As interns head into the office for the first time this fall, eager to make a good impression and begin a successful career, wouldn’t it be nice to be given a reading list…a list of books that hold the secrets and lessons to give you that extra advantage? I decided to ask a few leaders in the PR industry, “Is there a book you’d consider ‘required reading’? Something you wish every new hire read prior to their first day on the job?” Here are their responses:
Beyond How-to and PR 2.0 “I think better than any how-to or PR 2.0 book are business bios that inspire,(e.g., Howard Schulz, J. Dyson), books re: creativity, and Mad Men,” says Dorothy Crenshaw, CEO and creative director Crenshaw Communications. Personally, I love reading the biographies of successful business leaders; in fact, Howard Schulz’s “Pour Your Heart Into It” has a special place on my bookshelf.
Good for All Levels Stephanie Smirnov, president, Devries PR suggests “Making News in the Digital Era” by David Henderson.
Global Clientele and Mega Trends Alex Aizenberg , group manager, Weber Shandwick: “Hot, Flat, and Crowded” and “The World Is Flat” both by Tom Friedman.
Must Reads Richard Laermer, founder and CEO, RLM Public Relations: “Elements of Style” by E.B. White and “On Writing Well” by Wiliam Zinsser.
Start Your Career Right Christine Barney, CEO Rbb Public Relations: “The No Asshole Rule: Building a Civilized Workplace and Surviving One That Isn’t” by Robert Sutton.
The World Around You As Stefan Pollack, president of The Pollack PR Marketing Group points out, “With today’s explosion of information, to me, required reading is to read everything one can get their hands on. Books, eBooks, white papers, blogs, etc..Today’s entry level pro needs to up their level of intellectual curiosity and their life experiences. They need to know more about everything and as important link it to their pursuit for a career in PR.” Pollack’s recommendation: “the Book of Life, the life that is around you both near and far. By upping one’s intellectual curiosity, new hires, run the greater chance of understanding the contextual relevance of what they read when applying it to what they do. ”
As for my suggestions? Attempting to choose a single book to offer up as required reading is certainly not easy. My friends at BurrellesLuce and I frequently pass around books and a few of my favorite books, among those that have circulated, include:
But I think that if I could mandate a single book as required reading for new hires, I’d just stick to an old favorite: “How to Win Friends and Influence People” by Dale Carnegie. While Carnegie may have written the book in 1936, the simple lessons are timeless and perhaps more important today than ever before.
What book would you suggest a new employee reads before coming on board at your organization?
After seeing, hearing, and reading all the recent hullaballoo about employees publically quitting their job, I was reminded of how important manners are and how we often overlook them.
Take the case of Stephen Slater, former active employee for JetBlue Airlines, turned possible folk hero. While Slater was treated rudely by a passenger he was providing a service to that day (and he claimed, many other customers spanning his career), I don’t think, and I’m sure many agree with me, that it was necessary for him to so rudely and publicly exit his career.
Also, I’m sure there were young children on the plane and as a parent of children under 12 I try to instill good speech and certainly don’t want them to “overhear” a flight attendant on a loudspeaker uttering curse words. Never mind having them see a grown man whisking down a safety slide when clearly there was no emergency.
We were all taught as kids “two wrongs don’t make a right.” Then when we got older, we were taught that “the customer is always right.” Mr. Slater forgot theses pearls of wisdom.
Recently, I started following Jodi R.R. Smith on Twitter after reading her article, Gracious Good-Byes – Career Transitions. While Jodi has some great tips on protocol for an exit strategy, she also has periodically written pointers on manners in general, not just for the workplace. These are two that standout to me:
Attention Clerks: Customers who took the time to enter your store should be waited on BEFORE those calling in by phone.
Politeness costs nothing and gains everything.
To that I would personally add:
Everyone’s time has the same value – be punctual and never assume a colleague or friend is less busy than you.
Be courteous to family, friends, colleagues and strangers – say good morning; give a compliment; smile at someone on the street.
I also decided to weigh in with a youngster’s take on manners. While my 10 year old was unaware of the Slater JetBlue fiasco, he did have some interesting responses to my questions on manners:
What are manners?
A. Manners are what you use to be nice to other people and let them know you are a good person.
What is courtesy?
A. This means you are aware of other people and not yourself all the time.
How do you show consideration?
A. Don’t say words that would hurt people’s feelings. Listen to them. Then when they are done you speak and you say thank you if they say something about you that you like. Also holding doors and asking people how their day is is nice to do.
Do you think adults and kids treat each other with respect?
A. I think most people respect each other most of the time, but, it’s human-nature to ignore someone or say something mean once in your life.
Uh oh…but you apologize right??
A. Yes, you can say sorry and make it up to them with a smile.
So what has happened to manners or at least having the dignity not to act so rashly in front of an audience of onlookers? Perhaps, the increased acceptance and need to document every moment of our lives via online and social media plays some role. Perhaps workers feel compelled to vent and unleash frustrations publically when they might otherwise have handled the indiscretions privately because they are more likely to get a response from their boss or peers. Or perhaps some aren’t as concerned with their public image as their public relations or media relations counterparts. What are your thoughts? Please share your ideas with me and the BurrellesLuce Fresh Ideas readers.
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*Bio: Colleen Flood has been a sales consultant with BurrellesLuce for over 12 years and is eager to become a more integrated part of the social-public relations community. She primarily handles agency relations in the New York and New Jersey metro-area. She is not only passionate about work, but also about family, friends, and the Jersey Shore. Twitter: @cgflood LinkedIn: Colleen Flood Facebook: BurrellesLuce
How do you get everyone – from your maintenance team to your CEO – participating in the sales process? During a special Twitter chat last Wednesday evening, Heather Whaling and Justin Goldsborough, co-moderators of Twitter’s #PR20Chat, and Beth Harte and Anna Barcelos, leaders of #imcchat asked this question to more than 100 participants.
Here are a few takeaways every business should consider.
Top down and bottom up, goals must be aligned.
AdamSuffolkU: First step, make sure goals are aligned and input is asked/received from all-bottom on up
SuperDu: It starts w/ CEO creating top-line strategic plan. ALL divisional plans & emp. objectives feed into that one plan
jeffespo: It should be the trickle up effect. Everyone knows the brand and wants to sell it and make more money.
Create a customer-centric team environment
BethHarte: If all employees understand the customer is #1, they will all work to make sure they work hard from top to bottom
LoisMarketing: Communicate successes and celebrate at all levels. Make all staff aware of “wins,” new clients. Sincere appreciation.
Transform employees into evangelists
kimbrater: It’s more than the sales process, everyone has to internalize +evangelize the brand in order to sell it.
CASUDI: everyone has to be in love with, believe in the product ~ everyone will have the desire to sell
IABCDetroit: Engage employees thru educational, relevant communications so they’re empowered to relay company message, align w/ company goals
Everyone can have an impact on sales
BethHarte: Sales starts the minute someone walks through the front door. Better hope the receptionist isn’t cranky/mean
rpulvino: Everyone in the company is involved in sales in some way. Employees are the most important spokespeople for an organization.
And my respond: ValerieSimon: Education. When you take pride in, and understand your organizations strengths, you’re compelled to share the story!
Beyond 140 characters, I’d also emphasize that a strong and positive corporate culture is an investment that will not only pay off in increased productivity but sales. As I’ve mentioned before, I am a firm believer that everyone in an organization, regardless of title or department, should consider themselves a part of the sales team. Here are some ways organization can provides the training and follow-through to make the most of this extended sales force:
Make certain that ALL employees are educated on your products or services and the benefits of these services to your clients and customers.
Keep employees updated with a daily report of news for and about your organization, the competitors and the marketplace.
Create a simple process whereby all employees can easily submit referrals through to the sales team to close.
Share success stories. Recognize and reward those who are referring business, as well as the teamwork with sales that helped to win the new business.
Do you consider yourself a part of your organization’s sales efforts? What does your company do to harness the sales power of all your employees? Please share your thought with me and the readers of BurrellesLuce Fresh Ideas.
BURKE: Aedhmar, you were just on the panel talking about the future of public relations, and I loved how you incorporated and said, you know, we really have to step away as PR practitioners from those tactics that give us that feel good that we’ve done a good thing and align our goals with the business objectives. How do you counsel your team on how to be a bold–be a good consultant and align their PR objectives with the business objectives? What you’re trying to serve?
HYNES: Well, I think to a large extent, much of what we’re doing and have always done is really move a story based on the position of a brand or based on the positioning of a corporation. And for me, I’ve always felt that it’s critically important to understand the context of what you’re doing in relationship to the overall corporation. So really understanding what influences the success of that brand, which is much broader than simply the success of its product or the success of its people. And looking at the context of that and making sure that as a communications professional you understand the influence of government, you understand the influence of Wall Street or finance. Really, all of those things at a global level, even the understanding of cultures across multiple markets is critically important.
And a depth of appreciation and understanding of that as a context setter for what you’re trying to communicate, I think, is critically important. And in knowing and understanding the context within which you’re working, I think, gives you the opportunity to be much more effective not only in communications, but in being able to counsel your executives in their own effectiveness in communicating their brand.
BURKE: Great. Thank you so much. I think those are amazing insights that we all need to keep abreast of and take our ego out of the equation. Where can people find you in social media?
HYNES: Well, I’m pretty easy because I’ve got a very complicated name. And the spelling of my name is A-E-D-H-M-A-R. And so if you use that as your search, then actually all of the places that I am in the social media pop up straight away.
Early on in my career I received a phone call from a client who began the conversation with, “Hey Valerie, I want to introduce you to a friend of mine…”
I very much enjoyed and respected this client and was thrilled that he wanted to introduce me to his friend. In my mind I fantasized about his intentions. Perhaps we would all go out for dinner, or maybe he was setting me up on a date… my thoughts were interrupted by the words “director of corporate communications” and “in charge of media monitoring.” My heart began to pound as I realized what was happening. I was getting my first referral!
Today I regularly receive such phone calls, but the thrill has yet to go away. While referrals add up to quantitative results of your efforts to build relationships, they also offer bona fide proof that your relationship is one of trust and confidence (Cue Sally Fields, “They like me, they really like me!!!)
In order to earn new business, you’ll need to invest both time and resources and maximize your opportunities in the most efficient manner. Below are 5 steps to help you become more strategic in your relationship building and increase the number of referrals you receive:
1. Perform a SWOT analysis. Identify your own strengths, weaknesses, opportunities and threats and thenclearly identify the organizations you are targeting. As you consider different prospects and prospect categories, evaluate the customer needs against your analysis. Brad Douglas, vice president of sales and marketing with Shipley Associates, offers some excellent considerations to help you better assess your opportunities for targeting the right customers.
2. Determine the influencers you need to reach. As mentioned in this post from the Harvard Business Review, you may think you know the decision maker, “the one that is described in the RFP or articulated by those who actively participate in the formal decision-making process.” However, there are often key influencers within the organization who carry informal power as it relates to your opportunity. Take the time to uncover and develop those relationships.
3. Utilize ALL of your current relationships. While most organizations have a sales team or business development group, I am a firm believer that everyone in an organization, regardless of title or department, should consider themselves a member of the sales team. If you are proud of your organization and even if you are not (though you may want to ask yourself why are you working there?), it is your responsibility to help your company grow. Communication and collaboration between the sales team and other departments is essential. Beyond your organization, consider your vendors, partners and affiliates, clients, industry contacts, and even personal networks. If you aren’t actively using LinkedIn it is a great place to start organizing and expanding your network.
4. Ask for the referral! It is interesting that many people shy away from asking for a referral when they need/want it. Consider what’s stopping you. Are you afraid of creating an uncomfortable or potentially annoying situation? If yes, then that is good because it means you are thinking about and potentially being considerate of the person you wish to ask. And that is what distinguishes a “pushy salesman” from a friend you want to help. So be professional to and respectful of the person you are asking, their relationship, and their reputation. But don’t let that stop you from asking. After all, if you have real relationships, qualified targets, and a product/service you believe in, the person you’re asking should have no issue referring you and the person you’re introduced to will soon be thanking your friend for making the introduction.
5. Beyond ABC’s… ABH. While I certainly understand and appreciate the need to “Always Be Closing,” my personal philosophy is to “Always Be Helping.” In sales, and perhaps maybe in life, your reputation is everything. So be the person you want to be perceived to be – whether or not it meets an immediate business goal. In this case, that person is one who is helpful and informative and acutely aware of the needs and goals of his/her clients, prospects, colleagues, friends and family. In other words, take every opportunity to add real value and help them achieve their goals.
How are you making the most of one of your most precious resources – your relationship with others? Do you find it easy to ask for referrals and network when needed? What tips would you add to the list? If you are having trouble, what do you think is holding you back? Please share your thoughts with me and the readers of BurrellesLuce Fresh Ideas.
As interns head into the office for the first time this fall, eager to make a good impression and begin a successful career, wouldn’t it be nice to be given a reading list…a list of books that hold the secrets and lessons to give you that extra advantage? I decided to ask a few leaders in the PR industry, “Is there a book you’d consider ‘required reading’? Something you wish every new hire read prior to their first day on the job?” Here are their responses:
referrals add up to quantitative results of your efforts to build relationships, they also offer bona fide proof that your relationship is one of trust and confidence (Cue Sally Fields, “They like me, they really like me!!!)
