Corban & Blair - Blog

I attended an informative seminar hosted by Gadens Lawyers workplace relations team.

Stephanie Rodriguez (Mighty Media Group) presented an over view about social media and how it can work in business. This was a challenge as the audience was largely new to these media platforms. www.mightymediagroup.com.au

David Redhill CMO of Deloitte Australia gave a very excellent account of how Deloitte’s used various forms of social media it to grow their business. He outlined the processes that took the firm from being a “Sick Puppy” as dubbed by the media a few years ago TO REAL growth during the down turn over the past 3 years. This was accomplished by gathering and developing ideas from their 4500 staff, using various social media platforms including Yammer and Twitter. Staff learned about the various media as they contributed with ideas and passion. This is an inspirational case study. www.deloitte.com.au

Mark Sant and Alexia Marinos of Gadens then discussed the various implications of social media, staff behaviour and the law. There is much to be aware of when negotiating the social media space in business. www.gadens.com.au

The Westpac Women’s Markets movers and shakers- Larke, Sue and Rebecca attracted a most inspiring group of women (as they always do) to share the experiences of speaker Kylie Charlton, Managing Director of Unitus Capital.

Lunch at Aria on the Quay with a few words from the chef and Larke, before Sue introduced Kylie Charlton (in pink shirt)

In 2003, after more than 10 years in conventional investment banking, Australian Kylie Charlton set out to use her background in global capital markets to solve some of the world’s most challenging social and environmental problems.

This included arranging US$100M for microfinance institutions in India and $300M for microfinance institutions and social enterprises across Asia.

In the following six years Kylie lived in the UK and then the US, joined the international not-for-profit, Unitus Inc, in Seattle and established a team that arranged capital for microfinance institutions around the world, advised banks and investment funds on their microfinance investment strategies, and developed and raised capital for specialised investment funds.

In 2008, Kylie co-founded Unitus Capital which has since arranged more than US$100M for microfinance institutions in India and is actively raising capital in excess of US$300M for microfinance institutions and social enterprises across Asia.

While “impact investing” has little profile in Australia, in the US and Europe it is forecast to grow to US$500B in 10 years. And the global financial crisis did not curb the momentum with the top 10 microfinance investment funds growing by 32% in 2008.

Kylie returned to Australia last year to focus on the development of social investment in Australia through her Heloise Waislitz Fellowship at the Asia Pacific Centre for Social Investment and Philanthropy at Swinburne University and this year through her position as Social Investment Fellow at the Centre for Social Impact.

For more about Kylie and how investing can change the world, please click here

www.unituscapital.com

How do we learn these days? This is how our book club does it . . . it is hard to define what is learning and what is entertainment . One thing is certain it feels good, is stimulating and USEFUL.

From Jill Ruchel when she got back home to Melbourne.

“We had a great book club last night.

We discussed ‘The World Cafe’. Some of us hadn’t read it at all, none of us had read all of it, most of us had read parts or skimmed it. The interesting thing was the fundamental idea – how you can create conversations that involve and inspire many people using a cafe style model; sitting around small cafe tables, butchers paper at the ready, ready to listen effectively, take responsibility for the conversation, participate and contribute. For me the most useful chapter was that on questions and how to form questions that will open rather than close conversations (much more than just a simple ‘open questions’ model).

Gillian recounted using some of the methods at her work – asking each of her staff to come prepared with a 3-4 minute presentation on a specific area of social media. The result was extraordinary – people were inspired and energised. It changed the whole atmosphere of the place.

As usual the food was good and the company better. We evolved into looking at some of the online initiatives we have been taking, like Kate’s new Facebook page, Kate’s website in progress, (stemgifts.com.au) Gillian’s website, and Susie’s new website (yes Susie’s – we insisted that it was ready to launch and she didn’t have to wait any longer). That’s an achievement in a year! I was pleased to show a new website I am working on for a client, with a groovy little character who walks across the scene. Fun!

Susie and I had a great conversation about the information products she could create from her business, and Gillian and Kate pored over Kate’s new Facebook page, sharing tips and demonstrating new features.

We realised that there was much to be gained out of sharing what each other has learned. I can’t remember whether we finally decided on doing the book ‘Drive’ by Daniel Pink, or having our next session showing each other all our new online skills and achievements. 
A truly great evening. Hope you all can make the next one. Thanks again for the delicious dinner and the lovely venue’

* Frances was not there but this is her contribution “Just to add to the mix… here is an article on home pages – why they are not as important as we think they are”

http://www.cmswire.com/cms/web-engagement/web-design-the-decline-of-the-homepage-007269.php?awt_l=IYwNF&awt_m=1fFzFxJmB4n0sm

* Bobbi who could not attend either as she is putting the finishing touches to her new website. I have seen it – and it is fabulous.

www.mahlabmedia.com.au

Having intelligent inspiring friends is just great. Anyone else have friends like mine?

Has anyone further feedback, ideas or other places to learn and be inspired?

The Connectnow Conference held in Sydney 7-9th April was great. Paulette & I went from Corban & Blair. We found it informative thought provoking with broad implications across all the social media platforms we use and interact with.

Exceptionally interesting were Darren Rowse@problogger (Australian) and Gary Vaynerchuk@garyvee (American). They stood out (others we good also) for their ideas, tenacity, passion and generosity. Both are worth having a look at.

We took away things like- know what your purpose and goals are, LISTEN and know what is happening out there, learn from the success of others, be useful, build a community- extend your community onto further platforms, be personal, tell stories, be unique, leverage what you have, craft your content, be transparent, be consistent and prolific -just get out there learn, adapt and improve as you develop and achieve your goals. Authenticity matters if you want a “real” community, as does transparency and the equity you can build into your brand.

This was just a snippet of the conference offerings.

If you have suggestions of other conferences, blogs, books, people we should look into let us know. Like most other successful creative businesses we are learning and making it up as we go.

Any wisdom you have to share would great. Just put it in the comment box and we will respond

See Connectnow.net.au for information on the other speakers.

Suggestions from Maggie Videan- Customer Service Consultant

Being able to delight customers is an under-valued and under developed business strategy.

Success lies in the experience your business creates for every customer ‘touch point’.

What choices do you make when you relate to a customer? Chances are your decisions will determine the relationship you have within the organisation, the people, or person you deal with.

The art of engaging with customers

Build great experiences; create positive interactions and constructive outcomes for your customers by ‘engaging’ with each one on an interpersonal level. This is a ‘no brainer’; it simply means smile, maintain eye contact, be warm, ask questions, offer suggestions and be responsive to needs.

The old adage ‘you can’t please all the people, all the time’ is true. It is also true that we get on with some people better than we do others. However, in dealing with customers, it is imperative we learn to keep our preconceptions or likes and dislikes to ourselves and relate to each and every person with respect and recognition. This creates rapport, which is in turn a cornerstone for developing ongoing relationships and brand loyalty.

Word of mouth and recommendations are the most effective marketing tools available to your business. People remember when they felt good in a business transaction and are usually happy to share this with others.

Value the complaint and the complainer

None of us like to receive complaints, nor are people who complain very pleasant when voicing their displeasure or concerns. Customers are not always well informed, can be under stress or simply not appreciate the constraints your business may have to work within.

Ideas to consider for positive outcomes

Listen. Stop what you are doing and pay full attention to the customer, trying to appreciate exactly what they want from you.

Stay calm; reassure the customer you have their best interests at heart;

Offer solutions; avoid quoting the rule book and don’t sweat the small stuff!

Paraphrase to review salient points and to ensure both parties understand the situation.

Most customers will develop loyalty if someone from the organisation attempts of fix their problem (even if not completely to their total satisfaction) in a timely and genuine manner.

There is a statistic bantered around in customer service theory, that states ‘for every one customer that complains, 27, don’t say a word!’ The implication to your bottom line of all those unhappy customers who haven’t communicated their displeasure – is staggering!

Remember, it is more cost effective to keep your customer than to create a new one!

Drive by Daniel H. Pink

Drive looks at the best way to motivate ourselves and others. We are hooked on the notion that it is all about the carrot and stick- this seems to be far from the truth. “The secret to high performance and satisfaction- at work, at school and at home- is the deeply human need to direct our own lives, to learn and create new things, and to do better by ourselves and our world.”

In Drive, Pink examines the three elements of true motivation- autonomy, mastery and purpose. He offers smart and surprising techniques for putting these into action.

A few years ago Pink also wrote the fabulously successful A Whole New Mind which had a huge influence how we developed business and product strategies at Corban & Blair. We are big fans.

Trade Fairs are a time to meet up with family members (our interstate agents) lots of colleagues and friends, and share industry gossip and ideas.

The Life in Style trade show this year has many gorgeous things.

We are showcasing new life style ranges, our Poems to Share cards-a collaboration with the Red Room Company (www.redroomcompany.org/).

Along with items for kids and of course albums, journals and stylish frames. The photos below are taken with my iphone not the best quality but will give an idea of our stand.

Kids Ranges

Life Style Ranges

The family- Amanda, Adam ( Melbourne) Helena (HongKong)

Wall of frames

What is reasonable to expect of business owners who have made an appointment with you and do not turn up or cancel at the very last minute?

I ask myself this question every time we launch new products.

There is tendency for some independent retailers to ignore the fact they have made appointments. Are they rude and disrespectful, are they unaware of what sellers do to support them, do they not consider everyone has time, cost and personal issues. Do they not know how to manage their appointment books?

This trend among them (it happens to all companies and all around Australia) is not professional. It is sloppy, disrespectful and indicates that in a business relationship they likely to be ’flakey’. Buyers and sellers have a partnership -they are in it together. They need to work together on initiatives that keep costs down and revenue up.

I think this is a serious issue. Professionalism at all levels of the economic chain is important, especially among small businesses who need as much support as they can get.

The difference between our successful and established retailers is huge. They understand about doing business, they know it is a partnership and relationships matter and working together gets better results.

It would be wise for those who cannot manage their appointment books to look around and note what makes a successful retailer. Among many other things it is respect and understanding the value of trusted business relationships.