lance cashion: remote control

First Things First: Don't Check Your Email

I am guilty as charged!  Trying to break a decade old habit is tough.  It is a daily battle. I walk into my office and fire up the computer... and open my emails.  Worse is when I wake up in the morning and the first thing I see (besides the time) is my email on my iphone! 

This is not the proper way to start your day.  What's so important that it cannot wait until I filled my mind with something of value like a Bible verse, exercise, or morning meditation?  Let's be honest, if it were an emergency, I would have received a phone call, not an email.

Looking for a simple way to bring levity and peace into your busy work day?

This is what I do when I arrive at work: (5 minutes)

1. I say a prayer and review my personal mission statement

2. I review my Goals

3. I check my To-Do List

4. I make sure my To-Do List and 1-3 are in alighnment and concert with each other.

Notice, checking email is not included on that list.

How do you start your day?

 

What does 'Thank You' look like?

Thank Yous come in many variations. In the professional world, I enjoy writing Thank You notes. Some may scoff and murmur that it is not a masculine endeavor. I disagree. Taking the time to write a sincere 'Thank You' to a colleague, new business acquaintance or customer is a noble activity.

Apparently a transaction of value has occurred to trigger a heart-felt thank you.

If your day is not going the way you would like it to. Or perhaps you are feeling down or beat-up. Stop and write someone a 'Thank You' note.  Feel free to read an earlier post of mine on this subject... Sorry, I'm a bit obsessed with gratitude at the moment.

What does 'Thank You' look like to you?

Lance

Unintended Success Story from a Lowly Blog

One of our partners was offering a service I needed. However, the price was not within our budget on this particular project. So, our partner said they would give us a discount if I shared my experience with their service on my blog. Done and done!

Like I’ve said before, I like awesome products and excellent customer service. I like people/companies whose actions and service match their words. Therefore, you’ll be hearing about our partner in the coming weeks. Perhaps they provide a service you can use as well.

Over and out!
Lance Cashion

AAPL Earnings Today: iphone 4 issues are over-stated

Apple Computer Company (AAPL) reports earnings later today.  The stock has taken a beating over the last few days due to iphone4 antenna issues.   A 23 point dive since July 8th?  C’mon!  Analysts pound the stock down with bad news and the brokerage houses buy it on the cheap.  They game is up.  The driver is not iphone4, it’s the ipad.  Even with the ‘fix’ presented by Steve Jobs last week, the overall affect on share price is less than $.50. 

I submit that AAPL’s price drop is completely over-stated.  Furthermore, I believe it is being over-stated ahead of earnings to allow the houses to buy at a discount. 

Let's cut through the media hype and see this for what it is, shall we?  YOU make the call.

Is Apple stock undervalued ahead of earnings?

Thanks for playing

Lance Cashion

Has the new iphone changed the way we communicate?

I should be receiving my new iphone 4 in the next few days.  Let’s be realistic, these are not phones.  These devices are super-computers with phone capabilities.  Just 6-7 years ago, I was not alone in thinking; “Phone’s with built-in camera, how stupid!”  I was wrong.  Today, I am intrigued by the video capabilities of the new generation smart phones.  I can more easily and effectively communicate using video chat and over the web using video in conjunction with my keyboard.  Personally, I don’t think we’ve scratched the surface on the creative ways we’ll be communicating using these devices or the new platforms that will emerge to support them.

Currently, I’m preparing to shift the way I communicate with my team, clients, prospects and future talent away from heavy email to video laden communications.  Sure, email will remain a major communication form.  However, if a client asks me a question about life insurance, I can reply with a short video rather than reply to their email (and possible blog the answer using traditional means).  Within a few minutes I can answer an important client question, upload it to youtube, my blog, and broadcast it to the world.  There by serving others who may have similar questions.  Now, imagine when I post my answer 5 other people post new questions/comments using video.  Suddenly, the conversation on the web becomes more ‘human’.  Maybe I could host a video webinar meeting with just a phone?

Are these devices going to change the way you communicate?  (Before you answer that, remember my comments about “camera phones being stupid”)

What ways are you going to take advantage of this technology?

Lance Cashion

American Health Underwriters

TXU Energy Billing and Customer Service Run Around

Have you ever dealt with these people?  I’d love to hear about it!   Leave a comment on my blog and TXU will hear about it!  TXU FAIL imo.  You can contact TXU here.

TXU Energy Billing and Customer Service Run Around

Dear TXU Energy Executive Team,
The electricity in my home is provided by TXU Energy.  I have been a loyal customer for several years.

People who know me don’t hear me complain much unless I absolutely mean it.  I love awesome and genuine customer service when I purchase a product or service.  I have sent thank you letters and emails for great customer service folks at huge corporations who really take care of me. 

Treating others (customers) how you would want to be treated is not TXU’s MO.  On my TXU Energy Bill page 2, you will see TXU’s stated goal.  It is as follows;

“Our goal is to provide outstanding customer service to you and resolve all customer issues through our (800) XXX-XXXX customer service number”.

Here’s the back ground.  I received my electric bill for June 2010 and it was 58% more than May 2010.  For reference my June 2010 bill was 35% more than August of 2009 (the month where we consumed the most energy).  The bill states that I have used more 45% more electricity in June 2010 than May 2010.  Our consumption habits have not changed in a month and Oncore (TXU provider) came to our home in April to provide a complimentary energy service/inspection of our home that promised to make our home more efficient.  So, you can see that I MAY want to speak with someone at TXU Energy regarding this increase in our bill.

Call 1: It took me 2.5 mins to navigate their automated “customer service” line to get a live human.  When I did, the human I was connected to was in the Philippines and barely spoke English.  I kindly asked if I could be transferred to someone in the US to discuss my bill.  The operator said that they could not transfer calls out.  I said, “thank you” and hung up.

Call 2: It took me a little over 3 minutes to navigate the automation where I was placed on hold for the next available “customer service” representative.  After being on hold for about 20 seconds, the line went dead.

Call 3:  A charm right?  Not quite.  I spent nearly 3 minutes getting back to a human (located in the Philippines).  I told the operator that I had a question about my bill.  She informed me that their system was down and to call back in about an hour.  I asked if there was a number I could call Stateside where I could speak with someone about my bill.  She said, “yes” and proceeded to give me the SAME number I called in the first place.  To this, I said that it was the same number I just used and she replied that I would just need to call back in an hour then. 

TXU Energy has never been known for their “customer service” and should not make a goal statement like the one mentioned above.  It comes across as a snow job to customers and angers us more when we are given the run around.  I’d rather TXU and others companies who operate like them not mention “customer service” at all instead of using it as a sales pitch.  I submit that TXU Energy’s “customer service” is nonexistent. 

BTW, I’m still waiting for Oncore or TXU Energy (whoever) to cut the large tree limbs that are lying across the power lines in our neighborhood.  We reported this dangerous situation in February 2010. 

My clients will attest to the customer service I provide.  Can yours?

Regards
Lance Cashion

• Have you ever had similar situations with so-called “customer service”?
• Does my story make you think twice about the service you provide your people?
• Does TXU have the humility, brains or stones to answer my charges and defend their brand?

Who would you want running our economy?

Who would YOU want running our economy? (inspired by FB discussion)

a. A broke academic with no business experience working from 'theory'?
b. A career politician who mistakes 'campaigning' for 'work'?
c. A seasoned business person with experience dealing with balance sheets, deadlines & budgets

Wealthy Businesswomen Win California Republican Races (Reuters)

...You can read a 1000 books on surfing; the history of surfing, how to surf, etc... Until you get out in the waves on a board and ride a wave... you do not know what it feels like to surf. FYI, I am a terrible surfer. At least I try! Experience trumps second hand knowledge.

At the end of the day, our government, our relationships, our work and service are all businesses of varying scale. Products and value are produced in each business where the best interest of the 'other' party is the focus. This does not mean that it is always agreeable. When you have experience providing a quality product or service and received payment or trade for it while remaining competitive and profitable at the same time... you get a glimpse of how realistic human interaction happens. It's based on value. I'm only as valuable to a friend as far as I can serve and help them through trials. The same goes for business. And sometimes, it takes tough love.

I'm anxious to see how this anti-politician wave plays out.

Lance Cashion

American Health Underwriters

intel: generating leads - What's more valuable?

People are constantly being bombarded with ads, solicitations, marketing materials, etc.  We get more spam, unwanted calls and junk mail than we can handle.  

In social situations or events where there is no time or opportunity to close a sale, you must connect quickly and effectively. 

At one point, it may have been good to leave a prospect with a stack of crap about your product or service in the hope that they would contact you and buy.  This is what I call 'lame marketing' and its down right lazy.

Stop doing this!

Instead, gather your prospect's information and tell them you will email them in the next couple hours. Better yet, schedule a call with them right then and there.

"Joe, it was great meeting you today, I can schedule a call with you tomorrow at 9:30am to finish our discussion."  (write time down on your business card when you part ways, send a follow-up email ASAP)

Get their info and get their permission to connect.  Do not load them down with crap.

Acquiring a potential client's contact info and permission is more effective and valuable than giving them yours!

Have a good one

Lance Cashion

American Health Underwriters

Intel: Your Personal Brand (Article Linked)

After reading the Inc. article, I decided to write about it...

 When most people think “brand”, images of Apple, Google and Nike usually come to mind.  However, we must recognize the importance and power of the faces, values and personalities that are brands in and of themselves. Think about the personal brands of Dave Ramsey, Billy Graham, Steve Jobs, The Grateful Dead. Donald Trump and Prince.  These are strong brands.  You know them.  You know what they do.

I learned the importance of the personal brand several years ago when I was building a brand around my music career as a DJ and producer.  Over the years, dedicated fans, music enthusiasts and potential customers would see (or hear) my name or my company name (Slow Motion Music) on print ad, flyers, message boards, radio, or word-of-mouth and know that the event, record or product was of the highest quality possible. I held myself and the people I chose to work with to the highest standards possible.  After four years of hard work, our brand was the standard on which all others were measured in Austin, Texas.

Today, technology has given each of us an opportunity to brand ourselves and our products cheaply and effectively.  You must leverage these powerful tools and communication platforms to build your brand. 

Below is an article from Inc. Magazine entitled; How to Build Your Personal Brand- With traditional publicity vehicles and the Web’s resources at hand, making a name for yourself is easier than ever. Author: April Joyner

Article Link Here

This article is packed full of useful information and links of further research.  I highly suggest you read it, digest it and implement some of the strategies.  I have published an article about defending your brand here.
 
Keep on, keepin’ on

Lance Cashion
American Health Underwriters

Advice for the head-honcho : Serving your people

As many of you may have figured out.  I am a Seth Godin fan.  I enjoy reading his insights, several of which I apply to my work.  Below is his blog entry from May, 15th 2010.  As a team leader, I must remain focused on the needs of my team.  In order for me to succeed, I must work to provide them with every tool, technology, and support possible to accomplish their goals.  Without them, I am just a dude behind a desk with a vision.   Without my team, I have no one to share my vision with and that vision will not become reality.  It’s always healthy to get a gentle reminder… Thanks Seth!  Servant Leadership is the way WE all want to be lead.  And the post below speaks to that imo.

Who do you work for? (And who works for you?)

"I always took the position that my boss (when I had a job) worked for me. My job was to do the thing I was hired to do, and my boss had assets that could help me do the job better. His job, then, was to figure out how best give me access to the people, systems and resources that would allow me to do my job the best possible way".  Read more here... (Seth's Blog)

Enjoy and see you again soon!

Lance Cashion

American Health Underwriters