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Free Teleconference on Crisis Leadership: Why You and Your Clients Should Tune In!
September is National Prepardeness Month and to “celebrate” that, I am offering a very special teleconference on September 18th from 12:00 to 1:00 Pacific (3:00-4:00 EST). My guest
will be nationally renowned branding strategist, Dorie Clark.
We all know that being prepared for crisis is critical to surviving one. Whether it’s a natural disaster, an economic crisis, or a travesty like what happened at Penn State University, you must be ready to make tough and smart decisions.
Is part of your process on how to protect your brand and reputation? What about your clients? You are in charge of helping them prepare for their own crises?
Reputation risk may be just as damaging as the crisis that started it. Just ask BP! You must have a plan in place to communicate effectively to employees, investors, clients, prospective customers, the media, and your community. Failure to do this will lead to distrust, loss of reputation, and lost revenue. Having a plan in place, on the other hand, will set you in a postion to not only protect your good name, but take advantage of the opportunity to thrive.
In this teleconference, Dorie will share with your strategies, tactics, tips, and suggestions on how to prepare your business or organization to respond to a crisis both internally and externally. You will walk away with new ideas on how to:
- When and how to effectively work with the media
- How to inspire and lead your employees when chaos is all around you
- How to communicate with your supply chain and key stakeholders
- How to protect your brand
My guest, Dorie Clark is the President of Clark Strategic Communications in Boston. Dorie is recognized as a “branding expert” by the Associated Press, She honed her crisis communication skills as a spokesperson for Howard Dean’s presidential campaign and as the press secretary for former U.S. Labor Secretary Robert Reich’s gubernatorial race. Today, she is a frequent contributor to the Harvard Business Review, Forbes, and the American Management Association’s publications. She is also a columnist for Mint, India’s second-largest business newspaper. She consults on marketing and branding strategy for clients like Google, Yale University, and the Ford Foundation, and is the author of the forthcoming Harvard Business Review Publishing book Reinventing You: Define Your Brand, Imagine Your Future (2013).
Dorie has taught marketing and communications at Emerson College, Tufts University, Suffolk University, and Smith College Executive Education. She has also lectured at universities worldwide, including Harvard University, the University of Michigan, and Georgetown University’s McDonough School of Business. She is quoted frequently in the international media, including the New York Times, NPR, the BBC, and more. At age 18, Dorie graduated Phi Beta Kappa from Smith College, and two years later received a Master of Theological Studies from Harvard Divinity School.
This is a FREE teleconference, but you must register to save a spot. Space is limited so don’t delay. This might the most important hour you spend all year. Register today!
Don’t Use the Elevator (Speech); Take the Stairs
I’ve never made a sale on an elevator.
All throughout my career, I’ve been told I need an “elevator speech.” You know, that 30-45 seconds that you might spend on an elevator pitching someone as to what you do and how you do it. Enough time to sound like those fast-talking voice over guys who tell you everything that can go wrong with you if you use their erectile dysfunction medicine, as the other guy in the elevator sprints off a floor early to get away from you.
Elevator speeches are mostly about pitching. It’s your opportunity to bore the other person about what you do so well and how you do it. Here’s a memo. They don’t care about what you do and how you do it. All people generally care about is how you can improve their condition. Instead of pitching, I prefer accumulating at bats. “At bats” for me means a next meeting. And, contrary to popular opinion, you don’t have to rush to get it. In fact, if you do rush through an elevator pitch, you’re unlikely to make the connection you need to begin to gain trust.
Most elevator speeches sound something like this…
“Hi, my name is John Smith and I sell insurance. I have programs for all businesses and can really save my clients money by doing all the shopping for you. I have 20 years experience and know what my clients need. Here’s my card.”
That’s a pitch. The other person didn’t get a word in. In fact, they are now briskly walking away to get some spiked punch. Here is creating an “at bat…”
You: Hi, my name is John Smith. It’s a pleasure to meet you. What do you do?
Other Guy (OG): Hi, I’m Skip. I own a manufacturing company. How about you?
You: Skip, I dramatically enhance peace of mind for my clients so they can effectively operate their businesses.” (Now shut up…I know it’s hard, but don’t say a word)
OG: I’m not sure what that means. How do you do that?
You: It is a pretty vague response, isn’t it? Instead of being theoretical, why don’t you tell me a little about your business and what your biggest challenges are. Then I can give you more specific ideas on how we might work together.”
You now have a situation where the OG is talking. You now need to listen. In reality, if you’re at a function, this may not be the time or place to discuss it, or he wants more information. This is where you suggest a meeting (an at bat) to discuss his situation in greater detail.
The difference between a straight elevator speech and a value proposition is that the other person will do the majority of talking. Elevator speeches are just that…speeches. We get so caught up in our methodology…selling insurance…that we forget this is about improving our client’s condition.
So get a little exercise. Don’t take the elevator. Jump on the stairs and take the slower and more deliberate route. It will end up getting you business faster!
© 2012 Dan Weedin. All Rights Reserved
New Coaching Testimonial
I recently received a very nice testimonial from a new coaching client. Aaron Murphy is an exceptional consultant and architect for aging in place. I’ve had the pleasure of working with him the past month. Aaron was very kind to send out this unsolicited testimonial on the value he has received from working with me. Many thanks to you, Aaron!
“Two weeks into a 90 day personal business coaching session, with the wonderful Mr. Dan Weedin. Great conversations, clarification of intentions, and goal setting at each sit-down. He also has me working hard, and accountable to deliverables each and every week. We are sorting some important things out that will keep me at my “highest and best use / value” with my time. Professionally, and personally as well… GOOD STUFF!!! “Work Smarter, not harder…” Thanks Dan!”
I know Aaron is not in the insurance industry, but it doesn’t matter. The value received and return on investment is the same in any industry. Who is coaching you?
© 2012 Dan Weedin. All Rights Reserved
Extra Points – Influence
This weekend, Barb and I were at a picnic with friends. One of our friends, Diane, asked our opinion on which coffee flavor sounded the best – Kahlua or Chocolate Raspberry Truffle. Barb responded with, “Kahlua is my favorite!” I followed with “You can’t go wrong with chocolate raspberry truffle.” She opted for suggestion. When Barb asked why she chose mine, Diane said, “I don’t know. He seemed to make a more convincing case.”
~Alan Weiss
Octber 3rd – Women’s CEO Retreat
There is an outstanding event coming up in October for all women CEOs and executives in the Puget Sound area. Click here to learn about the event.
If you know of someone who should be attending or be invited, please contact Michele Bosworth at michelebosworth@excellpugetsound.com. This might be women in your agency or company, or clients. I know the guest presenter, Lauren Owen, and she will put on a dynamic presentation.
Lauren Owen will present at Retreat
Cyber Insurance: Are your clients lost in space?
I just spent 30 minutes being interviewed for an article that will be run in a journal for risk managers. The topic is cyber insurance and why about 50% of businesses don’t carry a policy. The journalist asked me why I thought more insurance buyers don’t purchase this coverage. My answer was pretty simple. I think it’s the fault of insurance agents.
Large, multi-national corporations all buy cyber insurance. The ones who really need it are small business owners. These are the people you deal with most. Businesses with under 100 employees are now being targeted by cyber thieves because they are low hanging fruit. You have a responsibility to sell them cyber insurance to protect their financial assets and future. It may be the most important coverage they need.
I believe it’s the agents fault for two reasons…
1. Insurance buyers don’t know about cyber insurance. They are not being told by their agents, or even those trying to win their account. They might read an article and bring it up, but that shouldn’t be the norm. You really have an obligation to make it part of your checklist.
2. They may be told and not educated. Sure, you tell them about it and they decline because they don’t think they need it. Your obligation is to fully educate them on what they are missing and what it could ultimately cost them. I sold insurance. I know insureds hate new costs and policies. Most didn’t buy Employment Liability Practices 20 years ago. Today, it is very common.
I am guessing the same will happen to cyber insurance. In 10 years, this will be a non-issue in insurance. In fact, you may find company carriers making it a part of their regular policy. As technology becomes stronger, faster, and more important to the success of business, the risk will also grow. You need to protect yourself and your clients by being more assertive about cyber insurance. That’s why you do what you do!
© 2012 Dan Weedin. All Rights Reserved
Social Media Crisis: Even Flo Can’t Help Progressive
Even that spunky and sassy Flo can’t help Progressive out of this fix.
By now, you’ve heard that Progressive Insurance learned the damaging power of social media. One guy, a blogger named Matt Fisher started the social media uproar as he started blogging about the bad service he and his family received from Progressive. Mr. Fisher’s sister was tragically killed in an automobile accident and she was insured by Progressive. Mr. Fisher was angered by the company attorney’s appearance at a hearing trying to blame the accident on his sister. The complaints went viral and national. Read the Wall Street Journal column written by Erik Holm.
I don’t claim to know the policy in question, or any details of the accident. This blog is about understanding the power and depth of social media, and what it can do to an insurance company or agency. Progressive will rebound. They are a large insurer with resources to do so. But what about your agency? What if you are a small regional insurer? What if you don’t have the gravitas of Flo?
You can’t be perfect. Bad things happen, and sometimes you make mistakes. Social media has the ability to exacerbate them. Simply saying to be on your best behavior isn’t going to cut it. As more and more situations like this happen and gain notoriety, the chances that more will come is guaranteed. Here are a few things you need to know to protect yourself and mitigate issues that arise out of social media challenges…
- Catch it early. Are you watching your own name on Twitter and Facebook? How will you know if someone is talking about you (bad or good)? You need to have some process or mechanism to follow your name and brand. It might be as simple as having an employee sophisticated in technology and social media keep tabs. At the very least, you should have Google Alerts following your name.
- If you made a mistake, acknowledge it. I know this flies in the face of conventional American wisdom. But spinning isn’t good for politicians, and it’s not good for you, either. People figure it out and it ends up doing more reputation damage. Be honest.
- If it is untrue, you can stand up for yourself. Acknowledge the facts. Don’t call out others.
- Don’t get into a cyberspace war of words. You will never win. American Airlines held its own against Alec Baldwin. Don’t try to do the same. You will only come out looking worse.
- Try to deal with the situation offline. Find some resolution outside of a public forum.
- Don’t stop your own social media activity. It looks like you’re hiding. Should be business as usual.
- If things do get worked out, ask them to tell the world. If they were angry and blogged or tweeted, and now they are happy, they can fix a lot of ills. People are attracted to businesses making things right. Make sure if you did, you get some credit.
Bottom line is this – all insurance industry representatives (companies, agencies, claims adjusters, etc) are vulnerable to what happened to Progressive. Do the right thing, acknowledge mistakes, make things right, and move on. But, the biggest lesson is awareness. If you don’t know you’re being blindsided by a blog or Tweet, it may be too late by the time you do.
Social media is here to stay. It will evolve and change constantly. In order to leverage it’s power for good, not evil, you need to stay aware of how your name and brand are being represented. It’s your responsibility to stay on the leading edge, so you don’t get thrown off of it!
© 2012 Dan Weedin. All Rights Reserved
Extra Points – Teammates
Teammates.
with Jim Lefebvre and Poulsbo Mayor Becky Erickson
Last Tuesday, I had the honor of sitting next to Jim Lefebvre as I was Master of Ceremonies for the 13-year old Babe Ruth World Series. Jim was the manager of the Seattle Mariners about 25 years ago. Today, he is a tremendous ambassador for the game of baseball. I enthusiastically listened to his stories for an hour. The one constant he had, and was highlighted in his keynote address, was the importance of being a teammate. Baseball is a team game – you are called on to sacrifice bunt, move runners over by making an out, swinging on a hit and run, and a myriad of other things. He stressed that a successful team was one made up of great teammates.
The same is true in business and life. Who are your teammates? In business, it’s your employees, your clients, your vendors, your board of directors, your investors, and your community. In life, it’s your family, your friends, your community service groups, and your community. Being good teammates often means sacrificing for them, too. It means letting others be the stars sometimes, It also means taking leadership roles when you’re called to, or when you are the obvious choice. It takes courage.
Final thought. When I coached high school basketball, I only had one simple rule for my players. Don’t let your teammates down. It encompasses a lot of selfishness that can ruin a good team. How are your teammates doing? More importantly, are you a good teammate?
This week’s quote - “If a woman has to choose between catching a fly ball and saving an infant’s life, she will choose to save the infant’s life without even considering if there are men on base.”
~Dave Barry
© 2012 Dan Weedin. All Rights Reserved
Strategy is About Eating Elephants
Yesterday, I held my monthly executive group workshop and the topic was time management. Several of the group members want to make more time to strategize and are frustrated in not making that time. In talking with one member in a follow up this morning, she shared with me her dilemma. “Strategy” as a word can be very amorphous and overwhelming. In fact, in can be so overwhelming that it actually paralyzes you from doing it at all!
Strategy work for executives and business owners should be like eating an elephant. One bite at a time.
Bite # 1 – Define what you want to accomplish. Are you making short or long term goals? Do you need to contemplate sales or operations challenges? Are you formulating an exit strategy (regardless of how far in the future that might be)?
Bite # 2 – Once you’ve defined strategy, “unbundle” to make them more bite size. Take only one small bullet point of one of your categories and work on that. Maybe you schedule out your strategy sessions over the course of six months and attack only one piece at a time. This will keep you more focused and the sessions shorter.
Bite # 3 – Put your strategy time on the calendar and hold it sacrosanct. Treat your time like you are a client. As an executive or owner, you are doing the best for your company when you are engaging in strategy work.
Bite # 4 – Keep notes. They can be either electronic or paper. Always know what you accomplished and what the next steps are.
Bite # 5 – Be persistent. Don’t put so much pressure on yourself. Find the time, keep your commitments, follow through, and work one day at a time. This persistence in the end will pay off.
Whether it’s cleaning your garage; getting into shape; eating that proverbial elephant; or making time to strategize; you WILL eventually finish your task with a committed and consistent plan. Define, unbundle, commit, record, and persistence will finish off the elephant and your strategy work.
© 2012 Dan Weedin. All Rights Reserved
Extra Points – Cool in Crisis
Captain Jack
Last Monday, I was on vacation with my wife, Barb in Pittsburgh, PA. We were visiting our daughters who go to college back there. In the middle of sipping on a blueberry-pomegranate smoothie at a McDonald’s, I got a phone call from the young man who was watching our dogs. He informed me that during his walk with both of them, Captain Jack had wriggled out of his harness and was footloose and fancy free (my words, not his). He explained this calmly to me as he was walking Bella with one hand, on the phone with me on the other hand, and keeping an eye on the fugitive dog. He said, “I’m keeping an eye on him. I don’t want to run after him because he will think it’s a game. Do you have any suggestions?” I gave him a few. He then proceeded to tie Bella to a post (I think she would have just said to let Jack go), hung up with me, and chased after the dog. Within 5 minutes, he called me back to advise that he had apprehended Captain Jack, and was taking them back home.
I was impressed. This 20-year old, under the duress of losing a dog he was charged with, had the calmness and presence of mind to not just run after the dog (a practice I unfortunately have); call me and get information to help him; tie up the other dog and keep her safe; and quickly re-claim the wayward canine. He did it all within a few minutes.
My young friend is a great example of keeping cool in crisis. How do you respond to stress and anxiety? Do you remain cool, calm, and collected? Can you keep your composure and display leadership amid turmoil?
This week’s quote - “Every man is born as many men and dies as a single one.“
- Martin Heidegger
© 2012 Dan Weedin. All Rights Reserved
