SMPS Pacific Regional Conference

The Power of Story (Session by David Lecourse)

2012-03-01T09:38:00.000-08:00

David started his presentation by promising “Free prizes inside” and actually delivered (I scored a nice book of his photography in fact)

The premise of his session was on stories being the perfect way to build a relationship for services firms and he demonstrated with some very humorous but excellently told stories of his own. He tossed in some nice breakdowns of the brain science behind story connection and I think we all convinced. Here are some of the convincing snippets I captured during the session:

Stories are the way you connect. If your firm doesn't have a story, you don't have a business. Stories allow you in. We have a long sales cycles so we have to be memorable. You have to forma connection before you can persuade and cold facts are not as engaging. But when you can use stories to get a connection you can move their heart (feet and wallet will follow). As humans we crave drama. We have to have an emotional and intellectual connection. Intellect makes you think but emotion makes you act.

Stories help us remember. The more powerful the story the more you remember. Stories get into your brain in the right side where we hold emotion. When you hear a story it is emotionally contagious and makes you want to tell a sorry back and that’s how connections and relationships are developed. It can be even become a viral story and continue on without you (this is your brand).

Then he got into the really juicy breakdown of what makes a great story, how to capture them, and what stories a firm and you should create. Here are my notes from a really tip packed and nicely laid out session:

Story Breakdown

Struggle – Moment of change – Resolution: Without some sort of struggle there is no plot (internal struggles are the most powerful). There needs to be an ah-ha moment or change in direction of the character, and then there needs to be a resolution.

Make your story sticky (memorable): Use dialogs, establish the setting, use props, or make it visual. Showing your vulnerability is not a weakness, in fact it helps open up and invite people in and they respond in kind.

Types of Stories

David added that personal stories or your firms’ stories are great, but historical or societal stories can also help you ground your story. Lastly though, use your stories mainly to get your clients to tell theirs. Then be a great listener. Here are a few examples of stories a firm and people in it should have:

The “who I am” story: bios, self introduction, presentation interviews, website. People do business with people they know. Tell them who you are and what you are about in a story so it is memorable. You create the story by asking: why do you do what do you do?... How did you get to where you are?.... What complications have you overcome? And , what was the turning point?. Some examples included:

The challenge plot: underdog story, David and Goliath, etc.
The rags to riches plot: luck, hard work, both....
The what I've learned story: opportunity to reveal your vulnerability (this does not have to be work related).

Who we are: this cannot be a timeline – however there might be a collection of stories such as:

Vision plot: identifies where you want to go... thing “I have a dream” speech. It can attract clients and talent.
Connection plot: a relationship bridges a gap.
The revenge plot: when a wrong has been righted... Where your firm is being a super hero!
Stranger in a strange land: new market, new innovation

Who we have helped: a case study or project sheet improved! Examples might be:

Challenge plot: solved or overcame a challenge
Love story: good for partnerships, teaming, mergers. Being venerable and showing weakness but showing we are human and making a connection.

Whatever the story - share what you learned - mine your company for these stories - then convey them to others. He also added something I feel is increasingly helpful with this process which is the pocket tools we all have readily available to us right in our hand – our phones that shoot video or record stories (or even write them down as people talk). It’s time to stop using facts and figures to sell your firm and start using stories.

Elevating Innovation: Creating a Culture of Success (Christine Hollinden)

2012-02-28T15:32:00.000-08:00

Christine did a nice session on company culture that left the audience with a few small steps to changing the culture of an organization. Here is what I learned:

Culture is the DNA or driving force for your firm. Changing a firms culture can at times be the “flavor of the month”, but done well can impact success. In a services firm people are the #1 impact (what we sell, who connects, etc). Changing culture is the result of small steps or actions. It happens over time from the people within your organization. To change that culture takes several actions and event then, won't change right away.

First – She defined different types of culture. Each has their pluses and minuses and I especially loved this discussion because you could immediately see everyone in the room relating at least one to their firm. They included:

Clan culture: family, team centered, collaboration, group think, inwardly focused, but change is slow and they have the tendency to say this is the way we have always done it.

Adhocracy culture: flexibility, adaptability, unmanageable chaos, creator cultures, but, it requires management style that can transform the stress into drive, love, passion, and creativity.

Hierarchy culture: governed by rules, very defined, us vs. them, they value control, standardization and conformity. It is process based this is OK for some, it creates a since of order, but it squelches creativity and a sense of accountability, etc.

Market culture: outward focus, driven to beat the competition, use the drive to win to motivate, but do not see employee happiness as valuable.

I always say when you don’t know what needs to be changed – start by figuring out what you have to start with. Christine suggests getting started by asking staff to rank or get their perception of the firm. Then she went on to offer these small steps you can use to change culture a little bit at a time.

Step 1: Dialogue. You can't just push information out. You have to be having a two-way conversation. Try to reverse who speaks in your firm... Let staff educate the leadership. Have an idea board. Hold a ‘why not’ or a ‘what if’ meeting and just ask the questions... Just let it flow. Generate new ideas and solutions.

Step 2: Participation. Everyone has a voice (are you listening). Facilitate meetings where everyone has equal participation.

Step 3: Collaboration. Promoted through relaxed brains and better work environments.

Step 4: Change the Environment. Paint, paintings, plants, move things around, mix it up. Left the same and we stop creating, innovating, we get routine, stuck, less creative. Have a space for reflection but with tools available to capture ideas when the brain is relaxed and focused.

Step 5: Vision Success. You have to repeat the message AND people want to be a part of it.

Step 6: Game Changers. Find those who are open to change and let them spread the word. But it needs to come from the top.

Step 7: Let them Eat Cake. Celebrate success. Celebration creates good feelings and inspires more innovation, thoughts, dialogue, etc. Move, exercise, laugh, play music, dress-up ... Play (or as I like to say - let them pretend to make cake :))!

I’ve seen plenty of sessions and books on creating cultures of innovation and success but I enjoyed these really basic steps. Actually if any of you were at last year’s event you might remember when Mark Zweig, our key note, said that he likes to move people around in the office often, in fact he likes to move people who don’t tend to get along right next to each other just to make them be forced to talk more…. that is exactly what this session reminded me of.

You may not be able to make all these changes if you are not at the top but trying a few of the small steps for yourself or with your team members might be a great first step in taking a new path.

Clients in the Raw

2012-02-28T14:42:00.000-08:00

Thursday’s morning’s panel included a seemingly unheard of client’s tell-all panel of public agencies answering questions directly from the audience. I tried my best to capture each question and responses but focused more on the overall rather than who said what. There was a very similar panel in Oregon just a week before this conference and I have to say that there were many similarities so I’m excited to compare those notes.

Q1: What are the top 3 things you see in a proposal?

1. Responsive

2. Relevant and demonstrates that you understand

3. Experience of your team on past projects

We will call your references (including your subs). We will find your spelling errors, we read your resumes. You really need to show similar projects, of similar type and size. Resumes are read by staff; make sure they are related and local. They are looking for clues about the makeup of the team that you are proposing.

Q2: What is the best way to get to meet you?

Keep your goal in mind and make sure you are targeting the right people. Know and research their goals. You have to hit both engineers and managers. Don't ask me what I have coming out next month! You should know and be asking me about current and future projects. You have to understand what the agency is going through. That said you can’t just meet with me. Even good personal relationships might not help you during evaluate when the org is big and rule intensive. Think boards, city councils, etc.

Q3: How can we win work with you?

The culture of public work is such that we have to defend our decisions. So your response matters.

The process is rigorous process for a reason. What is relevant to me is your understanding of our needs... So, tell us how you can help us with these needs.

Extra tips: Don't come after the rfp is out. Go to board meetings! Know our pressures, meet O&M staff. Read our strategic plan. Ask me how often you want me to check in. I don't want to hear what you do, how can you help me?

Q5: Cover Letters – Do you read them?

Yes someone reads them. Watch your cut and paste, we see your errors! With 20 submitals it can be as simple as this. Really zero in and the project spefics. How will your pm relate on the project not now big is your firm or how many office you have.

Q6: What is the best way to get to know you if we are new.

Start submitting (hum probably not what we wanted to hear). Also, start on warm up projects. Show you bring something fresh.... Really be innovative and show new ideas.

Q7: Broad vs. Niche firms. How do you judge when looking at competing teams?

We will be specific in targeting what we are looking for so it just depends on the needs of the project. Some simple projects don't need the full service team when the project is straight forward.

Know our subcontracting goals and policies - at times they may favor those subs. In general - we evaluate the team members specifically so have a good team and explain why they are the best team for the job.

Q8: Does price really matter?

Yes... But QBS and experience also matter.

Q7: How do you feel about big teams (competitors teaming)

Be sure you can show work experience together and well in the interview. Can you clearly demonstrate who the lead is and that there will be no headaches in working together? Their perception/experience is that there is often fingers pointing and no one is standing behind their work.

Add: get our feedback during before, during, and after the project

Q8: how important is being local?

Right now in this economy… Important! We could get heat from the board/public for not picking local.

Q9: Are proposals split apart and if so do I need to repeat myself?

If you sense is that they do the evalution that way then yes you should protect your interest

Q10: What role does creativity play in selection (all things being equal)?

It does matter! But remember it is a wide cross section, young, old..... It does help when you are showing you are creativity through your design - but back up anything you show with proof and refence! Make it easy to read, make your message come straight across. Every encounter you have with us we evaluate and remember. Don’t just say you will be innovative and creative…. Tell me how.

Q11: Are you considering add veteran business goals?

Not yet for these firms.

Q12: Are you keeping more work in house or hiring more consultants.

We are doing more with less. So outsourcing more, hiring more as-needed and on-call so we have the flexibility to do both.

Q13: Interview tips

Once you get to interview think about:

How do you address our needs
How does the team work together, what is the chemistry
How well do you handle pressure

On interviews be sure your team is as polished your proposal. We want to see how you do under pressure. We hate death by PowerPoint but it does depend on the project. Either way (power point or conversational), put it in baby talk, be clear and don't kill us with info.

Q14: How do you come to a group decision on selection?

We are always willing to listen to staff’s opinions so it will be a group decision and we will be tough on everyone equally – even if we like you.

Q15: How should we present our issues with contracts?

Bottom line - Absolutely know you can sign this contract before you submit!

Q16: How to resolve issues between budget and proposed fees:

Talk to them before and know their budget.... Ask them how much they think it will cost. Know what they think the project will cost.

Q17: What do you think of clients who do more pre-work?

It is best to at least be able to demonstrate that you have the full understanding of the issues and challenges. It is a risk to come in with an idea and if you are off base then it would be bad, however, nine times out of ten the firm that wins did propose an idea (the right one though). Be sure you ground truth your ideas with the client!

Q18: Debriefs

There is a fear in the agency that we might reveal something that result in a protest. Bring you principals or marketing staff but not the team who could get defensive (or who we can't tell you sucked).

Q19: What piece of advice would you give for Q&A session?

Really really listen and respond to the questions. Do not ramble or BS.... Be prepared... Know what the panel might ask. We are looking to see how your team interacts. We don't care how many books you have read or even written. We want short and to the point and a project manager who can control this rambling.

Q20: How much does your past proposal/interview effect current selection? Is there a clean slate?

If you didn't stub your toe then there is probably no bad impression. But if you have baggage that you didn't take care of then it probably does carry over.

Q21: How often to you know who you are going to select before the rfp.

Probably 50/50. There is a process. There is a chance. Even the incumbent does at times stub their toe. Don't count yourself out.... They are however very causious about the perception of picking the same firm over and over. Show us why we should select you and you have a chance!

The power of appreciation - Mike Robbins

2012-02-17T07:26:00.001-08:00

Mike Robbins gave a very emotional and powerful presentation this morning that not only moved us, but gave us all permission to change the way we talk to others and about ourselves. The focus? Simply, appreciation. I've heard of and kept graditude journals, but Mike's speech went beyond the keep-it-to-yourself journal by outing the very culture we have in the US that is obsessed with what is next rather than focused on what is going right or what is good in our lives. Then, declared that when we truly appriciate people and what is good, we will see success.

Before he could tell us how to appreciate, he had to walk us through the reasons why it is so hard for us to do in the first place. First up, complaining! As humans we are hard wired to to be wary and we crave drama. Controlling complaints is the first step in re-wiring that cultural and biological habit. Stop complaining, start appreciating, and move toward fixing the problem instead.

Beyond the science, Mike explained that there was a difference between being valued or being appreciated verses getting rewarded. Recognition is based on results and requires on person to be called out over another. Appreciation is about recognizing the value of another person... Not just their actions or results.

Next up, slowing down. We are often so busy focused on what's next, that we don't stoping to connect. Listening is one of the best forms of appreciation and you aren't even doing anything, says Mike. Oh, what a powerful reminder.

Finally, there is a lack of practice in actually telling people we genuinely appreciate them for something. Therefore, we tend to be synical or distrusting, or even feel the need to dismiss the flattery. When I think back to a past training, I recall learning about giving and taking feedback and how uncomfortable it felt to simply say "thank you for the feedback" and then stop talking, and let it go at that. Appreciation is the same way. We need to learned to say thank you, and let it fill us up and take us in. I for one know I could be better about this for sure. Time to start practicing.

So, now we see some of the challenges including; choosing to pay attention, catching yourself in the act of things like complaining or not accepting the appreciation, judging, reacting, and going to fast. So, what can we do? Well, Mike gave us some great tips for giving others appreciation. Most important, get a GPS. That's appriciation that is genuine, specific, and personal. Make it about them, but if you need help, add on how what you appreciate about them impacts or benefits you. Ok, now I'm starting to get it.

Mike didnt stop here.. He gave plenty of examples in amazing and true story format, but I think the last few may have hit us all the hardest (in a good way). He said, It doesn't serve you to hold on to animosity, stop focusing on what annoys you or taking in coworkers with complaints. Get out of the negative space and start listening so you can find the things you should really appreciate. It is true, when the glass is half empty often it is harder for you to fill others or for them to fill yours (ok, Mike used buckets, but being a half empty person myself at times I wanted a bit smaller scale).

He ended of couse with a difficult excersize in self appreciation. One of the hardest things, yet the one that most effects our ability to appreciate others. The more self critical we are the more critical we are of others. It colors your world. So, he says, give yourself permission to appreciate yourself.

So much to appriciate today at this wonderful conference with other amazing leaders. Thank you SMPS for always filling my glass (or bucket...).

If you got more out of this session or any others I blog about please add your thoughts, advice, etc.

Navigate the Future

2012-02-15T22:14:00.001-08:00

Today I had the pleasure of attending a very interactive panel session which included seven SMPS Fellows (a high honor for our society). These professionals are all clearly outstanding in their firm and had great words of wisdom. What I loved about this form though was also the admittance that we all always learning and thus the audience was invited to participate, offer examples, and ask more questions.

Well facilitated and covering a huge range of topics there was never a dull moment. This was a several hour session so rather than try to review the entire event up I'll simply add a few thoughts and hope that others who attended will also continue with their own thoughts and discussion. So.... Here are my highlights, but feel free to add your own:

- Differentiation: While initial conversation revolved around staying focused as a firm as well as creating thought leaders, there was also fascinating discussion about what really does differentiate a firm and what is your clients emotional connection to that differentiation. Advice from the panel included finding answers to questions your clients don't even know they need to be asking yet, and rethinking where the market is going so that you can create projects for your firm and your client. Clearly as marketers we can play a role in helping our firm to discover how they are different.

-Trends in BD: One of the panelist discussed their firms new strategy of hiring dedicated (non-tech) BD sales staff. Another one the process of innovating with their clients to create projects when none existed. But lot of discussion surrounded the idea of focusing on a limited niche or suite of services. I love this discussion around niche vs diversified firms in particularly because, while done correctly some tiered diversification can be terrific in economies like this, without careful focus and an understanding that you will sometimes have to say no to work that doesn't fit.... diversification can also turn into a quite slippery slope.

- Social Media, New Technologies, and Generational work places: I'm bulking these together because they were clearly a hot topic for the panel and the audience. On strait social media I think it was clear that our role can, at the very least, be encouraging personal brand and thought leadership through SoMe. A key comment for me was the reminder that more clients, potential employees, editors, etc. are gravitating to the online world, so this will not be going away. I particularly appreciated the conversation around SoMe in relation to firm size. Smaller firms seem nimble enough to get content from across the firm, larger firms have staff to manage content and strategy, but mid-size firms are struggling more with time, ROI, and strategy for a truly meaningful use for these tools. This directly tied to the generational practice discussion where panelists and audience alike gave examples of both a need to adapt to these new modes of communication as well as the golden rule in our industry of simply knowing (directly and in person) your clients and their needs. One final add from myself on the generational side - while new tools and technology need to be adopted and adapted, I also thing younger clients and employees alike are looking to see what your firms social commitments are. Oh, and I'm not talking about social media, I'm talking about social causes!

There was so much discussed that I don't think I can capture a tenth of it here, but I'll add just one more for tonight and this was also hot and a bit heated:

- Value-Added: The discussion of "value added" services were certainly intriguing to me. I think we all agree that you really have to prove the value in the eyes of the client (so very hard). But the very use of the term value added made one panelist suggest that our clients might perceive this to mean we didn't plan to bring value in the first place. One thing is for sure, 'value added' is so freely used in our industry that I'm sure we can keep this conversation going for a while!

Ok, I've got to wrap it up now to get ready for tomorrow.... But with so many 'chicken or the egg' scenarios discussed today, I am certain there is still plenty to keep us all talking...

So keep talking, and I'll see you tomorrow!

Today is the day!

2012-02-15T09:42:00.001-08:00

It starts today. Up at 4:30 and on my way to San Diego. It was a beautiful sunrise over the mountain as I lifted off, an omen I'm certain of the the good things to come. I'm excited to see Fellows and friends. I'm hoping a few tweeting folks will chat in person, and looking forward to seeing some of Downtown. Cheers to lively in person conversations. Let's get this party started.

How To Attend a Conference

2012-02-08T22:13:00.000-08:00

David Lecours has been a past and now current presenter at The Wave (Catch him talking about the power of stories to win business). He also regularly attends conferences. So, after his years of "field experience" he wrote a great piece at dedicated to his lessons learned. Check out How To Attend a Conference for 8 great tips including everything from picking the right events, to per-conference networking and meet-up arranging, to seizing every opportunity you can get and just sleeping on the plane ;)

Study these great tips from David and let us both know if you have others that have served you well. I personally like to take full advantage of conferences to ask the speakers and senior attendees lots of questions - but I also like to ask those first timers what trends they are seeing or new technologies they are starting to incorporate. I never meet anyone that doesn't have something to teach me. I'm really looking forward to soaking it all in.

Thanks David for the tips. Tweet up with David at @lecoursdesign and in person at his session in just a week!

days and counting - see you soon.

February is here...

2012-02-01T10:08:00.000-08:00

I don't know about the rest of you going but I'm getting excited. I'm jazzed about the key note speaker Mike Robbins. I've always loved the idea that gratitude and good thoughts make a better day and I think now more than ever I'll enjoy these reminders. I have no idea how I'm going to decide what events to attend but I'm flying in ultra early for the Wed Fellows Form for sure. Being a member of SMPS for more than 10 years now, these are all people who I have admired for a long time. I'm really looking forward to their advice, personal triumphs, and inspiration.

I see some familiar names, repeat speakers, and very intriguing session titles this year. I'm certain there will be moments when I will be torn between where to go next. When you go to events do you seek out sessions that will help you? your firm? your career? your principals?... Do you divide and conqueror with friends and co-workers or do you follow tweets for other sessions (yep - that would be me)? Do you pre-plan your daily route or do you go with your gut at the moment? Do you support friends or take referrals? What is your plan of attack for this conference?

Thankfully there is no doubt where I will start my Thursday evening. Looking forward to a little lightness and fun. I'm feeling happy already!

Tweet Up?

2012-01-20T09:00:00.000-08:00

I love going to conferences... but it seems bitter sweet that the discussion end with the end of the conference.This is why I have come to love tweeter. It seems that in the world of social media the conversations can happen before, during, and after events. I love that!

So you guessed it - I'll be tweeting again. Follow #SMPSPRC to catch the discussion. I'll will be attempting to tweet (@scatpdx) while at PRC and then adding in some more detailed blog posts here after sessions.

Tweeting is fun - but I really like to meet up in person. So, I'm proposing a tweet up if anyone is interested. The #SMPSPRC tweet up would be Wed, Feb 15 around 4:30p at Upstart Crow (coffee shop/bookstore near the hotel) where we can start the discussion before heading out for the restaurant roundup.

Let me know if your in? Let the discussion begin!

Stacey

PS Don't know what this twitter stuff is all about but want in on the discussion come on by and we'll get you started.

Sailing to San Diego

2012-01-06T16:06:00.000-08:00

Ok, I won't be sailing there... I don't even know how to navigate a ship really... but I will be flying to this event again for the 3rd time. I'm actually still in shock when I think about this being the 3rd annual event. Who knew! We'll if you've been - you know. But if you haven't - here's why you should (or at least I do):

CEU’s – Yep, I’m a CPSM, I need those CEU’s and I get 2 days worth in one trip – awesome!
High ROI – No, I’m not talking about leads here. I’m talking about seeing extremely high caliber national speakers for half the price of national conferences. That’s good cents.
Fresh Ideas – Every time I go to this event I come back hyped up with new ideas. While I work with a great team I often work alone and creativity and new ideas from the outside feel good to bring back to work.
Friendships – I laugh so hard when I go to big SMPS events. Every time I go I meet people who become friends beyond this event. Even here in OR I rarely get to spend that much one-on-one time with my mates from back home. So coming to this event always leaves me feeling loved.

That’s just some of the reasons I go. I also go because I believe in SMPS. I believe in its power to change the course of my career and my firms marketing ideas and connections. I hope this convinces you to come along, and I hope to see some familiar and some new faces in just a few short weeks.

Sea you soon (ok – I’m going to have to curb the wave jokes huh?)
Stacey

Welcome to the 2012 SMPS Pacific Regional Conference

2012-01-06T10:28:00.000-08:00

Good morning, fellow Pacific Regional Conference attendees and blog readers! We're kicking-off the PRC blog a little early this year, in part to get you all prepared and excited for the full line-up in San Diego. Also, to elicit your preferences about which sessions you want to see covered.

Stacey Ho, CPSM, of the Oregon Chapter is our main blogger this year. I'm really looking forward to her perceptions and observations of the conference, written with her wit and humor. Stacey can also be found on Twitter @scatpdx. And if you want a glimpse at my impressions, I'll be tweeting @crafterkat.

Please comment below on which sessions you would like to see followed. And be sure to sign up for the official conference tweets by following @SMPSTheWave.

See you in SD!
Katherine Robinette, SMPS PRC Co-Chair 2012-2013