Inavero » Everything Else

One thing to get right every time.

tracy.streebel@inavero.com — Wed, 15 Jun 2011 15:36:29 +0000

Each email that lands in my inbox gets a 3 second value assessment before I decide to do it, delegate it, or dump it. If you ask me to take a survey and I don’t feel like you listened to the feedback I gave you on the first survey I completed, it’s very likely in my 3 second assessment your survey will be deleted.

A follow-up strategy is crucial to the success of your feedback program. Send an email communication to everyone who received your original survey and tell everyone what you learned from their feedback and what you plan to change. This will help those who responded AND those who didn’t respond to understand that you take feedback seriously, you are listening, and you are making changes in order to be better. Over time, your clients will trust and rely on your survey as a means to improve their relationship with you.

Seth Godin Identifies What (People) Want.

tracy.streebel@inavero.com — Tue, 17 May 2011 23:22:00 +0000

We talk a lot about what people want, how to make them happy and ultimately how to make them loyal. It’s not rocket science, but you must be committed to delivering service that is personalized if you want your clients to recommend you to others. This weekend Seth Godin posted a blog that sums it up.

What (people) want

What do customers, friends, the socially networked, users, neighbors, classmates, servers, administrators, employees… maybe even brands… want?

notice me

like me

touch me

do what I say

miss me if I’m gone

Source: Seth Godin’s Blog

When our days get jammed packed full of to-dos, sometimes we forget to look up and realize we are dealing with people every day. People just like you and I and we all want the same things in the service we receive. Spend some time with your team brainstorming and create a plan on how your team can sincerely communicate with your clients during the sales process.

Send hand written thank you cards
Take note of birthdays, anniversaries, and child births and send a card/gift to congratulate
If your client is having a tough day, surprise them movie tickets or a gift card for a cup of coffee
Welcome them back after vacation
Respond to them within 2 hours of receiving their email or phone call (even if it’s just to let them know you need a little more time)

Workplace Culture

tracy.streebel@inavero.com — Wed, 23 Mar 2011 20:41:51 +0000

Yes, it’s important. And, for the first time in my career, it’s exciting to be part of a company that gets it… precisely intertwines an exuberant focus on excelling at client service and professionalism paired with a fine balance of wit, creativity, and beer.

I’m going on year #2 with Inavero and as I sit here soaking in the tunes of Green Day over the office speakers… four key things come to mind that make Inavero different and better. Give’em a try.

Trust: Hire people you believe are smart and will do their best, and let them.
Respect: Treat your employees the way you want them to treat your clients. The reflection is transparent.
Listen: Be open for innovation from all tiers of your company.
Have fun! Tour the Street of Dream, have Beer + Strategy sessions each week, and celebrate birthdays with SkinnyDip Ice Cream!