I’ve launched my newest project over at FreeAgentToolbox.com. It’s been out a couple of weeks now and I’m enjoying the different focus for my blogging and tutorials. I’ll still blog here occasionally for more personal stuff. Go check out the new site and let me know what you think!
Newest Project Launched
Cutting Through Twitter Spam
Twitter gives you access to people who are seeking answers related to your expertise. Unfortunately, Twitter also gives you access to a lot of junk, or spam. How do you avoid the spam and find real people asking real questions?
I recently came across a tool called InboxQ. The service uses its pixie dust to deliver you high quality questions based on keywords you specify using either their Configurator or the browser extension.
If you’re looking for a way to spend more time answering questions on Twitter and providing real value, watch the video and give InboxQ a try. Let me know what you think.
More Tutorials
After discussing how I follow up with clients and using different modalities to set expectations, the third way I’m striving to provide more value to clients (and everyone, for that matter) is to do more video tutorials.
I get a lot of questions from clients about how to perform tasks within WordPress and other online tools. If I reply to only the client with an answer, I’ve helped one person. If I record a screencast or short video of my answer to their question and post it on my site, YouTube, Vimeo and others, I’ve greatly expanded the number of people I can potentially help.
So as I go about setting up tools for clients and answering their questions I’ll be recording more short tutorials for everyone to use, which I call Tech Tips. You can view the ones I’ve already posted here.
Yeah, it might take me a little longer to answer just one question. But I often answer the same question multiple times for different folks. And maybe even multiple times for the same person, but who’s counting? With a tutorial I can provide a link as a resource to help multiple people more efficiently.
What types of questions do you get that could be put into tutorials or perhaps an FAQ?
Greater Expectations
I recently challenged myself to come up with three ways to provide more exceptional value after receiving adequate service. The first way is to reduce the amount of time it takes me to follow up with clients after a call. The second way is to do a better job communicating expectations. Both what I expect from them as a client and what they should expect from me.
There are many ways to communicate and I’ve traditionally relied on conversations. Great for auditory learners. Not necessarily ideal for visual learners, whether written or graphically inclined.
By providing my clients with a checklist and diagram of the tools we’ll use to build their brand online, the easier I can make it for non-auditory learners to understand the process and ask questions.
Immediate Followup
In the last post I discussed my experience with adequate service and how I realized I need to improve in some areas of my business to provide better service to my clients. The first idea that came to mind when I challenged myself to find 3 ways to improve was reducing the amount of time it takes me to follow up with a client. I think I do a decent job and no clients have ever complained. But I’m trying to be honest here and go beyond being adequate.
When I am on a call with a client, I’m writing down my action items and taking notes. I often wait until the next day to send a follow up email recapping my list and to ask any clarifying questions. This extra day (usually) allows me to process the call, or so I’ve told myself.