Blog

“No Problem,” The Vuvuzela Of Customer Service

September 29, 2022 by Jim Blasingame

“No problem.”

That’s exactly what the young man on the phone at the bank said after thanking him for not being able to answer my question.

He didn’t say, “I’m sorry I wasn’t able to be of more assistance,” or “I’ll be happy to take a message.” Instead, he slouched into the verbal scourge of the 21st-century marketplace: when an employee serving a customer says, “No problem.”

In addition to the sound being harmonically dissonant to a customer’s ear, “No problem” is also cognitively dissonant to the Universe because of its misuse in the following two service scenarios, both inappropriate and unprofessional: [Continue Reading]

Implications of the Pandemic Workforce Diaspora on Corporate Culture

September 20, 2022 by Jim Blasingame

“Frankly, I’m amazed at how well we’re working right now. We’ve experienced zero drop in performance.”

That quote, and variations of it, came from several CEOs during the second half of 2020, in response to my question: “How have your teams performed so far during the lockdown?” These CEOs were guests on my weekday, syndicated radio program, “The Small Business Advocate Show.” In fact, they were so pleasantly surprised that one executive even asked rhetorically, “Tell me again why we’re spending $5million a year on office rent?”

For date context, that was the initial period when the marketplace was essentially locked down, and the workforce was sent home in response to the COVID-19 pandemic. Overnight, millions of workers across the globe started working remotely and, ready or not, subsequent teamwork, collaboration and meetings were conducted in the two-dimensional digital domain, like on a Zoom call.

Based on the answers to my question, it seemed that this emergency, once-in-a-career, global workplace disruption had revealed some previously unknown magical management formula [Continue Reading]

Lest We Forget – The Moments That Changed America

September 15, 2022 by Jim Blasingame

Concluding my live broadcast at exactly 8:58:50am EDT that Tuesday morning of September 11, 2001, was no different from the previous 198 Tuesdays since I started The Small Business Advocate Show in 1997. With the unremitting ticking of the clock, every weekday at the same moment, I transitioned from my on-air world to my off-air life. A talk show is an imprecise activity conducted in a precise environment.

Having conducted half-hour interviews with four different small business experts, as if it were just another day, we discussed marketing, communication skills, a survey about computer usage, and salesmanship. Tax rebates were hitting mailboxes, as the economy continued to be the big news.

There were errands to run, so by 9:02am, I was turning the key in the ignition of my Crown Victoria. Our world is filled with familiar sounds from which we receive information and sometimes comfort: in one second the sound of the engine told me it was okay to engage the transmission, and in the next, the voice of the radio announcer gave me subliminal comfort that the outside world was still there and reporting in.

But with the next tick of the clock, the content of the news registered, and I learned that as I was wrapping up my last interview at approximately, 8:45am EDT, a plane had crashed into one of the Twin Towers of the World Trade Center in New York City. Without moving a tire I turned off the engine and went back inside to turn on the news.

Barely five minutes after the hour, horrific images came into focus [Continue Reading]

Why Not An Official Day For Small Business Owners?

September 5, 2022 by Jim Blasingame

Labor Day began as an idea in the mind of a 19th-century labor leader – some say Matthew Maguire, others say Peter McGuire – who cared greatly for a very important segment of the marketplace, its workers.

Regardless of paternity, such a day was first celebrated on Tuesday, September 5, 1882, in New York City, when members of the CLU took an unpaid day off to demonstrate solidarity and, of course, have picnics. And ever since 1884, when President Grover Cleveland’s signature designated the first Monday in September as Labor Day, it’s been an official federal holiday.

In 1898, Samuel Gompers, then head of the American Federation of Labor, called Labor Day, “the day for which the toilers in past centuries looked forward, when their rights and their wrongs would be discussed…that the workers of our day may not only lay down their tools of labor for a holiday, but upon which they may touch shoulders in marching phalanx and feel the stronger for it.”

Alas, entrepreneurs aren’t organized like our union brethren – probably because we’re too busy making payroll. [Continue Reading]

What Your Bankability Says About Your Business’s Sustainability

August 31, 2022 by Jim Blasingame

Not that long ago, there was a lot of noise and some clarity about the concept of crowdfunding, which is using technology to aggregate the funds of donors/lenders/investors for a specific recipient/business.

During that period, I tried to be part of the clarity by writing several articles about the three different kinds of crowdfunding, which are: contribution fundraising, business lending, and investment acquisition. Today I want to revisit the lending model, with some new information. [Continue Reading]

Professional Selling Skills: A fundamental now more essential than ever

August 23, 2022 by Jim Blasingame

In 16 BIE (Before Internet Era), business purchases were made by decision-makers who needed to buy stuff for their operations, and they almost always needed help with technical questions, innovations, pricing, availability, delivery, etc.

That year, a/k/a, 1977, every business buyer went to work expecting salespeople to call on them, unscheduled. To a prospect, a “cold call” was not optimum but usually was tolerated. Yes, in those days, you could walk into a business where you were previously unknown and leave with a sale. For current customers, dropping in was expected as good service. Remember, this was BIE, when a salesperson was the equivalent of a website.

As beautifully as this dance by motivated parties worked – one needed information and the other provided it – salespeople were still trained to conduct business with what Xerox (where I worked in 1977) called Professional Selling Skills (PSS). There were three key components to PSS: overcoming objections, closing skills, and probing. [Continue Reading]