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Archive for Virtual Teams

Build Superior Customer Service, Not Stale Customer Service

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Thursday, October 10th, 2013

demgen customer serviceExemplary customer service is by far one of the hardest tactics to master within the service world, meaning it is also one of the most important. Where would you be without satisfied customers? While some companies believe customer will continue to come if they have the best product, most understand that superior and consistent customer service is the key to longstanding relationships.

Facilitating superior customer service may be difficult, so here are some ways to begin building the best relationships possible with your customers:

1.     Encourage kindness and courtesy from employees

Set a standard of excellence for employees to follow that includes showing kindness and courtesy to all customers. A simple act of kindness can go a long way in making a customer feel acknowledged and satisfied, and by encouraging employees to resolve customer frustration themselves through kindness, the appreciation for your business will increase.

2.     Express and connect through empathy

Frustrated customers appear quickly when they feel like the company representative they’re speaking to doesn’t have empathy for their problem. This is especially true for small businesses, since customers want to believe their business means a lot to you and your company. Always acknowledge the distress a customer is feeling, and show a sense of understanding for any disappointment they have.

3.     Ask questions

The customer has clearly come to your service or for your product for a reason. Find out what they want specifically, and why. Asking questions creates a dialogue between you and your customer that shows them you are interested in helping them solve their problem. It also presents new opportunities to provide them with ulterior options, or inform them about something that might interest them.

4.     Avoid these words: “I don’t know” and “That’s not my job”

These might just be the words that customers despise the most. They understand that you’re human and do not expect you to know the answer to every question, but instead of deflecting, use the opportunity to learn about what the customer is looking for and direct them to where they can receive the right information. If it’s a request that you don’t deal with directly, let the customer know that you’ll pass the information on to the appropriate people!

Whether you work in the customer service industry or not, you will almost always have to face interactions with people. Always remember that customers are people too, and they appreciate being treated like one.

 

© Zoe Begopoulos, DemGen Inc. 2013

Categories : Customer Service, Small Business, Virtual Teams
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How the World Will Replace Employees With Entrepreneurs

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Friday, September 27th, 2013

It turns out that it’s not just startups that don’t want traditional employees.  Large corporations, small businesses and agencies are increasingly looking to entrepreneurs for support and the trend shows no sign of slowing down anytime soon.

Entrepreneurs are the way of the future!

Everyone Will Have to Become an Entrepreneur

by annavital.
Explore more infographics like this one on the web’s largest information design community – Visually.

 

Categories : Entrepreneurial News/Stories, Small Business, Virtual Teams
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How We Automate Our Business

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Wednesday, September 25th, 2013

automate

Every day we help our clients automate their businesses.

There are certain activities that are pointless for you to be doing and once you automate them, you’ll wonder why you ever did them manually in the first place.

We’re able to help our clients because we’ve been there ourselves.  Instead of reciting the reasons and benefits for automation, that you’ve surely heard already, we thought we’d share our story…

Back when Gary and Pam started this business in 2005, it was a small team with a few big clients.  As with most start-ups, there was a lot of multitasking.  Fast-forward to a few years later and DemGen’s team and client roster had increased 100%.  It just wasn’t possible for key team members to multitask as they had when the company first started out.

The first problem we faced when scaling our virtual team internationally was our phone system.  We needed a unified presence, even though we weren’t in the same physical offices.  Grasshopper was a lifesaver!   Even though our experts are spread across the world, we can be reached through one toll free Grasshopper number.  Our team can access their messages online or even on mobile – instantly.

The next hurdle was accounting.  When we only had a few clients, it was possible for us to keep track of invoices, payments, expenses and time.  (Though no one enjoyed doing it.)  When business started taking off it became much harder to stay on track with our accounting.  Enter Freshbooks.  Revenue is the lifeblood for every business.  Simply put, Freshbooks helped us to keep track of our invoices and get paid – automatically.  No more having to remember to invoice or who paid what when!

Recently we reached our most daunting task – managing and communicating with all of our new found friends/clients.  We had outgrown the ability to create our own systems in Outlook or Mail.  We scaled up to a basic CRM/email marketing program, but soon found maintaining it tedious. Our list began growing quickly and we started nurturing our leads accordingly, which  required a lot of manpower.  We looked into Infusionsoft.  It was substantially more expensive than the program we had been using but  when we looked at the numbers, Infusionsoft paid for itself and freed up our team to focus on more strategic, revenue focused, and fun initiatives.

This addition saved us a lot of time and money, but as our database and communications expanded, scheduling Discovery Calls became a bit of a nightmare.  With multiple team members scheduling meetings for the same key people it was difficult to ensure availability and avoid duplicate meetings being scheduled.  TimeTrade automated it all!  Now any member of our team can provide links for prospects to schedule meetings with Pam directly.  Prospects can find a time that works for them and book it immediately, avoiding any back and forth to find a time that works for everyone.

So that’s our story, so far.  We’re all about continuous improvement and are constantly evaluating how efficient our systems are to ensure our team and clients are able to perform to the best of their abilities.  It’s a never-ending story.

We’ll be sure to keep you posted as we add more tools and systems that help us to streamline and automate our business!

 

© Tamara Smith, DemGen Inc. 2013

image courtesy of juliaburman.com

Categories : Business Tools, Productivity, Virtual Teams
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Don’t Let Delegating Frighten You

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Tuesday, September 24th, 2013

Team effort

One of the most persistent barriers that we run into with small business owners as their businesses grow, is their fear of losing control over what they have created. As much as they realize that they do need help if they want to continue to expand, they also have a mindset that insists that they control every aspect of what is going on within their business. What it comes down to, is that they are afraid to delegate.

How can we help them delegate effectively?

Education

Many business owners don’t know how to delegate and this is what really scares them. They think if they give up certain tasks, they won’t get credit for the actual growth of their business. Our first step is showing them how a virtual team works; that processes and steps are put in place and check points are observed. We show them how delegating will alleviate their stress  and that they themselves may actually learn something new about easier ways to manage the tasks that they have been having problems with.

Financial Gain

While financing the outsourcing of some tasks to virtual workers can sound expensive, you will be paying only for work that is completed by them and you get to pick and choose what that work is. Begin by making a list of the tasks that you find are always put off and left until last. These are the jobs you don’t like to do and/or don’t excel at and these are the items that you are better off having someone else do. It does pay in the end, since more of  your work  will be completed accurately. It will save you time and money.

Time Management

Delegating involves deciding which tasks you would like to have someone else perform and if you have let things get to the point where you don’t have the time to take care of them, you may feel that you don’t have the time to discuss the important points with someone who doesn’t know your business as well as you do. Though it will take a bit of extra time at the onset, delegating work to a team will pay off after the initial effort as their processes have proven to automate tasks and make them more time efficient.

Lack of Management Skills

Another reason most business owners can’t/won’t delegate is they don’t have the knowledge and the ability to manage a team of others working under their direction. With a professional virtual team, you won’t have to manage anyone. They already have project managers in place and once their systems are in place, the members of the team collaborate in order to bring  you the best results possible as quickly as you need them.

Learn to Have Confidence in Others

If you have been working on your business by yourself for many years, trusting others and having confidence in their work may be an issue. Our virtual team is prepared to handle a long list of tasks and the potential for your business to flourish will outweigh any concerns you have. Experienced with many types of businesses, we have someone who can handle anything you need done and if we don’t, we will find the best person for you!

The benefits of delegating far outweigh continuing on your own and having your business grind to a standstill. Delegation is learning to get things done through other people and trusting them to put your best interests first. It’s about teamwork and working well with others to provide the best results.

 

© Chris Draper, DemGen Inc. 2013

Categories : Productivity, Small Business, Virtual Teams
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Client Spotlight – Cory Goldberg MD

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Monday, September 23rd, 2013

demgen client spotlight, cory goldbertPlease tell us more about your practice.

My practice is a mix of reconstructive surgery such as breast reconstruction, facial injuries and skin cancer; cosmetic surgery including face, breast and body procedures; and medical aesthetics such as Dysport and other injectable products as well as laser and other energy based technologies. I work at Trillium Health Center, my own private practice in the west end of Toronto, and am also a partner in Sanctuary International Spas, which has seven locations around Southern Ontario, including Muskoka and Niagara-on-the-Lake.

What inspired you to create this company?

I believe that the standard surgical practice is limited in the breadth and quality of service that it can provide. A single surgeon running an isolated practice is comparable to a single pilot owning a plane and trying to run an airline – nobody would expect a pilot to have the ability to manage all the business aspects of an airline, nor to have time to both fly and handle the business. My vision is one where physicians and surgeons can work together offering comprehensive and integrated services in the areas of health, wellness and beauty.

What common trends do you see with your clients?

Both the non-surgical and surgical cosmetic industries are growing. The trends I see are a growing market both from baby-boomers as well as under 40 segment, and more people wanting non-invasive ways of addressing their aesthetic concerns.

What’s the most rewarding thing about what you do?

The popular image of the over-privileged, over-operated Plastic Surgery junkie is simply not the norm. The vast majority of people having cosmetic procedures are ordinary people, with specific personal aesthetic goals. Many people live with a feeling of dissatisfaction in their appearance, which can profoundly affect how they feel about themselves as a whole, and how they interact with the world. I find immense satisfaction in helping people overcome these issues, and seeing the positive impact it has on them; it is truly a life altering transformation, and I am fortunate to be a part of that.

What are your greatest recent accomplishments (both with DemGen and otherwise)?

My greatest accomplishment in the business to this point has been the creation of the necessary components to assemble and expand into my vision of a multi-disciplinary multi-center network that can deliver the cutting edge of health, wellness and beauty. DemGen has helped me to solidify these components, and give me direction on how to use them. I continue to enjoy daily successes with individual patients, which fuels my passion for this industry.

How has working with DemGen benefited your business?

The Future Vision Map process with DemGen really helped me to evaluate my business finding the strengths and weaknesses, and solidifying a plan around these. Demgen has also allowed me to investigate and initiate many other related business projects. I consider myself both a surgeon and an entrepreneur, and DemGen has given me the tools to explore my entrepreneurial interests.

How has ‘going virtual’ benefited your business?

Virtual business has meant access to a variety of experts in an efficient manner. My strategic adviser oversees all aspects of the team, which allows me to focus on my business. Other than the direct personal doctor-patient interactions inherent in my industry, most other aspects of the business can be done virtually. I have even converted some of my own staff to working virtually part time. I am surprised how much can be done this way, and how much efficiency it can provide.

Did you have any initial reservations about ‘going virtual’?   If so, what made you change your mind? 

I always held the belief that a traditional office with staff physically present was the only way to run a business, especially something like cosmetic surgery. However, seeing the flexibility that i have gained by tapping into skills and resources that i could never access from my own in-house staff, and the efficient way the virtual resources are managed by DemGen has convinced me that virtual business is beneficial even in my industry.

Has DemGen exceeded your expectations?

The executive and “genius abilities” team have met or exceeded my expectations consistently.

Cory Goldberg

 

© DemGen Inc. 2013

Categories : Business Experts, Entrepreneurial Lifestyle, Virtual Teams
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Revamp Your Elevator Pitch Using Nouns

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Thursday, September 19th, 2013

If you aren’t entirely sure what an elevator pitch is, than this blog post is definitely for you. If you’re looking for a way to make your elevator pitch stand out amongst the crowd, then you’re going to enjoy this post even more.

If you didn’t already know, an elevator pitch is an introductory business technique used to quickly pitch your business idea, services, or company explanation in the average amount of time it would take one to travel a couple of floors in an elevator. That being said, an elevator pitch can range anywhere from 30 seconds, to two minutes in length. The most important characteristics of a good elevator pitch are to be concise and direct.

The problem with a regular elevator pitch is that they generally tend to involve the same adjectives and adverbs to describe your services that many other people use as well. Adaptable, hardworking, versatile, consistent, motivated, and dedicated are all becoming tired and overused. So instead of walking the well-beaten path of adjectives and adverbs, it’s time to take your elevator pitch to another level.

By that I mean by using nouns. Yes, nouns, the good ole person, place or thing that we use in almost every sentence. The interesting thing about nouns is that there are literally thousands that can be used as an analogy to connect your future clients to your business.

Here’s an example. Instead of describing yourself or your business as hardworking and dedicated, explain that your business in similar to that of an ant colony. Common knowledge of ants and their colonies is that they are driven, diligent, persevering and filled with consistent workers. It also showcases your company and services as a well-oiled machine, since colony ants tend to follow a carefully organized system. By using a noun to describe your company instead of an adjective, you’re producing a three-dimensional connection between how your company works and what your future clients are looking for.

A revamped elevator pitch is just one of the techniques that can help advance your business to the next level and help you gain clients. Other techniques to grow your business and clarify your focus for the future can be learned through programs like our Future Vision Map, and other personal coaching sessions with member ofs our virtual team.

If you’re interested in discovering more strategies and techniques to differentiate yourself from the crowd and clarify your future vision, schedule a Discovery Call now. 

 

© Zoe Begopoulos, DemGen Inc. 2013

Categories : Marketing, Small Business, Virtual Teams
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The Top 10 Reasons to Hire a Virtual Team

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Wednesday, September 11th, 2013

These days, the majority of business owners are hiring a virtual team…

Here are the Top 10 reasons many business owners are choosing to hire virtual support.

The Top 10 Reasons to Hire a Virtual Team

1.  Focus

It’s essential to focus on the BIG picture if you want to achieve your business goals.

You started your business because you are an expert in your field.  That’s what deserves your full focus, not all of the ‘other stuff’.

2.  Strategy

The ability to access top-level, strategic minds compliments your business.

Discussing your ideas with business strategists allow you to prioritize your activities in order to achieve the greatest results.

3.  Systems

Every business performs better once there is a system in place.

By documenting and automating key processes and activities, your virtual team will ensure that delegated tasks are completed flawlessly.

4.  Expertise

Virtual teams allow you to work with experts in every field.

Working with those who have complementary genius abilities – from logo design to social media management, and everything in between – allows you to put your best foot forward.

5.  Team

Multiple minds are better than one.

‘Cabin fever’ for business is common in solo-preneurs and busy professionals.  Knowing you have a trusted team to call and rely on provides you with peace of mind.

6.  Money

Stop leaving money on the table.

A virtual team with up to 35 members will cost you less than the price of one full time employee and allow you to focus on your highest revenue generating activities.

7.  Results

Reach goals faster with a team.

You can only do one thing at a time.  With the support of a virtual team, you can cross many items off of your to do list and increase your results and revenues.

8.  Time

Have more free time to live your life.

Many busy professionals sacrifice their personal lives.  This doesn’t need to be the case.  Delegating to a virtual team will free up your time.

9.  Freedom

Break free from the shackles of your business.

The true sign of a successful business is one that can run without you.  By learning as much as possible about your business, virtual teams give you your freedom back.

10. YOU

You and your business deserve it.

You don’t have to do it all yourself!

 

If you’re interested in learning more about what DemGen’s virtual team can do for you, schedule a Discovery Call today!

 

© Tamara Smith, DemGen Inc. 2013

Categories : Business Experts, Small Business, Virtual Teams
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What Are You Withholding from Your Business?

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Tuesday, September 10th, 2013

Most of us keep a small part of ourselves back some of the time, whether it be energy or concentration, thinking too deeply about something or putting ourselves out there where others can see our real personalities. But when it comes to your business, what do you hold back that is keeping you from succeeding as much as you could and should?

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Confidence

Do you have what it takes to go against the flow of other businesses? Does it bother you to be different or stand out in some way? If it does, you may not be confident that your business will succeed. Most very successful small businesses became that way when their owners stepped outside of the norm.  They put into place business practises and came up with ideas that were different from their competitors.

Education

Does learning frighten you or do you not spend time upgrading your skills? Sticking to what you know can mean your business stagnates. Investing in education for yourself can help the growth of your business and it can also mean that you grow as a person. Decide what frightens you the most – learning new skills and having a business that grows beyond your control or feeling like you have failed because you wouldn’t try something new.

Hiring help

Know when you need help and know where to look for it. There are many small business owners who now work with virtual agents and teams. Business owners tend to look on hiring outside help as a loss of control but what it really means is sharing ideas and having someone else to do the work that you really don’t like or don’t excel at. It’s a win-win situation for both the business owner and the virtual team.

Hard work

After that first flush of success, when you see the possibilities for the future looming, do you pull back and instead of putting more effort into your business, do you coast along and do a little less work? This is a common factor in many small businesses, when the business owner decides that what’s good enough now will do for the future, instead of working a little harder and becoming even better at what they already know.

Your health

While this may not seem like a factor that’s important to business, taking care of yourself should be right up there at number one. You can’t give anything to anyone or to your business if you have nothing to give. Your first thought every morning should be what you can do for yourself today. Then think about your business.

The main thing is to realize these qualities in yourself, put a plan of action in place and move ahead step by step. While you may not overcome all of them, even learning a bit more about yourself and how you approach your business will open your eyes to what you need to do in order to succeed.

 

© Chris Draper, DemGen Inc 2013

Categories : Productivity, Small Business, Virtual Teams
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Delegate to a Virtual Team for Your Sanity’s Sake

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Wednesday, July 10th, 2013

As busy entrepreneurs and business owners, we often wear many hats and find ourselves wishing there were more hours in a day.

As your to do list continues to grow, and your inbox and voice mail keep filling up, you can soon find yourself ready to pull your hair out.

Luckily, there is a solution…  Delegate to a virtual team!

The hiring process can indeed add more to your plate as you have to interview, select and train each new member of your team, so why not have someone else do it for you.

Companies like DemGen have built a robust team of experts for pretty much any service you could require.  Instead of hiring an assistant, a web designer, a graphic designer and copyrighter separately – they’re all in one place, already vetted and ready to get started.

Instead of waiting until you’re overwhelmed, stressed and burned out, proactively hire a virtual team.  Let’s face it, you’re doing your business a disservice by trying to do it all yourself.  You are the visionary and leader, and should only be spending your valuable time on activities related to your unique expertise.

Resist the urge to hire the cheapest you can find, as it will just create more headaches in the long run.  Remember the old adage, “You get what you pay for.”  For your business to be the best, you need to surround yourself with the best.

Don’t wait to delegate.  Start today!

 

© Tamara Smith, DemGen Inc 2013

Categories : Productivity, Time Management, Virtual Teams
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Turn the phone off and turn relaxation on

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Thursday, July 4th, 2013

The virtual world can be a pretty addictive place. We’ve gone from email confined to desktop computers to being able to send message with a few simple taps. But as the saying goes, too much of a good thing can be taxing, and our connectivity with the virtual world seems to be getting ahead of us.

We all know that taking time for leisure can be difficult, but it’s important to not only let ourselves recharge, but give your electronics a break too. Here are five suggestions on how to slowly disengage yourself from your technology.

1. Start by taming the email monster. Emails come in fast and furious, especially since they can arrive at any point in the day. The phenomenon of being reachable 24/7 that the Smartphone created has also become quite the burden for business owners. A good suggestion would be to only check your email twice a day. If you’re experiencing a high volume of inquiries, or you’re waiting for an important email, you can delegate check-ins to a different team member. If you’re looking for someone to handle this, DemGen’s virtual team can answer emails appropriately and efficiently, to keep your inbox looking tidy.

2. Not all social media is a source for news. Social media has the ability to suck people in without even realizing it. If you’re the type of person who idly clicks over to Facebook or Twitter, try to remind yourself that those sites won’t always contain the latest breaking news. If you’re checking them because of constant notifications that need to be attended to, a good idea might be to follow the email model and assign a virtual team member to monitor the activity, which they can check 2-3 times a day, and easily keep up to date.

3. You’ll get a better tan from the sun than your computer screen. Your computer screen might be able to shine pretty bright, but you’ll never get a good tan by sitting in front of it for hours on end. Once you’re done with the computer work for the day, turn your computer off. Turning your computer off (laptops unplugged as well), both saves energy and forces you to find somewhere else to hangout.

4. Network the old fashion way. Instead of sending an email or text RSVP to meet up with a client or colleague, stop by their office and invite them out personally. Head out for coffee or a bite to eat, and while you’re there, make a conscious effort to not check your phone or tablet. Remember appropriate social etiquette, and that checking-in with your phone would mean checking-out of your interaction with them. Don’t be the person with their phone glued to their hand.

5. Swap new technology for old technology. You might come up with excuses to use your mobile phone, tablet, or Pandora, like you want to take a picture, update a status or turn on some music but there’s a way to do all those things without using those devices. Instagram on your phone becomes a Kodak disposable camera, updating your status becomes physically telling your friend a story, and Pandora becomes a great mixed CD or vinyl record. It’s easy to forget that all the great apps we have on our devices are derived from previous technology, and how much fun it can be to use them again.

So, to sum it all up: don’t spend hours answering emails, only check your social media when necessary, turn your computer off, meet up with friends outside of the internet, and remember to enjoy the simpler things. That way, you can disengage yourself from technology and engage yourself in some much-needed relaxation.

 

© Zoe Begopoulos, DemGen Inc 2013

Categories : Entrepreneurial Lifestyle, Productivity, Virtual Teams
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