Ponte Vedra Beach, FL
Client Services Director at Arment Dietrich. Ninja.
Amy is my unicorn guru and chief advisor. She serves as my publicist (although I haven't seen front page of NYT or WSJ, or even USA Today yet...so Amy, we need to talk). She also, frighteningly enough, seems to have made friends with Papa Petrolino....which scares me what sort of mischief and hilarity (at my expense) those two could get into. It saddens me that I didn't know her when I was her neighbor and lived in the superior part of Florida, but alas all the more reason to visit her soon!
1 day, 11 hours ago on #FollowFriday: Amy Tobin
@ginidietrich @Howie Goldfarb @LauraPetrolino Do you all see the torture we face on a daily basis here at Arment Dietrich. It is at times unbearable. But I stay strong.
YOU WILL NOT BREAK ME GINI DIETRICH!! You can take away my access to delicious pastry sweets, but you can not take my liberty!!!
2 days, 6 hours ago on Five Tips to Deal with Angry Clients
This is such a great article and it's something we all deal with, unfortunately. I think it is especially challenging with people in our profession as well because most of us tend to naturally be 'people' people. That makes it harder to not take personally. This is something I struggle with a lot.
Like most client interaction, at the core it comes down to understanding what the client needs. Like you said in #4 above, a lot of times the outburst just is because they want to be heard. Sometimes it's a power thing, sometimes it's a control thing, sometimes it is to see how far they can push their limits. Taking a step back from the situation, figuring out what the 'need' is, and then responding accordingly is really important.
I'll also say that while it is important to let angry clients know that you hear them and are addressing the situation which has them upset, it is equally important to not crawl into feeble position and plead for forgiveness at their feet. Especially if this is not a situation where you are at fault, an angry client needs to feel confident that you are the professional, the expert, and that you can't just be pushed around. Expressing understanding at their frustration, while maintaining confidence and strength (you are not a punching bag) is very important.
2 days, 9 hours ago on Five Tips to Deal with Angry Clients
@ginidietrich @RobBiesenbach Go to the mattresses!!!!
@SusynEliseDuris @RobBiesenbach Yep, what Rob said. And Sue "I'm a half-full gal and recognize I have to share the world with these half-empty types." GREAT QUOTE!
3 days, 1 hour ago on Silos: Knock Them Down to Build Business
Great comprehensive overview. Mention looks very interesting. In the end the big thing I always try to make sure clients understand is that it's not what you measure, but understanding why you measure it and why it matters. You do a great job laying all of that out here!
3 days, 1 hour ago on Four PR Metrics You Can Start Using Today
@belllindsay Me too!!
What a fantastic case study Clay. I love posts like this because they provide so much great fodder to be applied elsewhere. The clear take away here, as with other UGC is know your audience, know your audience, know your audience and play to their motivations.
3 days, 1 hour ago on The Game of Content
@belllindsay Gamers are a passionate and strange breed, which is part of the reason why stuff like this is so effective. They are easily willing to be pulled completely into this world. It's fascinating, but the marketing and the dynamic.
@lizreusswig @ClayMorgan Liz is this company based out of WI? I'm forgetting their name, but when I was reading this post I totally thought of them. We interviews the founders on Call a Biz Hero once.
in the end, communications professional or not, this type of behavior just makes me sad and brings me back to one of the most problematic things that digital communications has caused to proliferate...this weird lack of empathy, of stopping to think prior to writing something hateful. Of course this isn't true across the board, but I think in the wrong hands it provides this disconnect which is what causes some of these actions that are just totally against social concepts (even if you are a jerk).
That being said, part of being human is having those moments that you just want to say something you shouldn't, and part of being a functioning adult is learning to cope. My adult coping mechanism (as many know) is to have little personal temper tantrums, where I stomp around, punch at the air, wave my arms wildly, and occasionally throw small objects at walls. I will also turn on the Fresh Prince of BelAir and DJ Jazzy Jeff and sing rather loudly to Girls Ain't Nothing but Trouble and Parent's Just Don't Understand. Then I take a deep breath and move on in a polite, adult fashion.
The point here is, you need to stop (collaborate and listen), think, figure out what you need to do to handle your frustration, and then respond like a freaking professional.
3 days, 23 hours ago on Kelly Blazek Proves Communicators Have One Chance to Get it Right
@T60Productions I do this all the time!!! It makes me feel better to get it out!
4 days ago on Kelly Blazek Proves Communicators Have One Chance to Get it Right
These are great tips! Improving my writing skills is one of my big focal points this year. I'm lucky to be on a team with some pretty amazing writers to learn from, which is nice (albeit a bit intimidating) :) Two things I'd add:
1) Find the time of day that you write best. For example, I produce my best content either in the morning or noon time. After around 3, I'm worthless as a writer.
2) Gini gave me the tip she mentioned below of setting aside some time each day to write. While I haven't been able to consistently do this every day yet, the days I do not only do I find I walk away having produced some content, I've realized having that short 30-60 min break in my day to do something creative and totally focused in this way leaves me refreshed, renewed, and almost feeling indulgent. As if I totally slacked off from work. I'm not sure why this is, but I guess I'm just throwing it out there for people who feel that you can't break away from your regular scheduled programming to make this daily commitment, I'm finding the days I do I end up being more productive in other things.
5 days, 1 hour ago on Improve Your Writing with Six Writerly Hobbies
@Howie Goldfarb @ginidietrich I actually still don't and it is now 7pm EST!
5 days, 1 hour ago on What Mastercard Learned about Journalistic Ethics
@Howie Goldfarb @ginidietrich @Danny Brown Actually I'm pretty sure I would have been dressed up like a mastercard and sent to personally visit each journalist to inform them of their requirements....in song.
I can't even comment right now because I am so deeply hurt I was left out of the Aquarian shout outs by @belllindsay that I can't muster the strength to say a word about any of these articles right now. I'll come back as soon as I recover.
6 days, 8 hours ago on The Three Things, Edition 70
@belllindsay I'd like to be the pistachio please, green brings out my eyes
1 week, 1 day ago on #FollowFriday: Mary Anne Keane
Mary Anne, Mary Anne!!! I think I've told Mary Anne like 5 million times already this week how excited we are to have her, so I won't say it again, but OMG! ((((EXCITED)))) That being said, the poor woman is probably already sick of having to deal with me on a daily basis, so please send her strength, the Petrolino Adaptation Period can be difficult.
There have been several points in my career that I have been politely told that I have a problem with people in positions of authority. Which is not the case, I have a problem with people in positions of authoritarian rule.
As I mentioned below, from the very get go in the interview process you create and encourage a culture of collaborative feedback. Which not only helps the organization, but fundamentally changes (for the better) the way we see our role in it. So it's a winning process that reinforces itself for exponential gain.
That being said, I do think for a set up like this to work you have to have the right mix of personalities. People that are enough on the same wavelength to see a similar vision and have a mutual respect for each other's perspectives, skills, and abilities.
1 week, 1 day ago on Five Ways “No” Men Help Your Business
@ginidietrich @lauraclick Interestingly enough it was those types of questions that you asked during my interview process that made me walk away tremendously excited and reassured this was the right place for me to be.
1 week, 2 days ago on Five Ways “No” Men Help Your Business