On Hold? Don’t Leave Them Hanging: An Office Manager Tip

Do you answer phones for several people in an office?  Sure, that is often relegated to the receptionist, if your office is large enough, but it’s a skill that we should all possess.

And, to be frank, either people are becoming more rude or we’re no longer teaching phone skills.  Obviously, they are not pre-installed.

Recently, I was put on hold, mind you it’s a normal part of life, but not only was there only silence on the other end, but no one checked up on me for ten minutes.  I almost hung up.

Seriously?  Would you ignore someone if they showed up for an appointment in person? Continue reading

Project Profile: RBC Lubron Bearing Systems

RBC Bearings TIRiggins Construction & Management, Inc. was contracted as the Design-Builder to repurpose this tired warehouse / office space into a functioning, specialty bearing manufacturing plant.

The City street was excavated (and repaved) to install a 6”ø pipe that tapped into the existing 12”ø water main on the north side of Lawson River Avenue. This was done to add fire sprinklers to the building. Furthermore, an extension to the 6” detector check assembly for fire protection was installed.

We removed landscaping in the front of the building to make room for an ADA-compliant ramp. We then re-landscaped, repaved, striped, and installed signage for the two new handicap stalls at the east elevation. We also added a handrail to the front stairs and met path-of-travel requirements from the parking area to the front door.

All cracks in the concrete tilt-up panels were structurally repaired via epoxy injection method. The entire warehouse was painted and accented with a royal blue wainscot. The concrete floors were also repaired. Continue reading

Our group. Bridget Willard, Office Manager Mark DeSio, Director of Public Relations Division, Caltrop Darrel Cole, Manager Communications & Public Involvement, Parson Brinckerhoff

Digital Influence Panel – You Are What You Tweet

our business cardsHere is the recording of my talk “You Are What You Tweet” from the ACEC California‘s Digital Influence Panel at their annual conference 4/10/13.

I mention iFLOOR.com and Burgin Construction Inc. as my first AEC connections as well as SafetyTeddi and WindowWorks.

Another shout-out was given for CustomerSpecs‘ clever use of tea in #MarkeTea.

Highlight:

“When you have a relationship with a person, the logo has meaning.”  Tweet This

I also reference the customer service experience we had with one of the employees of Earth Island Natural Foods discussed in this blog post.

Continue reading

Branding: A Lasting Impression

Untitled by Felipe Lordello

I’m sitting at lunch with friends just the other day and I was asked the question,

“What is branding?”

Branding is listening to a thirty-year old Michael Jackson song on the radio and recognizing the Eddie Van Halen guitar solo.

Branding is making a decision between using a restroom at a gas station or the restroom at a Starbucks.

Branding is being reminded of your beloved uncle when you smell pipe tobacco with a hint of cherry.

Is Branding A Logo?

Yes and no.

In many ways, branding is the connection of your sensual experiences.  When I see a Diet Coke can, I become thirsty. Why?  I remember the feel of a cold can in my hands, the sound the can makes when it pops open, the tickle down my throat, and the taste afterward.  All of those memories are tied into the Diet Coke logo.

Human history is full of seals, rings, flags, coats of arms, and crests used to distinguish families, tribes, and nations.  The human condition is curious; as much as we long for group acceptance, we still desire to be distinct and recognized. But I digress.

Although the etymology of branding is varied, we can all imagine a rancher using a hot iron to brand his livestock.  Each ranch had a distinct logo that made a permanent impression. Though originally intended to distinguish ownership, the logo reflected on the rancher, whether good or bad.

Your behavior as a company will be associated with your logo.  In this regard, the branding is the logo and the logo is the brand.

In my presentation, “You Are What You Tweet,” I gave the example that the Caltrop logo had no meaning to me until I met one of their employees, Mark DeSio.

“When you have a relationship with a person, the logo has meaning.” (Tweet This)

Continue reading

What 7-Eleven and A Billboard Say About ROI

711-500sEveryone and their mom has written about social media and ROI.

For some reason, the social media skeptic tends to be fixated on this factor. Not surprisingly, I’m often asked what my return is for tweeting. After years of answering this question, I’ve settled on this analogy.

I tell them about a billboard and 7-Eleven.

On the major corner by our office, there is a billboard. The freeway and two major streets can see this billboard.

Coca-Cola is always advertising one of their many product lines on said billboard. This billboard does not interact with you, it does not smile at you, it does not ask you questions. It’s simply a large rectangle, in a vehicle’s direct line of sight, wallpapered with a visual advertisement. Continue reading