Tuesday Tip #3: Use Fabulous Fonts

Fonts. Oh how we love you! You can be fun, creative, dramatic, silly, or sarcastic. You can deliver a vibe without using many words at all. You are a style of artwork that we can never ever get enough of. 

Yes, fonts are the pinnacle of great design. So explore them. Use them. Get wild with them! Don’t fall into the trap of thinking that Impact, Papyrus, or … dare we even say ... Comic Sans (eeeeeek!) are the only options you have to work with. There’s an abundance of free fonts out there, available for you to download and use in your marketing!    

HubSpot recently shared a list of 15 Of The Best Calligraphy Fonts You Can Download For Free. You can check it out here.

Remember, your font choice speaks volumes so choose wisely. Differentiate your marketing by using fabulous fonts! 

Every Tuesday we share easy and actionable advice you can take to refresh your current marketing plan. Follow us on Facebook and Instagram to see more!  

#LMGTuesdayTips

Tuesday Tip #2: Communicating With Your Customers

We all have different preferred methods of contact. As a business owner, you’re most likely already stretched pretty thin so it’s important to ensure you’re not setting yourself up to fail by advertising contact methods you can’t keep up with. For example, if you give your customers the option to message you on Facebook, you better be checking those messages regularly (and replying to them). An unanswered inquiry or question can easily result in a lost lead or customer. 

1. CHOOSE WISELY.

Choose your methods of contact based on your ability to monitor and reply quickly and efficiently. If you own a construction company and frequently visit job sites throughout the day, you may prefer clients contact you via phone rather than email for the sake of convenience. Regardless of your preferred method of contact, one thing is for sure … you need to tell your customers what it is!

2. NIX THE CHANNELS YOU CAN'T HANDLE.

Disable methods of contact that you are unfamiliar with or do not think you can manage appropriately. For example, if you are rarely on Facebook yet have Messenger enabled on your business page, you may want to consider removing that feature. Remember, you never want to leave people hanging for long periods of time after they reach out to you.

3. UTILIZE AUTO-MESSAGES.

If you can’t disable certain methods of communication, set up an auto-message that will provide inquirers alternative options for contacting you. If you are planning a vacation or some time off from work, remember to set up an auto-reply for your email. Again, it’s all about setting appropriate expectations for leads and customers. 

Every Tuesday we share easy and actionable advice you can take to refresh your current marketing plan. Follow us on Facebook and Instagram to see more!  

#LMGTuesdayTips

Tuesday Tip #1: Earning Trust On Your Website

Earning the trust of your website visitors is paramount … especially if you’re selling a product or service online! SSLs.com recently shared these three tips for building trust on your pages: 

1. BE PURPOSEFUL.

Each page needs a clear purpose to avoid confusion. Remember, users expect instant gratification. If they’re baffled over how to take action on your pages, they will quickly leave.

2. EXPLAIN SAFETY.

Any legitimizing security information (i.e. protection through a third party SSL or payment gateway) needs to be explicitly stated.

3. BE APPROACHABLE.

Your contact information should be easy to locate. Your visitors want to know they’re dealing with real human beings. 

[To see the full article and infographic, click here.]

BONUS TIP!

One tip LMG always gives our clients is to personalize a website as much as possible. Present an inspiring About Us page. Showcase photos of yourself (and your team). Include real life testimonials. If a website visitor feels like they already know you before doing business with you, the chances of them actually doing business with you are much greater!

Every Tuesday we share easy and actionable advice you can take to refresh your current marketing plan. Follow us on Facebook and Instagram to see more!  

#LMGTuesdayTips

6 Tips To Avoid Being Voted “Most Hated” In the Workplace

Let’s take a moment to talk about professional courtesy. Scratch that. Let’s just talk about plain courtesy. Throughout the course of my career, I have been in positions where I got to speak and work with customers, clients, coworkers, and agents from other companies … and the list goes on. Bottom line, I have become a self-taught expert in dealing with people. So here is my question: at what point did it become acceptable for people not to be courteous? I do not expect everyone to be Susie Sunshine all day, every day. I understand that people have bad days. However, there are some basics that I would think are just standard and not that difficult to abide by. In this blog post, I’m going to share my six tips to avoid being voted “Most Hated” in the workplace!

1. Show up.

Sounds pretty simple, right? In the managerial positions I have held, a huge peeve of mine was when people just didn’t show up ... no show, no call. Would it kill you to just send a quick text to say you’re running late or can’t make it? After all this was a date and time that YOU agreed to at some point in time. 

In my days of real estate, I couldn’t even count the number of times that I had made an appointment and sat at a location waiting for well over 30 minutes for someone who never showed up. Sometimes I would call or text and the person wouldn’t even respond with an apology! On occasion, I would get a text back … something to the effect of, “something came up” or “Oops. I forgot.” Ok, things happen. I get it. However, please remember that someone is on the other side of this arrangement and would very much appreciate a heads-up so their time isn’t wasted. 

I know some people might think that if they have to either cancel an appointment or miss a day of work, the other person or their manager will be upset. Newsflash: they’ll be more upset if they get blown off completely. Time wasted is not going to make anyone happy. 

2. Be nice.

Super basic. In my everyday life, I’m actually in shock with the number of adults that are just plain nasty. Again, let me use an example from real estate. I unfortunately had too many dealings with some not-so-nice agents. And it would always blow my mind. They had a client selling a house. I had a client buying a house. Seems to me like we had a common goal! However, entering the contract phase felt more like entering the gauntlet! I get it. They were protecting their client as I was protecting mine. What I never understood was why I felt like I was participating in a live reenactment of the Battle of Gettysburg.

Here’s the thing. We all have had different life experiences and we all have come from different professional backgrounds. We do not need to do brunch and be besties … but can we please appreciate each other for what the other has to offer? I can guarantee that if we put our differences aside, we can make magic happen.

This, of course, applies outside of real estate ... rudeness happens in all industries. The common link in all industries? Humans. So just be nice. If someone rubs you the wrong way, chalk it up to them having a bad day. Don’t snap back. Be polite and professional. If they continually prove to just be a rotten Anna Banana (because Lord knows these exist), then kill them with kindness. It will likely diffuse the hostility and it will give you satisfaction. I promise. As much as it may pain you, keep in mind that if a person acts miserable all the time, they probably lead a pretty unhappy life to begin with. Don’t add to the negativity. 

Tip 2: Don't be the rotten banana.

3. Follow through.

If you say you are going to do something, do it. At the same time, if you aren’t going to do something, do not say that you will. Nothing is more frustrating (especially when you are battling deadlines) than when you are patiently waiting for someone else to deliver their piece of the puzzle.

People are going to count on you. In some cases, it means they have put their rump on the line for you, too. Even if bailing on a commitment may seemingly only make you look bad, think about how it will make the company or client you are representing look. If you can’t deliver, do not commit. 

4. Give credit when credit is due.

I remember feeling bummed after being declined for a position I had applied for. I remember feeling disappointed when I didn’t get a promotion I thought I deserved. These are what we call letdowns. And we all face many of them in this life! While your first instinct might be to show animosity toward the person who did get the job or score the promotion, don’t be a sore loser. Pick yourself up, dust yourself off, and congratulate that coworker!

I am a firm believer that everything happens for a reason and at the exact moment when it’s supposed to happen. So if something didn’t work out for you, there’s a good chance there’s an opportunity around the corner that’s meant just for you. 

Keep in mind, too, that this is an opportunity for you to soak in some constructive feedback. If you find yourself in a position where you see a fellow business owner in a similar field, or a coworker in the same department, receive special recognition, take this as an opportunity to reevaluate your company, yourself, and your way of doing things. Many times you can learn from your competition and colleagues. Be the bigger person. Shake their hand. Give them a high five. Give them credit, as it is due. Not only will you come out smelling like roses but that type of sportsmanship will be noticed and pay you back in the future. 

5. Mind yo business.

Rule of thumb: Not your circus, not your monkeys. Busy bodies find themselves in the middle of some ugly pickles because they should have just stayed out of it. This especially applies in a professional setting. Your work is your livelihood. It literally feeds your kids, makes your car payment, keeps a roof over your head. Do you really want to compromise all of that because you couldn’t resist adding to the daily gossip about Sammy Salamander sleeping with his assistant? Stay away. Do not get involved. Mind your own monkeys. 

Tip 5: Mind your monkeys.

6. Support each other.

I, of course, am very vocal about women supporting other women in business. Regardless of your gender, orientation, color, education, economic class, favorite boy band ... we need to join together and help each other out. Albert Einstein (I hear he was a pretty smart dude) made a very bold statement that has always stuck with me. 

“I speak to everyone in the same way, whether he is the garbage man or the president of the University.”

— Albert Einstein

If you can help someone, why not? No one knows 100% of everything. I know I don’t. I’ll bet you don’t either. Even if you have been in your industry for 35 years, there is always something new to learn. If you have an apprentice come into the shop, why not take him under your wing as opposed to heckling him?

I was very fortunate to have a friend in the real estate industry who had been doing it for much longer than me. If I ever had a question, she was always more than happy to help me. She could have just as easily taken on the attitude of, “Why should I help her? She's the competition. She should figure this out on her own.” Guess what though? Anytime she had a question about animals or marketing, I was there for her. 

Be that go-to person. It will come back tenfold. (Just as it will come back in its ugliest form if you aren’t helpful to someone just because you are on your high horse.) Remember, you never know when you will encounter that garbage man again. It just so happens that his name might be the signature on your paycheck one day.

I will leave you with this: 

“Courtesy is a silver lining around the dark clouds of civilization; it is the best part of refinement and in many ways, an art of heroic beauty in the vast gallery of man’s cruelty and baseness.”

— Bryant H. McGill

Oh, and one more thing. Never swipe someone's banana, Chobani yogurt, or any other food item from the break room. That's totally not cool. And your co-workers will hate you for it.

-Katie
 

How To Write Social Media Posts for Adoptable Pets

As we wrap up our 2018 Spring Fundraiser for Thank Dog Rescue, I wanted to write a special post for the local rescues and animal advocates who follow our blog. Today’s topic: How To Write Social Media Posts for Adoptable Pets.

Social media has revolutionized the mission of rescuing animals. It is absolutely one of the best gifts that any animal in need could ask for. Of course, when the Internet became the norm for the American household, there were websites such as Petfinder and Save A Pet. Both were also excellent resources for shelter workers and families seeking a new furry friend. However, it required that family to not only become educated on the existence of these websites but to actually utilize them as well. In addition, the sites required shelters and rescues to upload photos and keep their profiles up-to-date. From experience, it was a time-consuming and inefficient process. Throughout the years, they have created a more streamlined way of posting the adoptable pets. However, the sites have also become cluttered with animals that either don’t actually exist, have already been adopted, or belong to less than reputable “rescues” that are usually not even remotely local to you. 

Fast forward to the magical world of Facebook. In seconds you can take a photo of an adoptable pet, share their story, and just like that ... that adorable mug is popping up in newsfeeds all around the world. Part of the magic is that you are reaching potential adopters who do not even know they want a pet ... but something about that post and picture struck an emotional chord and boom!

With the thousands, if not millions, of homeless pets streaming across newsfeeds everywhere, how are you making the pets you are posting about stand out? Over the years I have picked up a few tricks along the way. So I’d like to share some of my secrets and tips for finding suitable and permanent homes for these adoptables. 

1. Create a persona.

In marketing, we use a term “buyer persona.” We create characters that describe our target customer. It is very detailed and much deeper than just a person that fits into generic statistics or demographics. We break it down into “A woman in her early 30’s who goes to the gym 3-4 times weekly. She has 2-3 kids and drives an SUV. She shops at Old Navy and Pier 1.” We actually paint a very colorful picture of someone. I’m sure based on that short write-up, you started to envision someone who matches the description. What I started doing when creating posts for adoptable pets was create these personas for them. Then based on the character I created, I would write a captivating plea as if the dog or cat was writing it themselves, as that character. 

For example, I recently wrote a post for an adoptable Pitbull mix named Bella. Instead
of posting the basic, “Meet Bella, she is 4 years old, a Pitbull mix … etc.” I created her a character of a diva fashionista. In the post you will see that she is witty and humorous. Of course dogs don’t wear Jimmy Choos and own offshore storage for their Louis Vuitton bags. However, it makes for a cute blurb that will grab readers who will undoubtedly share your post. As mentioned before, we are trying to strike an emotional chord, so we want to get that blurb in front of the eyes of the potential adopter that will see Bella as that character rather than “just another Pitbull” in the shelter. 

Photo courtesy of Wallingford Animal Control

I am sure you are thinking that you need to list the animal’s age, breed, gender, whether it is kid friendly...etc. Guess what? You do not need to worry about that in these types of posts. Why? Because if you have anyone who is remotely interested, they are going to ask you those questions. The goal is to get these posts shared. People are going to share these captivating posts over the generic listings that don’t contain any personality. If you can make someone feel emotional ... whether it makes them laugh or cry … they are more apt to want to share it with others. That’s the point. Even if that one person is not looking to adopt a pet, their cousin Lucy just may be. All it takes is one picture or one line that will remind someone of their childhood dog or tug at their heart strings for an elderly cat looking for a nice window to sit in. 

2. Be honest.

Be honest and refrain from offering specifics in the original post. Nothing annoys me more than when I see a clear-as-day bully breed being identified as a Portuguese Water Dog mix or some other designer breed concoction. The bottomline is that unless you performed a DNA test on that dog, no one really knows what breed he or she may be mixed with. I’m using bully breeds as an example as they are flooding the shelters and have the most difficult time getting adopted. I understand the theory behind saying a bully breed is a non bully breed but there’s just no sense being dishonest. Bully breeds are excellent dogs and if someone wants to adopt that dog, well, that’s amazing. You do not want someone adopting a dog under false pretenses because one of two things will happen:

1. Nothing. Everything will be just fine.
   

2. The adopter will figure out said dog is a bully breed when someone who is more breed savvy tells them so. Some people just can’t stand the thought of owning a bully breed type dog, regardless of how awesome the dog is. It is just a stigma and we all know how humans are. So said dog will either be returned or face some other awful fate when they are promptly evicted because they are not the Portuguese Water Dog that you promised.
   

Another pet peeve (but likely less chance of becoming an issue) is when every grey cat is a Russian Blue, every long haired tabby is a Maine Coon, and every black cat is a Bombay. Lord have mercy! 99% of the time they are just domestic cats! However, there is less of a chance of a cat being returned due to false breed advertising but I am sure you catch my drift. 

I recently read several articles that shelter workers are labeling dogs as bully breeds based on physical characteristics, when they actually are not. You can check it out here.

Why label a dog as anything when it can dramatically reduce it’s opportunity to be adopted? See how that works both ways?

3. Don’t write checks that you can’t cash. 

Unless you are a licensed behaviorist and have done extensive evaluations of these animals outside of the kennel environment, you should not be making any guarantees about these animals’ behaviors towards children, other animals, etc. Of course you should be doing your due diligence to evaluate the animals and any obvious signs of aggression will dictate next steps. However, this is about what you are posting on social media. If you say “Great with kids,” you better damn well know that this animal is rock solid with children in every situation and under every circumstance. Why? Because if Fluffy gets adopted and bites a toddler in the face, you can bet they will come right back and refer to your post promising a perfectly kid-friendly pooch.

So when writing posts, you should use sentences like “Seems to be comfortable around children, but has had minimal exposure.” Or say nothing at all. If someone asks, you can make a statement prefacing it with “Based on our observations here in the kennel, this dog appears to be OK with children. However, we can not make any guarantees as this is not a ‘real life’ environment or scenario.” 

4. Keep your options open. 

Do not commit or make promises of animals to people that you have only met online. Remember, anything you write on social media might as well be a contract, as it is out there for the whole world to see. Anything you write is virtually impossible to truly erase. Choose your words wisely when interacting with potential adopters. You want the best family possible for your adoptable pet. Bottom line is that social media is amazing for making connections, but good ol’ face-to-face contact is a must before Fido heads home.

I hope these guidelines tremendously help with your pet adoption efforts on social media. Need more info or advice? Don’t hesitate to contact us for more free tips! 

Spring 2018 Thank Dog Rescue Fundraiser

Spring is the season of new beginnings. Well, let’s kick the season off for some new beginnings for some very deserving dogs! Thank Dog Rescue believes that every dog deserves to live their best life. Sadly, sometimes that doesn’t come until later in life for some dogs, but one thing’s for sure ... once they become a Thank Dog dog, they have it made and will never EVER have anything but an amazing life going forward.

One thing that sticks out about TDR is that they never shy away from old pups or the ones with medical conditions. Even though their bank account runs dry, they will always rally together and find a way to help a dog in need. Their phones never stop ringing from local shelters asking for help. In the past week alone they took three dogs from Wallingford Animal Control and are consistently helping dogs from Bridgeport and many other local pounds.

Well, spring is here and we want to help TDR continue their incredible mission. We want to witness many more dogs be blessed with becoming Thank Dog dogs. We want to know that we had a little part in making each dog’s life change forever.

From now until April 18th, we are selling raffle tickets for a pretty fantastic prize.

We know you love YOUR dogs [and kids, cats, etc.] but wouldn’t it be nice to get out for a sweet date night? ...

Each $5 ticket buys you entry into a raffle for:

• [2] Movie Tickets to AMC Theatres AND

• [1] $50 gift card to Celtic Cavern in Middletown, CT

And to sweeten the deal, even if you don’t win the grand prize, we are throwing in a second chance to win [1] $25 Gift Card to The Better Beagle Company in Woodbridge, CT.

UPDATE! Congrats to our winners!

• 1st Prize: Kristen Johnson of Wallingford

• 2nd Prize: Nicole Castelli of Wallingford

Thank you to everyone who donated! We collected a total of $200 during this campaign! 

We thank you so much for supporting this amazing cause that is near and dear to us!

OXO
Jamie & Katie

The drawing will be held on April 18th at our networking event. You do not need to be present to win. 100% of proceeds will be donated directly to Thank Dog Rescue.

Why Every Small Business Owner Should Become Inbound Certified

In a previous life, I was the Marketing Director for a tile and stone importer/distributor. During this time, my team had partnered with an advertising agency to help with our digital marketing efforts. When I met the owner of this agency for the first time, she introduced me to a marketing automation platform called HubSpot. I had heard of it before but really didn’t know much about it. However, I was immediately intrigued. 

HubSpot’s approach to marketing (aka Inbound Marketing) made complete sense to me. “Don’t interrupt buyers. Attract them.” 

“OMG! It’s the simplest concept ever!” I thought to myself. So why the heck weren’t more companies employing it?

Inbound Marketing is defined as “a strategy that focuses on attracting customers, or leads, via company-created Internet content, thereby having potential customers come to the company rather than marketers vying for their attention.” 

The term was actually coined by Brian Halligan, co-founder and CEO of HubSpot, back in 2005. “From there it was a slow crawl. It began to show up in tiny blips and bleeps on the Internet in 2007. In 2012 it really started to grow. Today, it's as familiar a concept with online marketers as Search Engine Optimization - today's undeniable acronym of SEO.” (Nextiny Inbound Marketing) 

So what’s the difference between Inbound and Traditional Marketing? Let’s hop in our time machine and take a trip back to 2001 …

In 2001 I was working in sales at a local fitness club. Part of my job involved going through the phone book and randomly calling as many people as possible within a few hour span. Caller ID was a hot new item in homes so, when I got lucky enough to get a person on the line, my job was to solicit a gym membership.

Ok, guys. As I’m writing this, the feelings of pure DREAD are all coming back to me! Dialing each phone number knowing that the end result would be most likely be one of three things: 1.) Getting an answering machine (because those were also a popular item at the time). 2.) Getting hung up on. 3.) Getting cursed at for interrupting someone’s dinner.

To make matters worse, my boss would force me to make these horrendous calls in a small room that was attached to his office. He would listen in on each and every call, critiquing every word I said. It was torture. Cruel and unusual punishment. I knew people didn’t want to be interrupted at home. I knew the tactic didn’t make an ounce of sense. Reaching out to random individuals who we knew nothing about … desperately hoping and praying for that 2% chance they were remotely interested in joining a new gym. 

Again, it was 2001. The Internet was nothing like it is today and sales people didn’t have the tools they have today. So companies resorted to interruptive measures like cold calling, cheesy TV or radio commercials, and direct mail. That, my friends, would be considered Old School or Traditional Marketing.

Inbound Marketing takes the opposite approach. It involves attracting strangers who are actually interested in your product or service. This can be done through “blog posts, eBooks, videos, or any other content that answers questions your prospects are asking.” (HubSpot) 

Once you attract these strangers to your website, the next step in the process is converting them to qualified leads. “Use landing pages to promote valuable material. Engage serious prospects with clear calls to action.” (HubSpot) 

The last step of Inbound Marketing involves helping “your leads become delighted customers. Collect the information they share with you so you can help them on the issues that matter most to them.” (HubSpot)

Attract. Convert. Close. Delight.

Now you might be thinking that all of this Inbound stuff sounds great ... if you’re a marketer! Well I’m here to tell you that EVERY small business owner needs to become an expert at Inbound. And it’s easy to do. HubSpot offers a FREE course on the subject and I promise it will positively impact at least one area of your business (if not many). 

The HubSpot Inbound Certification consists of 12 online classes and a final exam to prove you’ve gained some new and amazing knowledge! You can get all of the details (or start the course today) by visiting: https://certification.hubspot.com/inbound-certification

So why should you consider taking time out of your already hectic work schedule to do this? 

1. You’ll get the tools to enhance your marketing.

Taking HubSpot’s Inbound Certification is going to empower you to make smarter decisions when it comes to the way you market your small business. You’ll learn about developing customer personas so you can more accurately connect with potential customers.You’ll discover how to amplify the already fantastic content you have with social media. You’ll dive into the fundamentals of blogging and why it’s so critical to a thriving website. These are just a few of the many topics covered in the 12 classes. 

2. You’ll become part of a community. 

The HubSpot Community is an awesome one. Ever since I discovered it, I’ve entrenched myself in learning more. And I love it. There are over 100,000 certified Inbound professionals out there. By getting certified, you’ll become a member of this inspiring and exclusive group! “Get help on your latest marketing campaign by asking the inbound community. Consider this community an extension of your marketing and sales team.” (HubSpot) 

3. You’ll grow your business.

I can only imagine how much more productive my time at the fitness club would have been had I been equipped with the Inbound Marketing Methodology. I was wasting countless hours making calls by playing eeny meeny miny moe with names in the phone book. Instead, I could have been socializing with people wandering through the health food section at our local grocery store … or passing out free passes to people I encountered in the neighborhood walking trail. Scouting out more qualified leads. With today’s technology, we can do this without ever leaving the comfort of our office! The Inbound Certification Class will teach you how. 

Inbound leads cost 61% less than leads acquired via traditional marketing campaigns. Becoming Inbound Certified will help you “build your strategy on a framework and methodology that aligns marketing and sales, and supports predictable revenue growth for your organization through closed-loop reporting.” (HubSpot) 

Don’t procrastinate. You need to do this for yourself and your small business. Inbound has changed the path of my career and the way I do marketing. I am fully convinced it will do the same for you. 

-J
 

What are backlinks and why are they important to your website?

TGIF Beautiful People! My oh my do we love Fridays! This morning I was reading through one of my favorite websites, Social Media Today, and discovered this amazing infographic that I wanted to share with you guys. 

IF YOU OWN A WEBSITE, PLEASE CONTINUE READING THIS ... IT'S WORTH IT!

WHAT'S A BACKLINK?

So first thing's first ... what's a backlink? It's a link one website gets from another website. For example, if you regularly read our blog, you will oftentimes see links to other websites for reference (a.k.a. paragraph numero uno of this post where I linked to Social Media Today). These would be considered backlinks to those other websites.

Get A Free Consult

WHY ARE BACKLINKS IMPORTANT?

Next, why are backlinks important to the vitality of your website? Moz puts it best so I'll share their reasoning ...

When search engines crawl the web, they extract content from all the different pages they hit and add it to their indexes.

“In this way, they can decide if they feel a page is of sufficient quality to be ranked well for relevant keywords. When they are deciding this, the search engines do not just look at the content of the page; they also look at the number of links pointing to that page from external websites and the quality of those external websites. Generally speaking, the more high-quality websites that link to you, the more likely you are to rank well in search results.”

— Moz

Long story short ... you WANT high quality websites linking back to your website! So how can you accomplish this? Social Media Today shared the below infographic that Kissmetrics put together with some great pointers.

Think you might need some help in getting creative with obtaining backlinks to your site? Reach out to us!

Now get out there and have the most productive Friday ever!

-J

How To Handle Difficult Customers: Invaluable Tips From My Time In A Call Center

(l to r) The Screamer, Mr. Important, Kathy, and Mr. Smarty Pants

I should have written a book of short stories on the many memorable experiences I had while working in a customer service center. I have also come to the realization that I would likely have to categorize the book as fictional since there’s no way anyone would believe the stories were actually real! People are just plain crazy sometimes and, most days, even I couldn’t believe what was happening. 

So, in my time as a Customer Service Agent ... then Supervisor ... then Assistant Manager of the entire Mad House ... I learned a trick or two on how to handle irate customers. (Irate is a polite way of saying completely out of their minds.) In fact, I was presented with awards for my skills in speaking Nutso.

The customer service center I worked for was a well-known local bank. It wasn’t a terribly huge bank but, at the time, it was a rapidly growing bank ... and every single call came straight to our department. The majority of calls were pretty simple. Balance inquiries, online banking questions, home equity applications … all that fun stuff. 

As an agent, I did everything in my power to handle every call from start to finish and strived to leave every customer on a positive note. It was rare I couldn’t handle even the angriest of people on my own (which is what got me the fancy promotion that essentially equated to all of the agents transferring their escalated customers to me. Sounds fun, eh?) Well, I actually enjoyed it … I saw each angry customer as a challenge and an opportunity. The satisfaction of turning the most irate customer into someone who asks to speak to my supervisor to compliment my service … well, that right there was priceless. So how did I do it? How do I continue to use those skills in everyday life? I’m feeling generous so I’m going to let you in on my secrets.

Before we jump into all of the fun, I want to make something very clear. People can be rude, nasty, entitled, and downright hurtful. I’m going to give you some tips to handle these types but, if at the end of the day you simply aren’t making a breakthrough, it is OK to end a conversation. You are a human being and deserve to be treated with respect and kindness. I don’t care how mad someone is … they do not have a right to bash or abuse you. It’s not appropriate and you have the right to protect yourself. Got it? Ok, let’s go. 

The Screamer

The first customer we are going to talk about is The Screamer. The one who thinks they are way more important than you and feels they have the right to scream their foolish head off. Oh yeah, I know you are thinking of that special someone right now. So, here’s the secret.

Shhhhhhhhhhhhhhhh.

Did you get that? It’s not a trick … just some good ol’ silence.

You see, someone can only scream for so long. They will eventually run out of things to say (or perhaps lose their voice). The worst thing you can ever do with The Screamer is stoop to their level. Never yell back. NEVER. This will simply escalate the situation and you will not come out smelling like roses.

The Screamer will eventually stop, I promise. They will absolutely check to make sure you are still there and listening … and there you will be, patiently waiting to make all their dreams come true. After several moments of silence, you will simply say, “OK, I understand you’re upset. I’m happy to help you with this issue. I just need to ask you a few questions first.” The key part to this is acknowledging they’re upset and that they’ve been heard. Silence followed by acknowledgement works like a charm every single time.

Mr. (or Mrs.) Important

Now let’s explore one of the ugliest customers … Mr. or Mrs. Important. The person who immediately drops the “do you know who I am?” line. This brings me back about 13 years. Way before I had any customer service experience. I was working a part-time gig that happened to be for a municipality. There was a resident who called to make a complaint about a neighbor’s dog. I don’t remember the exact details of the complaint but I do remember that, whatever it was, it didn’t warrant any action on my part. Well, this resident was not happy to hear that. And little did I know, I was speaking to Mr. Important.

He proceeded to tell me that I better do something because he plays golf with Dick. Now keep in mind, I was young at the time and I hadn’t learned the appropriate way to handle customers yet. I replied, “Who the hell is Dick? And why do I care if you golf with him?”

Long story short, Dick was the mayor of the town I was working for (and our department reported directly to him ... oops). I can laugh about it now but my manager was not laughing then. Nothing ever came of that but my point is that we all encounter these types. So how should we handle these name-dropping people of importance?

In a nutshell, you should treat them just as you would any other customer. Show them professionalism, be courteous, and help them to the best of your ability. Do NOT break policy or procedure for them. Especially if they’re name-dropping YOUR name to your employees! I personally would be furious with any of my friends or family for trying to bully one of my employees. I would especially be angry if they suggested that my employees break rules or not abide to standards that I have set. That’s insulting and downright disrespectful. Not to mention, the poor employee gets put into a situation where they might fear for their job if they don’t do a favor for this person.

Needless to say, do not start coloring outside the lines when it comes to Mr. or Mrs. Important. Adhere to your policies and values because that’s how you gain and maintain the respect of both your customers and your team! 

Karen

I saw a meme the other day that made me chuckle. It read “Do babies named Karen even exist or do they just appear one day with three kids and wanna speak to the manager?” No offense to the Karens out there ... I still love ya! However, these warrior women (who I’ll refer to as Karen) do exist. They’re the crazy mama dramas. Do not underestimate them. After all, they gave birth to a child and you are no match for what this storm is brewing.

Don’t get me wrong. I have been Karen. There have been times when I had no time for nonsense. Like the time something was wrong with my electric bill or the time my cell phone stopped working and I just didn’t have the patience or energy to deal with a customer service representative. (Top that off with my extremely high standards for customer service representatives and you have yourself an interesting situation when I’m not a happy camper.)

With all that said, I started at the bottom of the food chain in Corporate America. I’ve sat in that seat so I make it a point to not be rude to agents as I know how that feels. However, I’m not the majority. You will deal with Karen many times. (Let’s just hope it’s not when her three hungry kids are in the back seat and she’s fuming because her debit card isn’t working at McDonald’s. Trust me. I have taken that call before. It wasn’t pretty.)

My advice for handling Karen is to use the empathy card. Use it well and use it wisely. Do NOT take on an angry mama. You will not win. Empathy MUST be sincere. You must mean it (or it better be damn believable if you’re lying). Just like with The Screamer, Karen also just wants to be heard. More than anything though, she wants her problem fixed PRONTO.

In these escalated situations, the best way to bring the intensity down a couple notches is to simply use a phrase like, “It must be very frustrating that you’re experiencing X issue. I’m so sorry about that but we’re going to get this fixed for you.”

You can also add a personal touch in your response. Using my “mom at McDonald’s” scenario as an example: “As a mom, I completely understand your frustrations. My kid doesn’t like to wait for dinner either so let me get right to work so we can resolve this for you.” Sometimes just a morsel of compassion goes a very long way. 

One last thought, make sure you fix their problem right the first time. The only thing scarier than the initial interaction with Karen is if you didn’t fix her issue correctly and she calls or comes back. If this happens, just run. 

Mr. (or Mrs.) Smarty Pants

The final customer that I will touch upon is Mr. or Mrs. Smarty Pants. These are the customers that are simply not right. I know the saying goes that ‘the customer is always right” but there is an exception to the rule. It’s these guys. You will undoubtedly run into a know-it-all at least several times throughout your career in customer service. No matter what the industry, you will have that customer who 100% knows your product/service/procedures way better than you do. (Please tell me you are sensing my sarcasm.) They will be wrong, oh so wrong, but they are going to get downright nasty with you because either they refuse to recognize they are wrong or they have at some point realized they’re wrong and can’t deal.

I recall a very specific situation I dealt with while working at the bank. I had the pleasure [sarcasm] of assisting a very wealthy local business owner. He was provided with a new business debit card and was having trouble activating it. As with all customers, I offered to walk him through the process. I just asked that he be at the ATM when he called so I could watch his account as he was making the attempt to activate his card. Seems simple enough, right?

Well, this customer would repeatedly call (and not be at an ATM) and demand that I change his PIN as that was definitely the issue. Each time I would explain to him that I saw no attempts on his account supporting his theory but would change the PIN nonetheless. I would again ask him to attempt the activation while having me on the phone, which he refused to do because he was too busy. I would also try to ask him questions about the card but he would always rush off the phone (and make comments to the effect that he knew better than me). 

Well who am I to argue with Mr. Smarty Pants? This went on for over a week. Each day he would call and would become increasingly more irate. Lucky for me, he remembered my name so he would specifically ask for me. Oh joy. He insulted my intelligence on more levels than I ever knew existed. Well, after the sixth phone call with Prince Charming I finally put my foot down. I said that I was not going to change his PIN again and that he needed to read me the card number because his theory was not lining up with our system.

I can tell you that it was not his PIN at all. He was attempting to use a card issued from a different bank all together! Do you think he apologized? Nope. But there was an enormous moment of grand satisfaction in that silence after he realized he was wrong this whole time.

As much as you want to, do not gloat. You can bask in your silent “screw you” moment all day long. Once you have resolved the issue or satisfied your customer’s needs, just be glad the torture is over and move on. Still thank them for being a customer because, at the end of the day, that is where your cash money comes from.

I find that these customers enjoy being recognized for all their knowledge. They like to be fussed over a bit. Guess what? It won’t kill you to give in a little bit. After all, you MAY just learn something from them as much as it pains you to admit it. All it takes is a “Wow, thank you for that information" or "Such a great tip!”

In the case with Mr. Smarty Pants I had a giant list of naughty words for him but I let it go. I simply said “Well I am glad we were able to solve the mystery. I was certainly just as stumped as you were. Have a great day.” I vow to never visit or do business with one of his establishments because he was so horrible to me ... but that’s just my way of giving him the middle finger. 

Listen, I know this is a very short list of the many difficult customers that you encounter daily. Just sharing a few of my experiences with the hope that you’ll find them useful. My mother used to always tell me, “You may not like this person but just be glad you don’t need to take them home with you.” Spot on, Mom. Spot on.

-Katie
 

My Boudoir Photo Shoot: How It Changed Me

Once upon a time I was a wild woman in her twenties. I did what I wanted, when I wanted, and did so unapologetically. Of course, I am pretty G-rated in general so what I mean by the above is I would go out after work to grab drinks or take random drives to the beach. I did not have any responsibility other than my job and my dogs so I came and left as I pleased. I also had the luxury of a damn good metabolism so all those Coronas didn’t go straight to my ass. 

Fast forward to the magical year of 27. My husband and I had been married for a couple years and we were very excited to welcome our beautiful baby girl into the world. I was pregnant. Oh boy, was I pregnant. I ate ice cream sundaes like the world was going to end and damn did my belly get B.I.G.

Looking back, I want a refund. Where was my cute little basketball baby bump? I looked like I was carrying a small planet. Everyone kept saying that if I breast fed, the weight would just melt right off. So in the moment, I wasn’t too concerned. 

Our gorgeous ray of light busted into the world on November 6, 2014. She was perfect. (She still is ... minus her age-appropriate wackiness and meltdowns.) I did everything “right” during my pregnancy. I wanted to be that perfect mom. The one who breast feeds and only gives her baby organic and natural baby food. For a split second I even thought about using cloth diapers.

I obsessively watched her while she slept to make sure she didn’t stop breathing. We were absolutely in love. So much so, I didn’t give much thought about diet and exercise. I was fixated on giving every morsel of myself to her.  But it didn’t matter. I brought this bundle of pure perfection into the world. After all, I was breastfeeding and it was all going to “bounce back.” Right?

It’s so true how they say you don’t know that something is a problem until it is. Well, my first real encounter with my hatred toward my post-pregnancy body was in late December. My husband’s company was having a Christmas party. It would have been our first night out as a couple since S was born. I was looking forward to getting out of the house, having a glass of wine, and enjoying the evening with other adults. My husband was working that day and I was home with our daughter … but had the whole day to get ready. 

Mid day I went to my closet. It all went downhill from there. I came to the realization that the body I once had … the one that looked so hot in skinny jeans and tight tops … it was GONE. There was no sign of it bouncing back. I did not like one single inch of myself in that moment. I cried. Actually sat on my bed and sobbed. 

I never made it to the Christmas party that night. My poor husband is a saint. I do not know how he kept his sanity with an infant and an emotional wreck of a wife. I guess that’s what marriage is about though. I am so thankful for him every day. Looking back, I was legitimately depressed. I hated myself and did not want to go out or be seen. I was embarrassed and disgusted. 

Over the next several months I joined a gym and got into healthier eating habits. I had returned to work so it was easier to stay on an eating schedule and make healthier choices. I was not in that dark place any more and had lost a considerable amount of weight. However, I was most definitely not at my pre-pregnancy weight. My arms were flabby and I was still not happy with what I saw in the mirror. I still wasn’t comfortable in my skin. 

This battle went on for the majority of 2015 and 2016. I didn’t hate myself but I had settled on the fact that I was a Mom now and was never going to be as beautiful as I once was. I gave up and just thought that part of my life was over. Sad, huh? 

In 2016 I was trying to obtain my real estate license. In preparation for it, I wanted to have some professional headshots done in anticipation of having business cards made and whatever else. I had met a photographer through some mutual friends and she had actually come to the shelter I worked at to adopt her dog, Blitz. 

She specialized in boudoir but I reached out to her to ask about pricing for headshots (even though that’s not really her thing). I knew she offered hair and makeup, too, and I wanted to have great quality photos. I don’t know if she knew how I was feeling about myself but she enthusiastically agreed to do my headshots and said we would do some “fun” shots, too. 

I had seen Beth’s work before. I was secretly intrigued, perhaps obsessed. She took beautiful photos of women of all ages, ethnicities, and sizes. I was so envious of these women. So gorgeous, glamorous, and confident. I remember thinking to myself, “I used to be that girl. I wish I had done a photo shoot like this before I got pregnant.“ 

I remember driving to the studio that September morning. I was so nervous I was shaking. I didn’t know what to expect. Even though I had met her before, and felt like I knew her through social media, I didn't really know her. 

I arrived at her studio and she warmly greeted me. I probably looked like I was going to throw up and she probably felt bad for me. Even if you ask me now why I was nervous, I really have no idea. 

She had me come in and she went right to work on my hair and makeup. She was SO EASY to talk to. I felt instantly at ease once I sat in her prep chair. Maybe she had some essential calming oils in a diffuser somewhere. I don’t know. 

She was extremely professional and yet casual at the same time. It was a very comfortable setting and only positive and good vibes were flowing. In my text messages to her prior to my arrival, and on that day, we did talk about my hatred of my body. Beth seemed to really care and was so open to me sharing how I was feeling. She is also a Mom so it seemed natural for me to talk about it with her.

She is an absolutely stunning woman so I didn’t know if she would understand. However, what she helped me to realize is that regardless of what size you are, or how many babies you have had, or any of a million other things, every woman shares the same struggle with body image. Of course, not everyone shares the same complaints. Whether it be cellulite ... or maybe you think your boobs are too small … or your waist isn’t tiny enough. The bottom line is, every woman is their own worst critic and picks on something about themselves regardless of how beautiful they are. 

So we finished my hair and makeup. Very professional and corporate. I put on my top (with the tags still attached because I really couldn’t afford it and had every intention of returning it. Go ahead, judge me. I wore it for six minutes.) We then went to work making me look like the friendliest and best realtor this side of the Canadian border. ;) I was remarkably at ease with Beth. I thought being put on the spot to pose would be awkward or uncomfortable. Beth is excellent at what she does. I hate to keep using the word professional but she knows what she is doing and knows how to flawlessly coach her clients. She was patient and guided me effortlessly. She was positive and encouraging. At no point did I feel out of place or strange. 

Ok, so we were done with with the headshots. Which, of course, were pretty standard, and didn’t really let Beth’s creative juices flow. She looked at me and asked me what I wanted to do next. What came flying out of my mouth was, “I am game. You tell me.” In that second I was thinking, “Oh God! What did I just agree to? Is she going to throw up when she sees my cellulite? Is she going to laugh? Is she going to change her mind when she sees all that I can hide with black leggings?” 

She guided me to her spectacular wardrobe collection. She showed me some pieces, then picked out a black bodysuit and a mauve pink set. She told me to put on the black bodysuit first and then come out when I was ready. 

I stuffed myself into that suit. A mutual friend of ours was there and I solicited her assistance in getting my giant ass into that tiny suit. I walked out of the dressing room feeling all sorts of exposed. Beth likely sensed that I was on the verge of aborting said mission. She took me under her wing (not her actual wing … although she has those as accessories in the studio) and put me behind a sheer white curtain. 

In hindsight, I think she knew I needed a security blanket in that moment. I was so worried about trying to not look fat. I can’t remember how it came about but there was literally a moment when Beth asked me to trust her and promised she would never let me take unflattering photos. It made sense, of course. If she took unflattering photos, not only would I not be happy, but other clients would make note and not want to be photographed by her.  

I took a deep breath and made the choice to trust her. She guided me through several different poses. I very quickly got into a groove and even forgot I was half naked. I was having so much fun! We laughed, we joked, we were like old friends just hanging out. It all felt so natural. Beth had taken plenty of photos in that outfit. She told me to put on the mauve pink set. I did as I was instructed. I came out and she said, “Ok, we are going to go down to the barn.” Alright, go big or go home. 

Mind you, under any other circumstances (and had I not come out of my shell in the last 30 minutes of shooting) there was no way I was going to walk outside with barely any clothes on. I found this strength, this fearlessness, and I went for it. There was really nothing to be afraid of. I mean Beth’s studio was out in the middle of nowhere. The only creatures I encountered were some horses and dogs. Oh, and I believe Beth’s Mom may have caught a glimpse but I can only imagine the crazy things she has witnessed Beth shooting before … haha! 

I spent that entire day at Beth’s studio. After shaking my nervous jitters, I can honestly say it was one of the most memorable and fun days of my life. It was a day of pampering, glamour, and lots of laughs. When I left her studio that day, I felt changed. I walked with my head a little higher. I felt more confidence running through my veins. I had no idea how the photos would come out but, regardless of the results, I was brave and left my comfort zone. I was proud of myself. I felt human again. I wasn’t just a wife or a mom. I felt like a woman. 

(Side note: I didn’t wash off any of the makeup when I left the studio. When I arrived home, I was greeted by the owner of the recycling company we use. There had been a mix up and he came over to personally apologize and pick up our recyclables. Very nice gesture. However, I saw the look on his face. My makeup must have looked straight crazy to the naked eye … lol. Don’t worry ladies, it photographs beautifully. Just be sure to either wash your face before you leave or don’t make dinner plans immediately following.)

I didn’t expect to see any photos for a few weeks. So when I saw Beth had messaged me later that night I figured she was just reaching out to check in. Then I saw she sent me an image. I opened it and remember looking at the photo of the woman and wondering who it was. For a split second, I literally didn’t recognize that I was looking at myself. I actually asked out loud, “Do I really look like this?” I showed the photo to my husband. I am pretty sure I made him blush. He answered me that I do indeed look like that. My heart sank. I started to cry. I was in disbelief. 

I was beautiful. 

How did I hate myself so much for so long? How did I believe that I was so frumpy, ugly, and gross? I was none of those things. Why did I think I had lost my sexiness? 

Courtesy of Lost Highway Imaging

I gave birth to my daughter on November 6, 2014. My photoshoot was on September 2, 2016. For nearly two years, I was in such a rut. It didn’t matter how much my husband tried to tell me I was gorgeous. I thought he was just being nice. I absolutely hated the skin I was in. I didn’t believe I deserved to feel good about myself. It's not a feeling that I can truly articulate. Although I have a feeling that I am not the only woman to go through this. In fact, I’ll bet someone reading this knows the EXACT feeling I am describing. 

It took a single day. It took a single person. It took a single photo to show me what I actually looked like. For me to see myself as I truly am. To love myself again. To 100% believe that I was sexy, and feminine, and worth it. I still get chills thinking about that day because I am a completely changed person because of it. I am more confident than I have ever been in my life. More so than I even was when I was eight jean sizes smaller. Because I finally realized that the size of your pants does NOT define you. Listen, I still try to be mindful of my diet and I try to stay active. But that is because I want to be a healthier version of myself. It is no longer because I think I need to fit into some mold in order to meet some standard that doesn’t exist. 

I know it seems crazy that one experience of a boudoir photo shoot can really be so mind blowing and empowering. It wasn’t just a photo shoot though. That is my point. It was a therapy session, really. It was because a photographer colored outside of the lines and didn’t conform to society’s standards of only taking photos of Victoria’s Secret-type bodies. It was because she truly believes that ALL women are beautiful. It was because she wants to empower every single woman and for them to set examples for others. It was because she is a mother herself and wants her daughter to grow up in a society where we are not defined by any physical attribute.

Courtesy of Lost Highway Imaging

This is NOT a plus-size movement. Just to be clear. I don’t believe in that God awful term. This is a women’s movement. I don’t care if you are a size 0 with an athletic physique or a size 25 with some junk in your trunk. You deserve this experience. It should actually be mandatory.

(Again, I just want to emphasize that I am a huge advocate of trying to maintain a healthier  lifestyle. After all, I want to live a long, happy life. I want to enjoy grandkids and great grandkids someday. As much as it pains me, eating gooey mac and cheese each day and not working out probably won’t get me there. You have to decide for yourself what works for you and what makes you feel your best. On the other hand, I am a huge advocate of YOLO. So if I want that cheesecake and wine, I totes have it.)

My outlook on EVERYTHING has changed. I no longer stress if I put on a few extra pounds after the holiday. I no longer obsessively feel the need to ask my husband for validation of my beauty. Although, I do love him for the fact that he still tells me everyday. I am so blessed with a gorgeous little girl. I will do everything in my power to set an example for her … that we are not defined by our physical appearance but by our morals and character. This is a movement of a positive body image, regardless of what size, ethnicity, or cultural background. 

I am a new person because of my experience. I want this for every woman. 

Here are a few tips if you are thinking of taking the plunge ...

1. Look at the photographer's work and testimonials.

When choosing a boudoir photographer, look at previous work and testimonials. Talk with the photographer. See if you vibe with them. It’s important to feel comfortable with your photographer. You will be spending many hours with them and will not have a ton of clothes on so you don’t want to feel awkward. They should be easy to talk to, listen to your vision, and understand why you want to do the session.

2. Get a handle on hair and makeup.

Work out the details of hair and makeup. Does the photographer have someone on set for you or will they do it themselves? They may expect you to come with your hair and makeup already done. This is very important and not something to overlook. Make sure you have your hair and makeup professionally done. You do not want to look washed out. Remember that dramatic makeup I told you about? Yes, your makeup to the naked eye is going to look a bit much but it photographs much differently. It is worth the extra cash if it’s not included in your session. 

3. Understand the release.

Make it crystal clear to your photographer if you wish or don’t wish to sign a release. It is actually the photographer’s job to thoroughly explain to you that you have the option of signing a release or not. If you sign a release, that gives them permission to use your photos and share them as they please. This session is about you and your reasons for doing it are very personal. I chose to share my photos as I wanted to empower other women. I am so damn proud of myself and those photos so I wanted to share them with the world. However, it is absolutely OK to keep the photos to yourself and/or your significant other. This journey is yours and your photographer should respect that. Sadly, not all photographers are trustworthy or hold themselves to the same professional standard that Beth does. Protect yourself. 

4. Have your wardrobe ready.

Lost Highway Imaging provided a huge array of wardrobe options. However, not all photographers will provide that added perk. Ask for suggestions in regards to what kind of wardrobe to bring. Do not be afraid to bring something that makes you feel sexy or something special that you want to try out. Depending on your body type, your photographer may caution you against wearing it or suggest something else. Let them provide the guidance on that. I have done a few sessions so far and my go-to essentials are:

• Nude and black strapless bras and panties

• Black or red pumps

• My husband’s favorite sports jersey

• Lace lingerie

• Steel boned corset
  

5. Trust your photographer

Even if the poses might feel strange at first, or you don’t think it will look a certain way, please have some faith. They are seeing you from a different view and the photos will come out very different than you may think. They want to produce a beautiful result, just as you want a beautiful result. So embrace the experience and go with it. Remember that barn I talked about? It was outside of the norm for a typical boudoir photo shoot. But it was unique and some of my favorite photos featured that setting! 

6. Eat, drink (water), and be merry!

Eat breakfast and bring snacks. You should also come prepared with water (although I am sure your photographer will have some available for you). It is a long day and being a model actually does require quite a bit of work. We don’t want you passing out from low blood sugar! I promise, the camera is not going to pick up on that bowl of oatmeal or granola bar you ate.

I really can’t express to you enough how thankful I am to Beth Claire of Lost Highway Imaging for this experience. She has since become a lifelong and dear friend of mine. I feel as if she saved me in ways I didn’t even realize were possible. I have truly blossomed into a new woman. I was granted the very amazing opportunity and honor of being a brand ambassador for Lost Highway Imaging in 2017. Looking back at my journey, you can literally see my growth as a person and woman in the photos.

I love myself. I have pride in myself. I want nothing more than to inspire women to do the same. 

-Katie

Courtesy of Lost Highway Imaging