what I have to do today. Everyone gets a feeling of accomplishment when they check things off their list. Will there be interruptions? Sure! That’s a part of doing what we do. Make sure you put that interruption on your list and check it off when you are done.
Have the discipline to begin each day with a plan of action you made the day before. You’ll be surprised how much smoother your day will go. You’ll also get a great feeling of accomplishment when you see the list shrink.
Everything you write is a permanent record of your professionalism
February 21, 2024
Years ago, when I was still in elementary school, one of my teachers said something very profound that I still remember today. She said “Everything you write is a permanent record of your professionalism”. Then, as a 4th grade student at St. Kevin’s School outside of Philadelphia, that didn’t mean a whole lot. Now, as an adult and professional PR practitioner, that statement sure means a whole lot more.
If you think about all the times per day we put something in writing, do we really stop and think before we send that e-mail or post that Tweet? As we see the demise of many whose social media posts have caused their careers to take a downward spiral, what can we learn from that? Remember that everything you write is a permanent record of your professionalism. Simple as that.
Since I’m an old school kind of PR guy, I’m not fond of abbreviations and acronyms that are commonplace in the world. I do like “by the way” instead of BTW. I still like to see someone write “Dear Brad” when they send me an e-mail. I still like to put “Sincerely” or “Best regards” at the end of my notes.
All of us are in a hurry. We have deadlines. We have too many things to do. We are always short on time. When we respond to someone, make sure that we take the time to read all the details before we answer in print. If we are in a rush and don’t have time to thoroughly read an incoming letter, then don’t reply until you can provide an educated and professional response.
I have heard it said that a single moment of weakness can change the way people perceive you or your organization. This goes back to that old saying that “first impressions are lasting impressions.” Our associates, our superiors, and our customers all judge us by the impression we make. Make sure that your impressions just like everything you write, IS a permanent record of your professionalism!
February 21, 2024
Years ago, when I was still in elementary school, one of my teachers said something very profound that I still remember today. She said “Everything you write is a permanent record of your professionalism”. Then, as a 4th grade student at St. Kevin’s School outside of Philadelphia, that didn’t mean a whole lot. Now, as an adult and professional PR practitioner, that statement sure means a whole lot more.
If you think about all the times per day we put something in writing, do we really stop and think before we send that e-mail or post that Tweet? As we see the demise of many whose social media posts have caused their careers to take a downward spiral, what can we learn from that? Remember that everything you write is a permanent record of your professionalism. Simple as that.
Since I’m an old school kind of PR guy, I’m not fond of abbreviations and acronyms that are commonplace in the world. I do like “by the way” instead of BTW. I still like to see someone write “Dear Brad” when they send me an e-mail. I still like to put “Sincerely” or “Best regards” at the end of my notes.
All of us are in a hurry. We have deadlines. We have too many things to do. We are always short on time. When we respond to someone, make sure that we take the time to read all the details before we answer in print. If we are in a rush and don’t have time to thoroughly read an incoming letter, then don’t reply until you can provide an educated and professional response.
I have heard it said that a single moment of weakness can change the way people perceive you or your organization. This goes back to that old saying that “first impressions are lasting impressions.” Our associates, our superiors, and our customers all judge us by the impression we make. Make sure that your impressions just like everything you write, IS a permanent record of your professionalism!
Change your communications strategy
February 7, 2024
Boy, that sounds like a lot of work huh? You spent so much time putting together your plan, it’s a done deal right? How about if it’s not working? Many organizations continue working the plan instead of working a plan.
Your strategy, your plan - it’s a good idea to change it when your objectives or business climate has changed. Your strategy should amplify and support your goals. Your strategy should demonstrate the success of what you do. Your strategy should allow you to effectively engage with your customers. Your strategy should help you achieve your organizational goals.
Change your communications strategy when it’s not working. It may cause you some extra time, but the payoff will be well worth it.
February 7, 2024
Boy, that sounds like a lot of work huh? You spent so much time putting together your plan, it’s a done deal right? How about if it’s not working? Many organizations continue working the plan instead of working a plan.
Your strategy, your plan - it’s a good idea to change it when your objectives or business climate has changed. Your strategy should amplify and support your goals. Your strategy should demonstrate the success of what you do. Your strategy should allow you to effectively engage with your customers. Your strategy should help you achieve your organizational goals.
Change your communications strategy when it’s not working. It may cause you some extra time, but the payoff will be well worth it.
Discover the art of public speaking
January 24, 2024
All of us are experts at what we do, but are we experts at the way we present our ideas? How comfortable are you talking in front of a crowd? Some people get scared, others nervous, and some are incredibly adept!
One of the things I found that makes a difference is confidence. It’s always good to remember first that you are an expert, and the reason you have been chosen or invited to speak to a group of peers or other audience is because you are an expert! Think about that. That right there should give you the assurance you need to start your presentation with confidence.
Capture the audience right from the start. So many times I see presenters lose the audience with too long of a prequel or an overly long autobiography. Remember, you are an expert. You don’t have to spend a lot of time selling yourself. Spend that time getting folks excited about what you are going to say. I like to always tell participants one or two important ideas that they are going to take with them when the presentation is over. Now that you have provided an expectation and an attention getter, people will pay attention to see if you are going to deliver.
Public speaking does not always have to be formal. Think of how many times you may be asked to provide an impromptu talk. These are great learning opportunities. Use the same guidelines, remember you are an expert. Remember to tell one or two important ideas. Never forget to speak slowly, clearly, and with confidence. No matter if the audience is large or small, make eye contact. People will connect with you better if you look directly at them. Take turns with each sentence and direct your body and eyes to a single person when you are making a point with emphasis.
Public speaking is a skill that can be learned. It is a skill that is incredibly important for career advancement. Public speaking is the best way to demonstrate your knowledge and expertise!
January 24, 2024
All of us are experts at what we do, but are we experts at the way we present our ideas? How comfortable are you talking in front of a crowd? Some people get scared, others nervous, and some are incredibly adept!
One of the things I found that makes a difference is confidence. It’s always good to remember first that you are an expert, and the reason you have been chosen or invited to speak to a group of peers or other audience is because you are an expert! Think about that. That right there should give you the assurance you need to start your presentation with confidence.
Capture the audience right from the start. So many times I see presenters lose the audience with too long of a prequel or an overly long autobiography. Remember, you are an expert. You don’t have to spend a lot of time selling yourself. Spend that time getting folks excited about what you are going to say. I like to always tell participants one or two important ideas that they are going to take with them when the presentation is over. Now that you have provided an expectation and an attention getter, people will pay attention to see if you are going to deliver.
Public speaking does not always have to be formal. Think of how many times you may be asked to provide an impromptu talk. These are great learning opportunities. Use the same guidelines, remember you are an expert. Remember to tell one or two important ideas. Never forget to speak slowly, clearly, and with confidence. No matter if the audience is large or small, make eye contact. People will connect with you better if you look directly at them. Take turns with each sentence and direct your body and eyes to a single person when you are making a point with emphasis.
Public speaking is a skill that can be learned. It is a skill that is incredibly important for career advancement. Public speaking is the best way to demonstrate your knowledge and expertise!
Enthusiasm is contagious
January 10, 2024
Emotional contagion is when negative emotions exert a more powerful effect in social situations than positive ones. Our brains are powerful tools. They are stimulating machines designed to detect and respond to a wide range of intentions on the part of other people. Make sense? PR folks deal with negative emotions all the time. From disgruntled employees, irate customers, and overzealous reporters. Our quest for keeping a positive perspective or putting the right weave on an issue is what makes our job fulfilling.
It is hard to stay positive at times but it is something that all of us do. With negativity sometimes flying at us at the speed of light, we all need to work overtime to control and monitor our own behavior or else we will simply respond and react to the behavior of others. Staying positive in all situations is so important. The more enthusiastic we are, the easier it is to discount negativity. The more enthusiastic we are, the easier it is to get along with others. Enthusiasm is contagious!
January 10, 2024
Emotional contagion is when negative emotions exert a more powerful effect in social situations than positive ones. Our brains are powerful tools. They are stimulating machines designed to detect and respond to a wide range of intentions on the part of other people. Make sense? PR folks deal with negative emotions all the time. From disgruntled employees, irate customers, and overzealous reporters. Our quest for keeping a positive perspective or putting the right weave on an issue is what makes our job fulfilling.
It is hard to stay positive at times but it is something that all of us do. With negativity sometimes flying at us at the speed of light, we all need to work overtime to control and monitor our own behavior or else we will simply respond and react to the behavior of others. Staying positive in all situations is so important. The more enthusiastic we are, the easier it is to discount negativity. The more enthusiastic we are, the easier it is to get along with others. Enthusiasm is contagious!