Archive for the ‘Social Media’ Category

New Age of Technology; have we lost the skill to speak with customers?

So many amazing devices and tools we now use to communicate with customers digitally have been a large benefit at the touch of our fingers. We seemed to have lost the skill on how to speak directly with a customer in person.

Having this benefit of communication creates a dismay in speaking skills & customer service when coming face to face with the customer themselves. Why? Is it because we have become so lazy to take advantage of technology that we overlook the customer’s voice? Do we assume that we know what they want & need?

I feel we have in my opinion. Just like we fail to take a moment to send a hand written card to a customer but instead we send an email. Customers still want that interaction in person from a live person; it’s the original way of life to be living social.

During my time of being an Internet Sales Manager one customer comes to mind. I received a lead on a 2004 Dodge Ram. I responded and the gentleman and I hit it off. Great conversations and after about 2 days of consistent emailing he wanted to meet and purchase the truck. At that point I assumed I knew everything about him. What did I know? He arrived to the dealership, we shook hands and exchanged a few words & that was it. I tried to strike a conversation with him but he was not about it at all. Only about 10-15 words were spoken by him. Did I assume I knew too much about him as our emails were in depth of great conversations but his goal was to purchase and leave with his truck. Never assume you know everything about a customer as they can surprise you.

Assuming the customer’s needs can bite you in the behind before you know it.  Listening to the customer and reacting in a positive way can help you achieve the best customer satisfaction because you had taken the time to LISTEN. Failing to listen will create negative results in your customer service skills.

Text Messages, Emails, Skype, Facebook & all those types of digital communication can be interpreted in a wrong way as you are dealing with a live customer LIVE CUSTOMER! Don’t forget that. Online consumers are smart and they deserve to have live customer service.

Have you found yourself in a position of forgetting how to take on the live customer since technology & digital communication has taken over our lives to make it easier?

All views & opinions are solely based upon the author only – Jennifer Schrader



As we dabble in the wonderful world of social media we find ourselves conversing more with our co-workers, boss or internal departments more than our own family at times. We tend to get so mixed up with our social life digitally we forget the consequences that can follow while being social after hours. What can you do to prevent a Social Media Meltdown?

Friending your Co-Workers is a great way to know more about them & their families. We learn so much about a Co-Worker during the day it is turning into a pure habit to friend them on Facebook, Twitter etc. Why not? You know a lot about them from talking & working with them during the day, it can’t hurt to friend them… Can it? This also falls upon the boss when either you or they decide to request a friend request.

Has this gone too far? Do we find ourselves more involved with our Co-Workers & Boss’s Social Life then our own?

I am guilty of taking just about every moment of my life and posting about it on Facebook & other social networks. I enjoy my life, my daily activities along with having no shame of sharing my fun, crazy & wild moments with my social friends, family & clients. There is an advantage of me being a freelancer. Many social buddies, family & friends know I live to have fun & go all out when doing so but at the same time keeping my work professional to ensure that quality comes with fun.

I don’t miss working in an office with management hanging over my shoulder & watching everything I do Imagehowever with individuals that do need to be careful with posting crappy, moody or downright ridiculous comments, status updates & remarks on Social Media sites as they can come back and bite you in the behind!

Yes there are a handful of social media buddies that seem to be very angry most of the time & it reflects in their postings. You scratch your head & think “Wow, life can’t be that bad can it?” but when it is consistent you may have to remove them which can cause a Social Media Meltdown within an office or work environment. Trust me 99% of the time you will be approached by your Co-Worker or Boss & them asking you why? (DEER IN THE HEADLIGHTS LOOK)…..! All you have to say is that you are getting away from social media or just having your close friends & family on social media. Work is separate from play!

Taking pre-cautions before hitting the accept button may be the best thing to do! Below are 5 tips to prevent from a Social Media Meltdown when friending your fellow Co-Workers or Boss!

SEPARATE PROFILE: creating a secondary profile for social media can be a great benefit for your professional career life. Limiting your co-workers & boss to see what you do after hours. Yes there are times when you like to kick back and have a few pints each night or kick it up a notch during the weekend but what does your boss think about that or your co-worker? Keeping a separate profile specifically dedicated to your day life during working hours can alleviate them from seeing your personal life as much as possible.

DENY REQUEST: yes this can be hard to swallow to deny request from your co-worker and /or boss Imagehowever explaining to them you are not comfortable with accepting their request as your life outside work is personal or you only use social media for your family & close friends.  If you explain with sincerity they will understand. Another option you can take advantage with Facebook & it’s latest & greatest feature is unsubscribe from them within your news feed. This can be helpful when you are dealing with a Co-Worker that is consistently posting every 15 minutes about how life sucks & such.

LIMIT POSTING: when you have accepted the friend request from your Co-Worker or Boss, limit your postings during the day. If they see you posting every ½ hour they will wonder if you are actually working at all. Limit the posting to 3 times during the day; 1 post before work, 1 during lunch & 1 after work. Doing so will prevent them thinking about your work ethics along with your dedication to your work, not just socializing during working hours digitally.

ImageAVOID CONFLICTS: by all means avoid any and all conflicts! If you see your Co-Worker posting negative post about fellow Co-Workers or your boss…. AVOID IT! If you comment or even get involved with the comment thread regardless it can come back and bite you! If your Boss or fellow Co-Worker approaches you about it, simply reply “I haven’t had the time to see it”… This response can prevent you from getting questioned even more about conflict that is happening between them.

BE CONSIDERATE WHEN POSTING: being involved with your Co-Workers social life let alone your boss, be considerate when posting to their status updates. Everyone has a bad day however many nowadays run right to social media to vent out. Being sympathetic to their frustrations can be a benefit to you as you are trying to help them through their negative mood and alleviate them from posting further negative remarks, bad mood status updates etc.  When management sees you trying to help your Co-Workers work through an issue you can be a rock star in their eyes and being positive over a negative post.  Being helpful & considerate can be helpful. Don’t post “GET OVER IT” etc this can stir a pot of SOCIAL MEDIA MELTDOWN!

Taking these 5 tips can help with preventing a Social Media Meltdown within a working environment & prevent you from getting involved with personal issues a Co-Worker or Boss may be having. You hear enough of it during the day by being with them.

What is your opinion about friending your fellow Co-Worker or Boss? Have you had great success or has it cost you your job?

All views & opinions are solely based upon the author only Jennifer Schrader

As a Freelancing Blogger & Designer, I do get my fair share of negatives involved with some that I feel don’t understand however I don’t take it personal. I tread on it when it happens. The question “Why?” may come up by you & this is my answer! This can be taken full advantage of for yourself & the daily operations of your business regardless of what you do.

As using a mindset that is different, I have found out more positive outcome & business relationships build stronger by doing so.

With myself I am very open minded & will speak freely of what I feel and believe. We all do! It’s just human nature & how we communicate, learn, express & feed off of.  Negative press especially can capture more attention and spread like wildfire through the newsfeeds, social media (more than ever), & receive more involvement from the commentators of our digital world.

Lets’ say that your negative feedback or press is coming back to haunt you. Your blood may be boiling; you can’t stop thinking about it, upset with yourself because you are letting it get to you.


Any news is good news! They are talking about you!

By being involved with what is being said, is go back and see if there is something missing, find out what they are saying, answer any and all questions. Take it offline through other media outlets, email or Skype, and talk about it! Maybe it’s a simple misunderstanding and you never know as you may just find someone like you out there! By rectifying the negative, you may just find yourself to be wrong.

By taking this mindset and using it to the fullest advantage you will see the positive outcome is more newsworthy that what you thought & you may come out to be the SUPERSTAR!

All views & opinions are solely based by the Author Jennifer Schrader. (231) 360-0730

In the office & coffee in hand you hop on to Facebook ready to let everyone know what you are doing right at that moment or most important of all the “Mood” you are in. Facebook has evolved to reaching out and connecting with long lost family, friends, co-workers and opportunities. What Facebook has done also is create a window of mood changes that can affect not just your surrounding FB Friends but also create an outline of who you actually are.

Trust me; I have removed many individuals from my profile due to negative moods. I am a very happy individual that enjoys laughter, fun facts & most important of all, knowing that my connections are happy FB friends.

Out of my entire fun groove of FB family & friends; there has to be that particular group that has nothing good to say, always complaining, gripping about something or just downright not happy at all.

What you post can be very effective to either create a positive or negative impact. Yes, I understand that Mondays do make an impact of unpleasant vibes & post. There is just something about that darn Monday but I surely don’t let it put me down or get in my way.

Just take a moment to think of the negative vibe that you can give off by posting “MONDAY SUCKS”….! Now take in mind the saying “MONDAY RULES & LET’S KNOCK IT DOWN”…  Just the difference you can make with those positive words can help productivity throughout the day to others that are reading your post.  

Posting fun facts, crazy events of your day (spilling coffee, breaking your zipper on your pants, exploding ink pen, etc.) can help give your fellow FB follower a good chuckle for the day and surely get them to engage with you and your post.

Posting negative thoughts, events and such can cause your fellow FB followers to move away from you and before you know it you are removed from their friend list.

Being a positive impact can help not just yourself but also to your entire audience. 

With team performances, creating a negative mood can diminish your team’s expectations & cause a high rate of turnover. Being a positive mood builder can help build a stronger team, low turnover & most important more sales. Why throw the thorn out there for them to step on?

A negative mood can last longer and be spread faster. A positive mood is catchy but takes a bit of time to rub off on the negative. 

Would you want to be in a slump all day and spread your bad mood or would you like to be standing on the top and being a positive impact regardless if it’s to turn a profit or not?

All views & opinions are solely based by the author Jennifer Schrader. (231) 360-0730

Just take a moment to kick back and think…… How much is too much? Do you really think that a consumer, an actual live consumer ready to purchase a car or just a loyal Fan wants to see the overloaded information you have posted and plastered all over social media?

COME ON… Do you really think it’s a good practice? NO IT IS NOT….. You are at their mercy and they have the power to “DISLIKE” you with one little click.

Take a moment to review the facts from the consumer’s point of view.

Fact 1: Information Overload. Have you posted more than 4 times a day? If so you are going to be on the chopping block of “DISLIKE”. Consumers don’t want to be overloaded with information that is not pertinent to them.  Why overload when you can be there but not be in their face the entire day while they are checking up on their newsfeed / friend activities.

Fact 2: All Cars? Let’s just say you post less than 4 times a day however is it all about cars, financing, buy today? Shoot why not grab out the 4 square & your oversized Sharpie marker and write out “TODAY ONLY”. Total turn off and trust me, if I am not a fan of it many more are behind me agreeing.

Fact 3: Personal Problems? I have enough of my own. I have noticed this especially with Friend Profile Pages being used for a business. You have some individual/ Internet Manager Etc. that is treating your Profile Page or Fan Page as an actual personal page. Adding updates similar to this one “Got hammered last night… Glad work is almost over”…. Me as a consumer would think “I just dropped $15k on a car there…. I will never go back now” or “DEFRIEND / DISLIKE”.

Fact 4: Bad Mood? Leave it home! Yes your mood on your status updates can be very effective in a good way and also a very, very bad way.  Leave it at home!  What you express online can be felt a long way to who is reading up on your updates / newsfeed. Very similar to talking on the phone, your voice is like an Opera Singer and emotions can be felt on the other end.  I have been very successful on the phone with clients as I know my voice can be effective to closing a deal or just perking them up.

Fact 5: Adding too much Sugar? What I mean by this are you constantly comparing your brand to another? Giving all pros about why they should buy from you and not the other guy? You better believe it that when you show other products / brands in comparison you are giving them the opportunity to check the other guy out. Surprised? Consumers are more apt to check out a product they have never heard of unless being told about it regardless of any negativity, comparisons etc.  Just hand them the fish while you are at it, no fishing pole needed.

I don’t want to keep rattling on about what consumers or how they approach things however if I get annoyed by some of the facts listed above you will expect them to get annoyed.  Take a moment and sit back (Take all the sales pitches, techniques, car dealer mumbo jumbo) out of your mind and think like a consumer.

When is too much…..too much?  

All opinions and views are based upon the author only. Jennifer Schrader

Marketing Efforts… Who should you involve?

At this point in time, who do you have involved in your marketing efforts? General Manager, Marketing coordinator, Dealer Principal…. Staff?

Getting your staff involved into your marketing efforts can create a new view from the consumer’s standpoint and also provide very helpful & resourceful feedback.

I have seen sales events where the staff doesn’t even have a clue what is going on when the consumer asks them about it.  Then the staff looks uneducated, not prepared and having to run to the GM for the details is pretty embarrassing, wouldn’t you think?

Having your sales staff / sales team involved with your promotions & marketing efforts will not just be a plus for the dealership but also for the consumer to show that your staff is on top of it.

You would be surprised what creative feedback you can get from your team that you may have overlooked or even find one of your staff members being more creative than you thought. 

Think about it, you are all about sales, selling this and that but what you don’t see is what the consumer thinks… 

Here are some tips that can help your marketing efforts take a step forward:

Getting involved: Hold a monthly meeting for your entire staff to drill out some ideas, think of creative content, marketing directions & feedback. This can be a great help to further your marketing efforts.

Hand outs: Handing out any proofs for your marketing ad before being approved to your staff to take home and show their family or friends can bring positive feedback and changes that they may see or would like to see. (Who would have thought?)

Suggestion Box: Remember the old suggestion box? They still do exist! Having that availability can also help the team throw in some ideas or suggestions that can help take your marketing efforts to a new level.  Get their feedback for what they would like to see. This can also spark some ideas for you too.

Up To Date: Don’t throw out a promo and expect your team to know the details when you didn’t tell them in the first place.  And you wonder why they are coming to you asking “What is this all about?” This will prevent you taking time to answer their questions and more time to helping your team sell a car!

Getting your team involved with marketing efforts can be a fun way of showing them the importance they hold for selling your product to the public.  If not, then why are they selling for you in the first place?

All views & opinions presented in this article are solely of those of the author only. Jennifer Schrader

You have your fan page…….. Now what?

Are you scratching your head yet on what to put on your fan page? Being in a car dealership your first instinct would be to start adding your inventory and posting specials you have for finance. Do you really think that your fans want to be bombarded with your inventory? Especially if they just purchased a car from you why do they need to see more?

Your dealership showed the best of customer service during the buying process now you need to show them you are having a fun time while on facebook.

Here are some ideas & tips to add to your fan page for your fans to be engaged.

Fun Facts: Us as humans enjoy seeing & learning about fun facts. For example “Did you know that a blue whales tongue weighs as much as an elephant”…? I didn’t know that until I start browsing fun facts the other day. I will never forget that either & yes I did tell a few people about it too from what I learned.

News: Checking out your local news stations online can provide a lot of upcoming events, intriguing news and local weather alerts.  You can also get great feedback on opinions of the consumer’s thoughts on certain news subjects. School closings are also very effective too!

Caption Photos: You can Google just about anything nowadays. Finding funny photos and offering the fan to add a creative caption to the photo can create engagement.

Local Charities: By offering the recognition of local charities can help increase visibility of your fan page. Showing them you care and spreading the word can help your fans see how involved you are.

Online Coupons: If you come across savings, coupons or offerings online; post them for the fans to see. Saving money is a big part of creating engagement and suggestion of your fan page.

Employment Opportunities: You would be surprised how this can get out with helping others, family members & friends of your fan. Posting positions on your fan page can show that you are looking at all resources to offer a position at your dealership.

School Sporting Events: Just about every school out there has a website and you can easily find any sporting events schedule to share or upcoming school event.

Just with these tidbits of ideas to post on your dealerships fan pages can help create engagement and get your dealership involved with spreading the word of news, facts, fun photos and much more. Once you keep them engaged they are considering your dealership for their next vehicle purchase.

*** All views & opinions presented in this article are solely of those of the author only. Jennifer Schrader