Imprint Canada March/April 2019

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As we rapidly progress throughout the new year, the trends in social media marketing are continuing to change and evolve even faster.

As a result of this, brand marketing needs to keep pace in order to stay fresh and relevant.

With each passing year, more companies and brands rely on social media platforms to reach their target audiences.

Whether weâ&#x20AC;&#x2122;re talking about Facebook, Instagram, Snapchat, Pinterest, LinkedIn or others, these platforms have gradually evolved into comprehensive communication channels that companies are trying to leverage in order to maximize engagement with their existing and potential customers.

>AN= J=9KGFK LG K9Q FG LG ;MKLGE=JK Customer service and marketing expert Marc Gordon explains why itâ&#x20AC;&#x2122;s sometimes in your companyâ&#x20AC;&#x2122;s best interest to just say â&#x20AC;&#x153;noâ&#x20AC;? to your customers.

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Customer service and sales specialist Jeff Mowatt highlights the two keys to boosting your business-to-business sales.

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If you are struggling with sluggish sales, there are two critical areas you must review to address the situation. The first is determining if the slowdown is due to changes in your target market. The second requires examining your sales, marketing and promotional activities to determine if they are ineffective.

While there may be other complicating factors at play that are beyond your companyâ&#x20AC;&#x2122;s control, most of the time a slowdown in sales can be attributed to one or both of the aforementioned issues.

This type of analysis reviews your demographics, competitors and the effectiveness of your marketing messages to provide a comprehensive evaluation of the demand potential for your business. When combined with a marketing audit, you have a powerful opportunity to evaluate and turnaround your sales.

Conduct a Demographic Analysis

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" *#(! )/, (.#.# ESG (Environmental Social Governance) is a general term used in the capital markets which measures the sustainability and ethical impact of an investment. It encompasses non-financial performance indicators including sustainability, ethics and corporate governance factors.

In our industry, corporations are facing increasing pressure to promote environmental and social sustainability while being more transparent with respect to manufacturing and governance practices.

Forward-thinking corporations are no longer just looking for products, but rather are placing a greater emphasis on the companies behind those products.

As the global investment communityâ&#x20AC;&#x2122;s dependence on these factors continues to grow, and as the science behind these factors becomes more efficient and consistent, the need for successful businesses to adopt and adhere to the criteria will also grow in kind.

Buyers are paying more attention to environmentallyfriendly, ethically sourced products in order to ensure that their own images and reputations are not tarnished overnight, and avoiding the guilty-by-association syndrome.

To what level the businesses in our industry accept and adopt these influential measures as key components of a buyerâ&#x20AC;&#x2122;s decision process, will influence its own long-term success.

Similarly, buyers are giving greater consideration in aligning with an organizationâ&#x20AC;&#x2122;s moral and social values.

Questions like, How much of a positive impact is that organization making on social and environmental issues?, are being weighed when choosing what companies to align themselves with.

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IMPRINT CANADA March/April 2019 - Volume 26, Issue 2

Source: Fibre2Fashion.com

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PUBLISHER

Tony Muccilli : tony@imprintcanada.com

PRODUCTION MANAGEMENT

OFFICE ADMINISTRATOR

Maria Natale : shows@imprintcanada.com

GENERAL INQUIRIES

Adriano Aldini : news@imprintcanada.com

feedback@imprintcanada.com, (905)856-2600

CONTRIBUTORS

ADVERTISING SALES

Jeff Mowatt, David Deacon, Marc Gordon, Jill J. Johnson, Adriano Aldini

Tony Muccilli (Toronto) Tel: (905) 856-2600 Fax: (905) 856-2667

MARKETING COORDINATOR

Steve Silva : feedback@imprintcanada.com Imprint Canada is published six times per year

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A demographic review can help determine if you are in a short-term sales slump, or if a more significant market decline is expected over a longer horizon.

All too often the cause for a revenue decline is evident in the demographic data. The key is to allow the data to show you objectively what is going on in your market.

A well-executed demographic analysis evaluates shifts in your consumerâ&#x20AC;&#x2122;s age, gender, income and other economic variables impacting the market you sell to, while identifying potential market risks impacting your businessâ&#x20AC;&#x2122; efficacy.

Be careful in defining your market area boundaries; too many businesses use wider geographic areas for their market than they realistically serve. Overly optimistic boundaries will overstate your market potential and skew your results.

Think of your customer demographics as you would a doctor looking at your vital signs. Demographics will help identify new opportunities, or they will confirm that your market has shrunk to a level where you should reconsider revising your product and/or service offerings.

Conduct Market Interviews

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A marketing audit evaluates the effectiveness of your marketing and promotional tactics to identify what needs to be maintained or improved to support your organizationâ&#x20AC;&#x2122;s strategic vision and plan. This would include: a review of your website and sales approaches (phone, dropin, Internet, etc.); a review of all of your marketing collateral materials to assess improvements to enhance consumer decisionmaking; carefully evaluating how you utilize your social media channels to identify more effective tactics for sharing your marketing message and engaging with your prospects or key referral sources. .VOIOQVO QV I <\ZI\MOQK 6IZSM\ *VITa[Q[ Q[ I

Some organizations conduct interviews with customers, XW_MZN]T _Ia \W ]VKW^MZ \PM ZMIT ZMI[WV[ NWZ aW]Z

ZM^MV]M [TW_LW_V employees, key community Provide Sales Coaching leaders, industry associations, to Your Team vendors and suppliers to help gain insight on what is The best athletes and businesspeople in the world have changing in their respective marketplace.

These interviews can help you to understand what your coaches to keep them focused and to improve their performkey target audiences really think and what they want. This ance. Sometimes your team needs outside support to review insight can then be applied to help refine your marketing sales approaches to improve overall performance.

It is not uncommon for novice salespeople to be given messages with the goal of improving sales. a few books and some sales manuals with the expectation they will intuitively figure out how to sell. Closing deals, Study Your Competitors While the almighty Internet has made it easier to whether to a consumer or a commercial client, can be a gather basic information on your competition, competi- much more complicated effort - especially if it involves a complex sale. Complex sales do not resolve in a single tive intelligence involves more defined action.

Look at what products and services they are promoting; interaction and they often involve multiple decision evaluate how they are positioning these resources including points before the final decision to buy. Sales professionals how they address pain points to meet customer needs. You often have to tweak how they converse with prospects.

Helping your team develop better skills and objection can use primary research techniques including networking handling techniques when dealing with prospects can with industry experts, customers, suppliers, key referral sources and even talking directly with your competitors to help isolate decision criteria and move the sale forward. better understand your market environment.

Combine this information with the use of secondary Final Thoughts Engaging in a Strategic Market Analysis is a powerful research sources, such as news media or subscription approach to uncover the true reasons for your revenue databases to help you gain additional insight.

Researching your competitors will provide you with a slowdown. The goal is to determine if your marketing deeper awareness of opportunities or the need to revamp approaches or your lack of a viable market is the cause your offerings. Competitor insight also can help you of your situation.

If it is your marketing, you can adjust your sales and develop more effective strategies to address the impact they might be having on shaping your consumer attitudes marketing messages to better align with what triggers your customerâ&#x20AC;&#x2122;s decision-making process. If it is the or restricting your market area. market, you can review your pricing strategy and geographic market area boundaries to better optimize those Secret Shop Your Sales Team â&#x20AC;&#x153;Secret shoppingâ&#x20AC;? is the process of covertly evaluating elements impacting your target market.

Sifting through the data will help you reassess your the quality of customer service overall client experience.

This process allows you to better understand how effective market trends, growth factors and competitive dynamyour salespeople are at sharing your brand message with ics. You gain an understanding of the implications of your target audience. You can assess their conversation this information relative to your organization, as well approaches, closing techniques and positioning efforts as an assessment of how well you are positioned for when responding to contacts from a prospective customer. long-term success.

Secret shopping your team will give you greater insight into identifying opportunities for improvement and enhancing sales effectiveness.

Complete a Marketing Audit

Effective marketing strategies balance the critical interrelationships between your marketing mix and your organizationâ&#x20AC;&#x2122;s strategic plan, in order to reach identified target markets and generate desired sales results.

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Jill J. Johnson is the President and Founder of Johnson Consulting Services, a highly accomplished speaker, an award-winning management consultant, and author of the bestselling book, Compounding Your Confidence. Jill helps her clients make critical business decisions and develop market-based strategic plans for turnarounds or growth. Her consulting work has impacted more than $4 billion worth of decisions. She has a proven track record of dealing with complex business issues and getting results.

For more information on Jill J. Johnson, please visit www.jcs-usa.com.

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Annoyed with customers who you believe are asking for too much? Remember this: customers have a God-given right to ask for whatever they want, such as discounts, free delivery, or nocharge extended warranties.

On the other hand, you as a business owner have that equal right to say â&#x20AC;&#x153;noâ&#x20AC;?. But with a constant desire to win more business and make your customers happy, how do you know when to say no?

This is a tough question to answer and it will differ from com-

pany to company, but you can let these five tips be your guide to help you.

1. They Expect A Deal Every Order Giving a loyal customer a deal or a discount just because they ask is a great way to show your appreciation.

However it will be difficult to explain why they canâ&#x20AC;&#x2122;t get that same deal (or a better one) the next time they place an order.

Instead, a good way to insulate yourself from this problem is to set clear and definite terms for your deals, such as volume, time of year, or let them know about specific conditions that allow for it.

2. Based on false promises Weâ&#x20AC;&#x2122;ve all been there: a new customer - who has yet to actually buy anything - asks you for a discount or preferred pricing with the promise of either purchasing more in the future, or bringing you plenty of referrals. My experience has been that not only wonâ&#x20AC;&#x2122;t this promise be kept, youâ&#x20AC;&#x2122;ll never being able to charge this customer full price again.

When faced with this kind of request, offering a rebate program based on future purchases and referrals will give them incentive to buy more volume and to actually follow through on their promises.

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3. Is it a cost or an investment?

Every request you grant a customer should come with a perceived return for your business. Will they buy more?

Can they refer others? In some cases the answer may be yes, so giving them what they ask for could be viewed as a legitimate investment.

But in other cases, youâ&#x20AC;&#x2122;re dealing with a one-time purchase; at this point, it becomes simply a cost. And while in either case you may choose to give them what they ask for, itâ&#x20AC;&#x2122;s important to recognize the difference so that moving forward you can better differentiate when and where (and how much) to compromise.

4. You simply donâ&#x20AC;&#x2122;t want them as a customer Letâ&#x20AC;&#x2122;s face it, some customers are a real pain for a number of reasons. They may be slow to pay, they complain a lot, they demand an unreasonable amount of time and resources from your business. So why would you want to continue to earn their business by meeting their every demand?

If youâ&#x20AC;&#x2122;ve reached your limit, just say no. Potentially followed by a polite goodbye.

5. The favours you extend wonâ&#x20AC;&#x2122;t be returned.

A healthy supplier-customer relationship means both parties get what they want. For you, that means referrals, loyalty, healthy POâ&#x20AC;&#x2122;s and being paid on time.

If you find yourself regularly offering discounts and free stuff (like your time), and getting nothing back but stress, then maybe this is a relationship you need to reassess.

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Marc Gordon is an internationally recognized marketing and customer experience expert. In addition to speaking and consulting, he regularly appears on television and radio.

His articles appear in over 200 publications worldwide. Visit marcgordon.ca or his online show at marctv.net for more business tips.

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The larger issue nowadays seems to be that with so many options and platforms out there all vying for the same consumer attention, what do brands need to do in order to keep in touch with how their audiences utilize these platforms?

, .#0#.3 )0 , 0)&/' Brands that flood platforms with mediocre (and often regurgitated) content - in hopes of capturing their audiences attention - need to realize that this is not a viable strategy in 2019.

Customers are more savvy than ever nowadays, and the criteria for garnering trust and attention has grown; in short, audiences ignore subpar or unauthentic content quicker now than before.

Engagement is also more important in todayâ&#x20AC;&#x2122;s social environment. Last year, Facebook focused on meaningful interactions as part of their updated algorithm. This meant that their algorithm started favouring content that sparks a genuine conversation, and because algorithms are becoming smarter thereâ&#x20AC;&#x2122;s no short route to genuine engagement.

Social platforms are trying to cut down on engagement bait techniques so you may risk losing your existing reach in the longer term with such techniques. Itâ&#x20AC;&#x2122;s not enough anymore to encourage people to like, comment, share on your post. In short, the only way to survive is to aim for content that is: interesting, appealing, unique and engaging.

To make an impact, brand marketing must be purposedriven and it needs to be uncommonly unique. What this means is that companies should focus more on creating unique, engaging, purposeful content rather than flooding platforms with parroted posts in hopes of garnering a few â&#x20AC;&#x153;likesâ&#x20AC;?.

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Social media is evolving from product discovery and into sales facilitation.

According to Mary Meekerâ&#x20AC;&#x2122;s report of Internet Trends in 2018, 55 per cent of respondents who discovered a product through social media proceeded to purchase that product later on. In 2019, brands have a great opportunity to benefit from this trend and to improve their social strategy accordingly.

You donâ&#x20AC;&#x2122;t always need a sales pitch in all your messaging to convince people to trust you. Social media can help you tell your story and improve consideration. Right after someone discovers your product online, itâ&#x20AC;&#x2122;s up to you to provide a smooth experience that will make the susequent sales easier.

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Social media has evolved and adopted new ways to allow people and brands to tell and share their stories and itâ&#x20AC;&#x2122;s changing the way we consume social media content.

Video marketing has seen great success, so itâ&#x20AC;&#x2122;s not surprising stories are virtually everywhere. There are currently more than 400 million people consuming stories on Instagram on a daily basis. Snapchat was the first to introduce the concept and it soon was )/, A # ) copied by Instagram, turning into a global trend for people of all ages. Itâ&#x20AC;&#x2122;s since been adopted by Facebook, Youtube, and even LinkedIn. Marketers were quick to realize the hype and demand for this type of content, paving the way to share more engaging content of their own.

Both customers and brands love stories because they feel authentic, immediate and personal. Moreover, theyâ&#x20AC;&#x2122;re fun, short, relatively easy to create and track, and many of the stories disappear after 24 hours (which feeds into the Fear of Missing Out trend - or â&#x20AC;&#x153;FOMOâ&#x20AC;? as itâ&#x20AC;&#x2122;s often referred to).

Stories also help brands build and shape a strategic narrative. The holy grail for marketers is capturing moments and experiences shared between a user and a product; stories

allow these authentic conversations to be distributed through social media.

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Facebook has more than 2 billion active users each month, however, recent privacy scandals have landed the company in hot water. Consumer confidence in social media is on shaky ground and Facebook is learning the lesson the hard way that you need to be more mindful about the use of data as privacy concerns are increasingly leaving users feeling distrustful of the platform.

On a brand-to-consumer level, users have little tolerance for marketing that comes off as disingenuous. Brands will need to look for ways to build trust and this starts and ends with transparency and authenticity.

( &/ ( ,- ( p o 0 &/ Influencers are social media figures who have gathered a defined community around themselves and their personal brand. These people can make thousands of dollars through paid sponsorships because their followers (ranging from the thousands to millions) give them a level of â&#x20AC;&#x153;influenceâ&#x20AC;? over others that brands seek to leverage.

Influencer marketing works because it leverages the human element of personal branding. Tying a real face to a brand is fundamental nowadays in building trust and loyalty.

As influencer marketing grows more expensive, â&#x20AC;&#x153;microinfluencersâ&#x20AC;? have emerged to fill the gap for companies that want to leverage influencer marketing but have a smaller budget to try it out.

Micro-influencers may not have the outreach of celebrities, but they donâ&#x20AC;&#x2122;t need to. For example, a clothing brand may see better results by working with a rising fashion blogger with 45k followers than a celebrity who may come with an exponential booking fee. ,WV\QV]ML WV 9IOM

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Businesses should carefully consider which social media platforms to focus on; donâ&#x20AC;&#x2122;t be wary of tempering your exposure to two or three platforms if that is what is delivering the best results.

Find out where your audience is most of the time and focus on engagement with that platform.

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-- ( '), .#0 You canâ&#x20AC;&#x2122;t really be everywhere at once (nor should you want to be). The most successful marketers understand that you need to focus on the best-performing channels for your business.

As the number of social media platforms - and their respective scope - continues to expand, itâ&#x20AC;&#x2122;s more important now than ever to address where your audience is and which channels work better for your specific business goals.

Broadcasting the same message on all platforms - irrespective of your audienceâ&#x20AC;&#x2122;s presence - isnâ&#x20AC;&#x2122;t a strategy for success.

Hyper-targeting refers to the ability to deliver advertising content to specific interest-based segments in a network; in 2019, brands will increasingly turn to this personalization strategy to reach their audiences..

Have you ever noticed that you see an ad on social media or website after you did a search for it - or even talked about it with your phone in earshot? Thatâ&#x20AC;&#x2122;s hyper-targeted marketing hard at work.

When you pay for advertising, virtually all social media platforms give you the ability to target your ads to specific customer segments defined by geography, age, gender, et cetera.

Marketers are now able to collect user data - such as online habits - in order to help shape and direct their messaging.

The key here is for brands to balance being too aggressive

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The key to success with social media marketing in 2019 is to understand your audience, while continuously refining your strategy to deliver authentic, engaging content and allocating time and resources to the new tools and technologies on the platforms that work best for your company.

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Who would you say buys the majority of your companyâ&#x20AC;&#x2122;s offerings - corporate buyers, private consumers, or both? For most companies operating in the promotional products industry, the answer is primarily the former.

People who are buying products and services on behalf of their organizations have different needs than those who are buying for themselves. Losing a single consumer is unfortunate; losing a large corporate client is far worse and can create financial fallout. With so much at stake when you are selling â&#x20AC;&#x2DC;business-to-businessâ&#x20AC;&#x2122; here are a few tips I share in my seminars and speeches on how to gain and keep the loyalty of your corporate clients.

they mention them in tender offerings or in requests for proposal).

Knowing these secrets will give you an edge in boosting your business-to-business revenues.

Why price isnâ&#x20AC;&#x2122;t paramount

Desire #1 - Make them Look Smart to their Bosses

Corporate buyers are not spending their own money, theyâ&#x20AC;&#x2122;re spending their companyâ&#x20AC;&#x2122;s, so paying a higher price doesnâ&#x20AC;&#x2122;t necessarily affect them personally.

While budgetary constraints are always a factor, corporate buyers are often expected to choose the supplier who provides the best overall value and deliverable.

That brings us to two secret desires that your corporate customers wonâ&#x20AC;&#x2122;t tell you (nor will

Itâ&#x20AC;&#x2122;s one thing to claim your products and services provide all kinds of benefits. Itâ&#x20AC;&#x2122;s an entirely different magnitude of value when you quantify how much of an impact you are having on that company. So when possible, provide your customer with evidence of the actual cost savings, marketing exposure, and overall benefits that your products and services are generating for their business. +][QVM[[ \W +][QVM[[ KWV\QV]ML WV 9IOM

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Ă , )/ , . ( ! ,D Ten changes you may need to consider making right now 3 0# )(

Are you a great manager? This is an incredibly tough question to answer. The harsh reality is that the best managers intentionally create an environment where employees thrive and great work gets done. A managerâ&#x20AC;&#x2122;s job is to get things done by coordinating the efforts of other employees - and most of us have blind spots that keep us from seeing how we impact those others. But in all honesty, the answer is probably no.

Great managers are self-determined, and self-determined managers are extremely rare.

Being a great manager - the kind who creates a high-performing company - is exceptionally difficult. You can rarely rest, nor can you let things slide and you can never waste an opportunity. You are responsible for creating an environment in which people can achieve and grow in ways they did not even imagine; this is a job thatâ&#x20AC;&#x2122;s never finished.

Sounds exhausting? Yes, but if you donâ&#x20AC;&#x2122;t do the hard work of becoming a self-determined manager, a lot of major things can go off the rails. Bad managers create environments where thereâ&#x20AC;&#x2122;s little openness or honesty, or where people deflect blame onto others.

Employees do these things to try to cope with the environment you, the manager, have created. But the flip side is that when you become a better manager (a self-determined one), youâ&#x20AC;&#x2122;ll see dramatic changes in behavior and performance of your employees.

Being a self-determined manager is not so much about mastering a vast array of technical skills. Itâ&#x20AC;&#x2122;s less about task and more about attitude. Itâ&#x20AC;&#x2122;s about creating environments of overachievement where =PMZM IZM UIVa NIK\WZ[ \PI\ OW QV\W JMQVO I \Z]Ta OZMI\ UIVIOMZ people thrive and great work gets done.

In my book, The Self-Determined Manager: A Manifesto for Exceptional People Managers, the ideas presented are for managers at every level - from the CEO to the first-time leader.

Regardless of your managerial level or the scale of your impact, you will get better outcomes when you strive to be a self-determined manager.

So how do you become a more self-determined manager? Below are 10 tips to help you get there.

1. Set aside time to reflect on your own agenda.

This is a biggie. Itâ&#x20AC;&#x2122;s really easy to lose sight of how (and if) your current situation fits with your overall aims. If you donâ&#x20AC;&#x2122;t have a clear sense of what your purpose is â&#x20AC;&#x201C; and why youâ&#x20AC;&#x2122;re doing what you do, and how it fits with your life - you cannot hope to make consistently good decisions for yourself and others.

Youâ&#x20AC;&#x2122;ll just be condemned to reacting to your circumstances.

2. Actively choose the type of environment you want to create.

As manager, itâ&#x20AC;&#x2122;s your job to decide the kind of environment that your team will experience, for better or worse. Think of the best teams youâ&#x20AC;&#x2122;ve worked on what was the prevailing atmosphere? How did the team members work together, how were problems solved, and issues resolved?

At the heart of this will have been a manager who set the tone and created the atmosphere that allowed the team to thrive.

This environment isnâ&#x20AC;&#x2122;t something you can just will into being; itâ&#x20AC;&#x2122;s a process. But every process begins with a decision, and making that decision now is the step that all other improvements this year will flow from.

3. Each week, ask yourself and your team: What can we do better?

The best managers have impatience (if something is worth doing, why wait?); an instinct for continuous improvement (good enough is never good enough); and a lingering sense of constructive dissatisfaction (how can we do this better next time?). Great managers set very high standards of performance and conduct for themselves and their team.

This demanding impatience for ever-greater impact and ever-higher standards can make self-determined managers admittedly very difficult to work for. This is why it is critical to always balance the high expectations with encouragement and a positive approach.

4. Treat employees like adults and empower them to take ownership.

Work is not school. Adults do their best work when they are treated as adults. Therefore, great managers donâ&#x20AC;&#x2122;t bully, shout, patronize, belittle, play favorites, name-call, behave aggressively, or condescend. To generate trust and respect, you must create an environment where adults can do great things.

Life is a little short for bad relationships and miserable interactions. Make sure you are helping create harmonious environments around you.

5. Curb any tendencies toward self-serving behaviour.

Avoid the urge to take the glory for victories or shirk responsibility for failure. When you do this, you create an environment where people quickly learn not to IMPRINT CANADA _ 0DUFK $SULO

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News ^%XVLQHVV 'HYHORSPHQW` 1TX]V P VaTPc \P]PVTa Xb [Tbb PQ^dc cPbZ P]S \^aT PQ^dc PccXcdST 8czb PQ^dc RaTPcX]V T]eXa^] \T]cb ^U ^eTaPRWXTeT\T]c fWTaT _T^_[T cWaXeT P]S VaTPc f^aZ VTcb S^]T volunteer, to not trust the intentions of their leader, and to be busy working on projects away from the team where there will be some recognition or reward for their efforts. If you feel the need to take credit or protect yourself at the expense of your team, remind yourself that itâ&#x20AC;&#x2122;s all about them, not about you. Your ego, fears, and ambitions are not relevant to your team, so keep them to yourself.

6. Acknowledge and reward great work.

The best managers make it clear to their people that they have confidence in their abilities and in their potential to make a big contribution to the teamâ&#x20AC;&#x2122;s success.

They do two things: First, they recognize when someone does something well and they acknowledge this as a good thing. Second, they express confidence in the person and create an unbiased reward system.

The message is, â&#x20AC;&#x153;I saw you do something really good today, and I know you will continue to do great things going forward.â&#x20AC;? This is an incredibly powerful combination.

correct. Further, employees will struggle to relate their actions to their employerâ&#x20AC;&#x2122;s performance, substituting instead other purposes, such as pleasing their boss or doing only work that interests them.

Striving to be a self-determined manager is incredibly hard work, but the payoffs are immense. Not only do you get to witness personal breakthroughs and join in team celebrations, you will see your companyâ&#x20AC;&#x2122;s performance escalate over time.

Managers are responsible for success; this is a big responsibility â&#x20AC;&#x201C; for your employees, for yourself, and for the business. Managing others is not for the faint-hearted. Doing it well is a conscious and tough choice you need to make every day.

Hopefully some of the tips outlined above will help create more direction for you in creating the atmosphere and attitude you need to help your company and employees thrive.

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David Deacon is the author of The Self-Determined Manager: A Manifesto for Exceptional People Managers.

He has been a human resources professional for over thirty years and passionate about how managers manage for almost as long. He has worked for a variety of the worldâ&#x20AC;&#x2122;s leading companies, including Credit Suisse and MasterCard, and has lived and worked in the US, the UK, and Asia.

A thought leader in the fields of learning and development, talent management, and leadership development, Deacon has influenced leaders and teams around the world and created better-managed companies as a result. Recognized by the Best Practice Institute as a â&#x20AC;&#x153;Best Organizational Practitionerâ&#x20AC;? in 2014, he continues to drive impact through leading world-class talent management approaches in the companies where he works.

For more information, please visit www.selfdeterminedmanager.com.

7. Put emphasis on learn something new.

Take a class, master a new skill, even take up a new hobby outside work. The best managers are interested, curious, open, and alert. They are forever seeking knowledge. This extends far beyond their professional work and reflects their interests, passions, pastimes, and preoccupations.

Thinking â&#x20AC;&#x153;widelyâ&#x20AC;? opens possibilities by helping you foster connections, recognize new opportunities, and find better ways to do things. Secondly, broad knowledge and curiosity makes you more adaptable; a key part of career success is about applying what you have learned in new situations.

To be the best manager you can be, itâ&#x20AC;&#x2122;s important to never stop learning. Keep cultivating interests outside of your work skills. Maybe you want to take up woodworking, learn a new language, or to learn how to play an instrument.

Stretch your horizons, get out of your comfort zone and see how your expanded mind will benefit your career and your team.

8. Master the art of friendly, informal, light interaction.

While you donâ&#x20AC;&#x2122;t need to make everyone your friends, itâ&#x20AC;&#x2122;s important to eschew formality and standoffishness at work. Be gentle and kind with others as well as yourself.

Work on creating positive interactions, where people come away feeling good, feeling they have some standing, that they can be themselves.

9. Learn to like the people you work with (yes, even the unlikable ones).

Itâ&#x20AC;&#x2122;s crucial that you enjoy and appreciate the people you work with. If you deal with someone who is unlikeable, find something in their personality to appreciate.

There are a few reasons to this: First of all, it changes the nature of all interactions and maximizes the chance that youâ&#x20AC;&#x2122;ll be successful. You will create a less cooperative, less inventive, and less engaged relationship with someone you do not like. Secondly, it furthers the chance that your team members will overlook your unlikeable qualities and focus on your best traits as well.

Lastly, the vast majority of employees respond to being treated kindly and with respect.

10. Figure out why the work of the team matters and articulate this to them.

Without this sense of purpose, itâ&#x20AC;&#x2122;s hard for people to make greater effort, to direct their energies, and to self0DUFK $SULO _ IMPRINT CANADA

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Your corporate clients can then forward those metrics to their bosses and take the credit for the improvements (and for being smart enough to choose you as their supplier). Everyone wins!

Making your customers look brilliant also means giving them what they need, not necessarily what they ask for. Presumably, youâ&#x20AC;&#x2122;re more attuned to the latest developments in your industry than your customers.

Corporate customers typically have expertise in their outputs - not in the inputs that you supply. So, itâ&#x20AC;&#x2122;s up to you to bring innovations and suggestions on better ways your customers can achieve their goals.

Being a trusted advisor will ensure that when you present these enhancements, you give them plenty of credit for being open to this innovation. I call this approach the humility advantage.

Corporate clients have jobs theyâ&#x20AC;&#x2122;re trying to keep, turf they may be defending, and attention theyâ&#x20AC;&#x2122;re trying to garner. Why not indirectly help them achieve those goals?

years past, making work more fun meant corporate entertaining; salespeople would wine, dine, and fly business clients to exotic destinations. Some would unfortunately go as far as offering bribes and kickbacks.

Todayâ&#x20AC;&#x2122;s first-world business environment is more transparent and ethical. Plus, corporate customers are so busy with their workload, fighting traffic, and juggling busy personal lives, they arenâ&#x20AC;&#x2122;t particularly interested in socializing with their suppliers after hours. Private meal invitations can also create awkwardness.

With this in mind, one approach thatâ&#x20AC;&#x2122;s gaining popularity for entertaining corporate clients is staging and hosting special events that include food. Consider bringing a lunch-and-learn to your client or hosting an open house to groups of clients. Include some degree of education relevant to their job such as a speaker who can inform and engage them. Feed them while you teach them and they will come.

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There is one last word on making your corporate clientsâ&#x20AC;&#x2122; jobs \PMQZ RWJ[ UWZM XTMI[IV\ more pleasant. In 1854, Henry Thoreau wrote that most people Desire #2 - Make Their Jobs Easier live lives of quiet desperation. To a certain extent I believe thatâ&#x20AC;&#x2122;s Most of us do not want to work harder than we need to. still true. Your client may be stuck in a dead-end job and receive little recognition. So consider So when your business clients need answers, how accessible are you? Can they easily find the value of offering them a specific compliment. answers, check real time inventory, place orders on your website, knowing that you can deliver Give a clear, genuine example of something they as a person do that makes them a special as promised? If not online, how long does it take your corporate clients to reach someone in client. In a job where no one notices, you may be one of the few to make him or her feel appreyour company and get the answers he or she is looking for? ciated. Trust me - this gesture goes a long way!

Our research shows that two of the most powerful words you can use with corporate cusBottom line - remember that companies donâ&#x20AC;&#x2122;t buy anything. Itâ&#x20AC;&#x2122;s people within those comtomers are: â&#x20AC;&#x153;Hassle-Free.â&#x20AC;? panies who make decisions. Make those people looker smarter to their respective bosses and Making your business customersâ&#x20AC;&#x2122; job easier includes making their jobs more pleasant. In make their jobs easier and youâ&#x20AC;&#x2122;ll soon notice how your prices suddenly become less relevant.

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This article is based on the bestselling book, Influence with Ease by Hall of Fame motivational speaker, Jeff Mowatt.

Jeff â&#x20AC;&#x2122;s Influence with EaseÂŽ column has been syndicated & featured in more than 200 business and online publications. To obtain your own copy of his book, or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com.Jeff heads his own training company and has written and produced 13 self-study coaching tools.

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