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Scarlett Letter #128: Client service lessons from the bike shop repair guys

If you are a biker (the non-motorized kind), you know that every bike shop has a team of bike repair guys (yup, often guys). Over the years, I’ve been impressed by their generosity. I could tell you story after story about how they would bend over backwards to repair my bike and get me back out on the road.

Yesterday, I had yet another experience of similar nature. I was recently the proud recipient of a specialty bike from Europe—a Gazelle. Very fancy commuter bike with all the bells and whistles. My generator headlight was broken, and the bike store by ...

Tags: AEC client service, AEC lessons learned, Anne Scarlett A/E Marketing, client service, customer service, design and construction client service, linkedin, professional services marketing, professional services sales, Scarlett Consulting AEC business development, Social network

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July 29, 2010

Scarlett Letter #127: Must Followup on these Tweets from Q1-2 2010 (Part II)

In Scarlett Letter #126, I posted a dozen key tweets from this year that I myself (and perhaps you, too!) need to delve into at a deeper level. Here’s the rest (just eleven!). Please do let me know your own thoughts or experiences relating to these ideas, resources, concepts, etc. Privately or publicly—I want to know!

>>RT @andressilvaa: ARTICLE: 5 Essential Apps for Your Business http://bit.ly/bQunsO (via @TheYaffeGroup) Twitter apps can overwhelm. I like this list (yes, from 5/09).

>>Will try some to improve my twitter mgmt #AEC #SMPS http://tinyurl.com/q5qz6f

>>RT @windycitysocial @krzimmer @kdpaine: PR pros use web ...

Tags: 2010 AEC activities, 2010 design and construction activities, 2010 followups, Anne Scarlett A/E Marketing, linkedin, professional services marketing, professional services sales, Scarlett Consulting AEC business development

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July 26, 2010

Scarlett Letter #126: Must Followup on these Tweets from Q1-2 2010 (Part I)

Seven months into 2010, I realize that I have not fully followed up on some of the ‘to do’ items that I’ve posted on Twitter. First, let me explain that there are two reasons that I post tweets:

1. The ‘usual’ reason: to build relationships and trust; to join in the spirit of sharing; to win new business.

2. Because–I confess–I myself want to look much deeper into the particular subject, suggestion, etc. that I’ve posted. So I figure if I share it with others to spread the benefits to colleagues, that I will also have it on my own ‘to ...

Tags: Anne Scarlett A/E Marketing, good advice on twitter, linkedin, professional services marketing, professional services sales, Scarlett Consulting AEC business development, Twitter

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July 22, 2010

Scarlett Letter #125: Resist the urge to provide backup explanations when ‘creating’ ideas, concepts, designs

Recently I was in Europe, speaking with an accomplished young author and professor from Germany. Her name was Lillian, and we spent some time talking about our respective teaching philosophies. Because I so often co-purpose my approaches to my Scarlett Consulting design and construction clients with my approaches in teaching at the university level, the conversation got me to thinking about the business practices of AEC clients and friends.

Specifically, Lillian spoke of a teaching practice that she borrowed from Gruppe 47 –a literary association formed in Germany in 1947, just after ...

Tags: AEC internal training, Anne Scarlett A/E Marketing, Design and construction continued education, linkedin, professional services marketing, professional services sales, Scarlett Consulting AEC business development

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July 19, 2010

Scarlett Consulting #124: Clarifying roles and responsibilities

Or maybe I should be titling this post: Expecting the wrong things from the wrong people.

 

Not unlike the majority of sizable AEC firms, Columbia College of Chicago has a formidable information technology (IT) team. This group educates adjunct professors, like myself, on the latest and greatest technological tools and programs. It’s a neat system for extended learning, and I take full advantage of the perk.

 

This past semester, I discovered that I had misunderstood the specific ...

Tags: AEC lines of communication, AEC roles and responsibilities, AEC team structure, Anne Scarlett A/E Marketing, linkedin, professional services marketing, professional services sales, Scarlett Consulting AEC business development

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July 12, 2010

Scarlett Letter #123: Make it easy for your internal staff members to share knowledge with one another.

Have you ever noticed how people from your firm will attend conferences, seminars, lunch sessions, etc. but then they will neglect to share their new knowledge or experience? When times are busy, admittedly, it’s hard to keep track of what’s being absorbed and shared, let alone keep up with regular project responsibilities. Initially, many firms have the intention of encouraging their staff to share knowledge.

 

Intentions are good. Leadership often proclaims that if staff are to attend an educational session they ‘should’ come back and ...

Tags: AEC knowledge sharing, Anne Scarlett A/E Marketing, design and construction knowledge transfer, linkedin, professional services marketing, professional services sales, Scarlett Consulting AEC business development

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July 05, 2010

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