Quill Writing Blog

Can your modern business benefit from the old-fashioned way?

Mon, 29 Aug 2011 00:37:00 GMT

In a time not too long ago, in a place not too far away, Eunice Jones made a phone call to an insurance company and spoke to … another person! A human, just like her. A being with thoughts and feelings. Someone whose spontaneous responses to her questions reflected a true understanding of her situation and a genuine desire to make her happy.

Incredible as this may sound, Eunice was not taken aback by this. Nor was she alarmed or confused. Instead, she simply went about her daily business, knowing that the insurance company regarded her as a VIP and could always be expected to treat her as such.

Eunice’s next-door neighbours, Bruce and Val, were about to go on holidays. With trusty old Viscount attached to his beloved HG, Bruce drove down to the local service station to fill the tank.

Not only did the attendant pump the fuel himself, he also washed the windscreen, checked under the bonnet and, after wishing Bruce carefree driving, gave Val a wink and a packet of barley sugar to eat on the way!

“Surely not,” you say. “How could this be? What strange lives these ancient peoples lived.”

Of course, today things are different. We’re blessed with super technology that automates responses and enables us to fly through transactions at the speed it takes to punch a number.

We’re empowered to do most consumer-oriented tasks ourselves, from scanning our own groceries to electronically banking. And, if we ever get confused by the process, we’re encouraged to “Please stay on the line as your call is important to us and will be answered by the next available operator.”

Imagine a modern day business operating in an old-fashioned way when it came to customer service. A bank manager who remembered your name. An insurance executive who personally visited you after a loss. Sales people who made shopping for small ticket items as enjoyable as shopping for the big ticket things.

What a point of difference!

Could your business measure up to Eunice’s expectations? Would Bruce and Val be your biggest fans?

If not, maybe it’s time to take a look back in time for an old-fashioned new way of thinking.

Powerpoint, thy name is ... well ... Powerpoint ...

Wed, 27 Jul 2011 02:02:00 GMT

Ah, Powerpoint. I'd say more but methinks this says it all:

Seven reasons why being an occasional ‘Diva’ can be good for you and your business

Fri, 03 Jun 2011 07:34:00 GMT

Having recently had a mild dummy-spit at the behaviour of a client, rather than despair over whether or not they would ever hire me again, I decided to ‘embrace the Diva’ and not give them another second of my time … for a while anyway.

Instead, I turned off the computer, turned up the music, ran a rose-scented bubble bath (love working from home) and sipped a smooth White Port.

While luxuriating in the steam and bubbles I wondered why I didn’t feel guilty. After all, as a solo professional, isn’t it vitally important that I’m always nice to everybody all the time no matter what? I mean, don’t they all have to like me? Surely I can’t afford to show displeasure towards someone who pays me.

Then it hit me – yes, I can!

You see, confidence is a two-way street. You not only have to hold it within yourself, you also have to show it to the world. You know you’re good at what you do. Your clients know it too; they’ve reaped the benefits of working with you. So on the rare occasion when one of them has a momentary lapse in judgement and forgets, it’s perfectly reasonable to remind them.

Now, without further ado, here are my top seven reasons to celebrate the Diva within:

1. Shows complete confidence in yourself and your expertise.

2. Lets people know they are dealing with a Creative Genius.

3. Implies that you may not always be available (“Just because you want my help right now doesn’t mean that you’ll get it.”)

4. Sends the message that ‘they need you more than you need them’.

5. Gives your services a ‘high-end’ vibe and so are expected to cost more.

6. Says to the client: “You are not always right … but I am and that’s what you pay me for.”

7. Hey, it’s fun to laugh at your occasional (mis)behaviour.

So the next time you sense a Diva moment approaching, don’t be afraid. Just throw your arms wide-open, hold your head high and EMBRACE THE DIVA!

If your Target Market were a celebrity, who would it be?

Tue, 01 Jun 2010 13:35:00 GMT

Understanding your target market is one of the sales basics. Knowing who you’re trying to sell to and what makes them tick enables you to engage with them and convey your message more effectively.

Often though, target markets are so broadly defined that they become like bricks in a wall with no personality. But it’s the personality that you need to reach in order to sell your stuff. So, instead of looking at your market as a bunch of people, look at it as just one person.

For example, let's call her Eunice.

Now, make like a mind reader and get inside her head.

What is important to her?
What is her life like every single day?
What makes her happy?
What makes her sad?
What makes her ANGRY(!!!)?

Check out her friends. Who does Eunice hang out with and what attracts her to them?

Next, think about the problem Eunice has that will be solved by using your product or service.

Does she suffer with arthritis but is wary of doctors?
Is she generous to her grandchildren but sometimes has trouble finding the perfect gift?

Whatever the problem, you have the solution for her - after all, Eunice is your Target Market!

Now let’s make it really interesting …

As the title says: If your Target Market were a celebrity, who would it be? Taking into account all the characteristics of your target market personified (i.e. your 'Eunice'), who in the public eye best captures that market?

Could it be Paris Hilton, Princess of Fashion? Perhaps Will Smith, all-round nice guy who can kick butt if he needs to. Dave Hughes for the angry man next door or Julia Gillard in a power suit? Dame Edna would be interesting … if she’s your Eunice, marketing’s going to be a blast!

Basically, it’s all about connection. Connecting with your market, looking him (or her) in the eye and making his day.

Who’s your Eunice?

Social Media: Where is it? Why is it? What does it all mean?

Thu, 22 Apr 2010 13:49:00 GMT

Unless you were kidnapped by aliens and have been living on another world for the past few

years, you would have heard the incessant buzz that is Social Media.

Now, I'm no expert on this new sensation but I do recognise its potential for spreading

my business message so am eager to learn all about it.

Here's what I've gleaned so far ... and to be honest, it may not be much more than what

our friends on Planet 'Ahh-ya-got-me' already know, but it's a start:

1. Make the decision whether or not to use a form of social media for business BEFORE you

catch-up place' filled with juvenile games like Farmville and Cafe World (and other

suoıʇɔɐɹʇsıp ʎןןıs).

2. Don't feel compelled to follow someone on Twitter simply because they follow you. Sure,

it may seem like the polite thing to do but what really matters is the quality of your

contacts, not the quantity. If you don't genuinely have an interest in their 140 character

pearls of wisdom, don't follow them.

Hey, Life's too short to read bad tweets!

3. Then of course, there's YouTube. Apparently, YouTube's the second biggest search thingy

on the Web - edged out only by 'The Google'. So it makes sense to have some kind of video

presence if you want to raise your profile in cyberspace. Hey, it worked for SuBo.

Add to these the various other social media platforms that you can Link In, Digg in and

Squidoodly diddly in - it's no wonder I'm a tad confused!

Thankfully, there's stacks of information out there to help make sense of it all.

Kirsty Dunphey has a fab article on her blog here, which is well worth a look.

Here's to taking off the training wheels!

Social Media: Where is it? Why is it? What does it all mean?

Unless you were kidnapped by aliens and have been living on another world for the past few

years, you would have heard the incessant buzz that is Social Media.

Now, I'm no expert on this new sensation but I do recognise its potential for spreading

my business message so am eager to learn all about it.

Here's what I've gleaned so far ... and to be honest, it may not be much more than what

our friends on Planet 'Ahh-ya-got-me' already know, but it's a start:

1. Make the decision whether or not to use a form of social media for business BEFORE you

catch-up place' filled with juvenile games like Farmville and Cafe World (and other

suoıʇɔɐɹʇsıp ʎןןıs).

2. Don't feel compelled to follow someone on Twitter simply because they follow you. Sure,

it may seem like the polite thing to do but what really matters is the quality of your

contacts, not the quantity. If you don't genuinely have an interest in their 140 character

pearls of wisdom, don't follow them.

Hey, Life's too short to read bad tweets!

3. Then of course, there's YouTube. Apparently, YouTube's the second biggest search thingy

on the Web - edged out only by 'The Google'. So it makes sense to have some kind of video

presence if you want to raise your profile in cyberspace. Hey, it worked for SuBo.

Add to these the various other social media platforms that you can Link In, Digg in and

Squidoodly diddly in - it's no wonder I'm a tad confused!

Thankfully, there's stacks of information out there to help make sense of it all.

Kirsty Dunphey has a fab article on her blog here, which is well worth a look.

Here's to taking off the training wheels!

Unless you were kidnapped by aliens and have been living on another world for the past few

years, you would have heard the incessant buzz that is Social Media.

Unless you were kidnapped by aliens and have been living on another world for the past few years, you would have heard the incessant buzz that is Social Media.

Now, I'm no expert on this new sensation but I do recognise its potential for spreading my business message so am eager to learn all about it.

Here's what I've gleaned so far ... and to be honest, it may not be much more than what our friends on Planet 'Ahh-ya-got-me' already know, but it's a start:

1. Make the decision whether or not to use a form of social media for business BEFORE you sign up. That'll prevent your Facebook page becoming an 'old acquaintance and school chums catch-up place' filled with juvenile games like Farmville and Cafe World (and other suoıʇɔɐɹʇsıp ʎןןıs)

2. Don't feel compelled to follow someone on Twitter simply because they follow you. Sure, it may seem like the polite thing to do but what really matters is the quality of your contacts, not the quantity. If you don't genuinely have an interest in their 140 character pearls of wisdom, don't follow them.

After all, Life's too short to read bad tweets!

3. Then of course, there's YouTube. Apparently, YouTube's the second biggest search thingy on the Web - edged out only by 'The Google'. So it makes sense to have some kind of video presence if you want to raise your profile in cyberspace. Hey, it worked for SuBo.

Add to these the various other social media platforms that you can Link In, Digg in and Squidoodly diddly in - it's no wonder I'm a tad confused!

Thankfully, there's stacks of information out there to help make sense of it all.

Kirsty Dunphey has a fab article on her blog here, which is well worth a look.

Here's to taking off the training wheels!

A Voice for Every Occasion (or Don't Keep it Under your Hat)

Mon, 22 Feb 2010 04:34:00 GMT

Owning a business usually means wearing several different hats—often at the same time. Employer, manager, marketer, diplomat, business strategist, problem solver, counsellor, coach, just to name a few. (Are we tired yet?) And each hat needs its own voice. Voice? Talking hats? What the...?

Let me explain.

Every role you play in the running of your business requires that you communicate with someone. The way that you communicate depends on which hat you're wearing at the time. And, the audience you're communicating with determines which hat you wear.

Let me repeat that.

The audience you're communicating with determines which hat you wear.

This is a very important point to grasp as it will affect the outcome of everything you say, write or do.

For example: Let's say you sell bicycles. You employ sales people and back up staff in the shop as well as a website guru for your online sales. The hat you wear as an Employer has a different voice than your Marketer Hat which is different again from your Business Strategist Hat.

The need arises for you to speak to one of your sales folk about his performance. His character, education level, attitude and experience will tell you whether to don your Coach Hat or Manager Hat. As a coach you will communicate differently—through choice of words, demeanour, tone, body language and facial expression—than a manager. Getting the hat right will ensure the meeting achieves its best possible result.

Think about all the hats you wear in your business. Perhaps you're an independent professional with no employees. Who do you communicate with and what hat must you wear to do it?

· Clients: diplomat, counsellor, problem solver...?

· Prospective clients: marketer, authority figure...?

· Suppliers: manager, customer (for an "other side of the table" look)

Now, think about the differences between each voice. How do you speak to a supplier? How does that differ from your conversation with a client? And how does that contrast with the language you use in your marketing materials?

(Heads up: If there is no difference, your business' bottom line is most probably not living up to its full potential.)

What's your favourite hat in the collection?

My new assistant

Fri, 22 Jan 2010 00:24:00 GMT

I think her job description goes something like this:

- Keep the boss's (and I use the term loosely) brain alert by constantly rearranging items on the desk

- Help facilitate lively network discussion (or ... get the the kids to fight over who gets to hold her next)

- Coordinate team-building activities (such as: "You keep her occupied so she doesn't follow me out the front door.")

- Provide staff with onsite training in negotiation techniques (for example: "I'll clean your room if you empty the litter tray")

- Provide security for office equipment ("Ain't nobody gonna steal this printer")

- Staff morale manager (Well, basically provide everyone with a lot of laughs and "Awww isn't that cute" moments)

Cheers,

Carol

Some of my new favourite things

Tue, 12 Jan 2010 07:03:00 GMT

I'm following on from a previous post in which I shared some tips on how to make writing a tad easier.

One particular tip was to use the right writing instrument. Over the past few weeks this has proven true time and again as I've discovered the gentle joy of using fountain pens.

Where previously I'd use a trusty pencil to 'set down my stuff' I now use one of the 3 nibbed beauties in my new (and hopefully growing) collection. Despite my 'doctor-worthy' handwriting style, I've always enjoyed the act of writing on paper. Using fountain pens makes me think of it now as the art of writing on paper and how the process of writing is as satisfying as the result.

It's funny but each pen seems to possess its own personality. This means I can match the instrument to the mood I'm in or, alternatively, the mood I want to be in. And, each pen adds its own little idiosyncratic tweak to my handwriting ... which can look quite amusing if I decide to switch pens mid-piece.

For example, my fine-nib dainty little purple Jinhao with the red crystal clip is Little Miss Perfect. Everything has to be 'just so' and 'High Tea' refined. Its black ink means this one really is perfect for filling out official paperwork and signing cheques.

Then there's the black Classic medium-nib with a flashy scroll of a clip and heavy barrel. This pen oozes bold creativity with a bit of a cheeky edge. The dusky purple colour of the ink adds fathoms to one's sense of adventure when writing with this pen.

Lastly, there's the lavender-coloured Mabie Todd Swallow with another medium nib. This pen radiates an understated elegance and inspires writing with 'finesse'.

So there you have it. A tiny glimpse inside my desk at some newfound friends.

What are some of your favourite tools of the trade and how do they inspire you?

Gotta love Technorati

Mon, 21 Dec 2009 08:08:00 GMT

R2SUHFGU296P

A few tips to help make writing easier

Fri, 27 Nov 2009 03:18:00 GMT

Do you often find yourself sitting in front of a blank screen, wondering where your inspiration went? Don't worry, the answer may be as simple as a little tweak to your writing technique.

The first thing to remember is that in order to write, you don't have to be chained to your computer. Hey, technology's wonderful and I'm the first to admit that without my computer I'd be really stuck. But when it comes to writing, taking a break from that electronic comrade may be just what you need to set your creativity free.

Make a decision to enjoy the experience of writing - of expressing yourself in text and then set yourself up so that it happens.

1. Get a notebook. Now, I'm not talking about your average office style notebook. I mean a really nice hard cover book that's a reflection of your personality. Perhaps it's conservative and faux leather, maybe it's loud and groovy; whatever it is, it should make you smile when you see it.

2. Choose the perfect writing instrument for you. A pen that glides effortlessly over the paper and is comfortable to hold. Perhaps, like me, you like to write with a pencil - freshly sharpened and not too fine. When you feel comfortable with the instrument, you'll notice your handwriting will seem neater and you'll find yourself enjoying the simple act of putting pen (or pencil) on paper.

3. Location, location, location! Take your notebook and pencil somewhere nice. By the fireplace on a cold day or out on the terrace in the sunshine with a plunger of coffee beside you. I've written business proposals in a park and a sales letter on a mountain. Let yourself be inspired!

4. Just write. When you have the first 3 steps in place just write. Even if it's off topic - you'll either get back on topic eventually or create something else that you can still use and be proud of.

Happy writing!

Using a good yarn to sell your stuff!

Tue, 20 Oct 2009 01:20:00 GMT

It's wacky, it's "out there" -- like REALLY "out there" and just a hoot. Don't know how much glue they sold but I'm sure it was worth the ride.

Why saying "Sorry" was the right thing to do

Sun, 08 May 2011 21:15:00 GMT

This post has nothing to do with marketing or proofreading or editing

or any of the other stuff I do at Quill Writing Services. It’s just

something that really spoke to me ... I guess in that sense it has a

lot to do with communication … but I digress …

For years the Stolen Generations issue has been debated, argued over

and, in a way, divided Australians into various schools of thought.

When on 13th February 2008, Prime Minister Kevin Rudd issued a formal

apology to the Stolen Generations on behalf of the Government, debate

still raged over whether it was the right thing to do.

It was. For a poignantly beautiful glimpse into the reasons why, just

watch and listen to this:

And in case you needed more reasons to proofread your stuff ...

Thu, 23 Jul 2009 02:02:00 GMT

You may have seen this before - it's been 'doing the rounds' for a while now but certainly worth another look.

If you've not seen it before I must warn you it's a teeny bit "M" rated with some blushworthy language. Very funny though!

In case you think proofreading is a waste of time ...

Thu, 25 Jun 2009 00:24:00 GMT

Life in the monastery

A young monk arrives at the monastery. He is assigned to helping the other monks in copying the old canons and laws of the church by hand.

He notices, however, that all of the monks are copying from copies, not from the original manuscript.

So, the new monk goes to the head abbot to question this, pointing out that if someone made even a small error in the first copy, it would never be picked up! In fact, that error would be continued in all of the subsequent copies.

The head monk says, "We have been copying from the copies for centuries, but you make a good point, my son."

He goes down into the dark caves underneath the monastery where the original manuscripts are held as archives in a locked vault that hasn't been opened for hundreds of years. Hours go by and nobody sees the old abbot.

So, the young monk gets worried and goes down to look for him. He sees him banging his head against the wall and wailing.

"We missed the R ! We missed the R ! We missed the R !"

His forehead is all bloody and bruised and he is crying uncontrollably.

The young monk asks the old abbot, "What's wrong, father?"

With a choking voice, the old abbot replies,

"The word was ... CELEBRATE!!!"

(Ya gotta wince)

Credit for this one goes to Brian from wideformatonline.com - the online magazine for users of wide format printers in Australia and New Zealand.

Yes, it is just a joke but illustrates the point methinks :D

Cheers,

Carol

Why clear communication is so important

Thu, 25 Jun 2009 00:26:00 GMT

I think this says it all. Enjoy :)