Professional Liability Insurance Group, 2nd quarter 2019
The PLIG Professional’s PULSE
2nd Quarter
Don’t Let Social Media Become Your Business’s Downfall
Social media plays a significant role in everyone’s lives now. Nearly every adult in the U.S. spends time daily on a social network.Whether it’s Facebook, Twitter,WhatsApp, LinkedIn, or Instagram, millions of people check their feeds every single day, if not several times a day. There are many reasons why people spend time on these social networks, but one of the top motivators includes sharing information about businesses, whether it’s regarding coworkers, how their working day has gone, or a customer-service experience. At the same time, you’re probably engaged in some form of social media marketing.This is good because it helps with SEO and increases awareness of your business. But that doesn’t mean online content is always beneficial. Social media involves users sharing their experience with a business. If their comments are positive, you win. If they’re negative, it can poorly affect your business in a big way. Some businesses have even shut down because of a social media backlash. Have a Strong Social Media Policy for Employees All employees should know what they can and can’t share about your business online.This should be a written policy that they sign to indicate they’ve read it and they know about the consequences should they break any of the rules. Have a Content-Editor System in Place to Ensure Suitable Content The person who manages your social media content should have a supervisor to ensure all content published is suitable. Even something as little as a spelling mistake can make the difference between customers liking your content or not. Programs like Hootsuite can actually help with this. It doesn’t cost too much and ensures your professionalism and company image is portrayed correctly on social media. In light of this, you have to be careful how you manage your social media profile. Here are some quick tips to help you.
Respond Quickly If someone mentions your brand on social media, you should be quick to respond to their comment. It could be something as simple as a thank you, or they could be notifying you of a serious problem your customer service team needs to deal with. Surveys have found that customers assume brands will respond within 1–2 hours of leaving a comment on social media. If a customer or potential customer took the time to call out your business or brand, in either a positive or negative way, you should take the time to respond. Have a Content Plan Do you know what the most successful brands on social media have? They have a content plan.This outlines what they are publishing, when, and why. Create a plan for your social media manager to follow. It helps them focus their efforts and prevents quick updates from being published that are full of mistakes. With so many businesses on social media these days, it’s likely you’re using it, too. However, being on social media and using it right are two different things. Ensure your brand is being portrayed for its professionalism, and don’t fall prey to some of the common mistakes listed above. -Shayne
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Professional Liability Insurance Group • www.ProtectUsBetter.com
How to CultivateValuable Customer Reviews THE GOOD KIND OF GOSSIP
When you’re thinking about buying a new product or service, what’s the first step you take? If you turn to the world wide web in search of reviews, then you’re in good company. According to a survey conducted by BrightLocal, 85 percent of consumers regard the customer review to be the single most credible and trustworthy source of advertising.That same survey found that 68 percent of customers surveyed were willing to provide feedback for a company. So, how do you get your customers to write the glowing reviews that help close deals? 1. DiversifyYour Platforms Don’t rely on customers to go to your website to leave reviews.There are numerous websites you can utilize that make leaving feedback more convenient for your clients.What’s more is that these other platforms are highly trafficked. BrightLocal found that Facebook andYelp were consumers’ most trusted source of user reviews in the U.S., but you can also use Google My Business or the Better Business Bureau. Most
importantly, be sure you are active on all the platforms you use.
2. Offer Incentives Give your clients a reason to write reviews. Consider offering incentives like a discount or coupon code, coffee gift card, or an entry to win a contest for an even bigger prize. 3.Ask the Right Questions Think of the review process as a conversation rather than a request to be met, and use open-ended questions to start. Before you even request a review, you can ask customers questions like “How was your recent experience with us?” or “How are you liking your product?” That way, you can gauge their satisfaction before they leave any feedback. 4. Respond, Respond, Respond The last thing you want to see is a scathing one- star review. But no matter how hard you work, they are still bound to happen.When you receive
one, take the time to respond thoughtfully — without being defensive — and try to come up with a possible solution to the complaint. And be sure to respond to your positive reviews as well. When you show that you engage with all of your customers, prospective ones will be more likely to give you a shot.
What Some of Our Clients Are Saying
The staff is always there to help with any questions and their response time is immediate! –Donna Prompt responses to questions, anticipating the information and documents I’ll need before I even ask, and friendly staff! –Dr. LaCavera It’s always a pleasure doing business with Professional Liability. –Judy S.
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How it works All you have to do is tell a friend, colleague, or any professional you know about us and make sure they tell us you sent them — that’s it! Remember, protecting professionals is our specialty! You can refer commercial businesses of any size, big or small, including accounting or law firms, physician’s practices or health care facilities, architecture or engineering firms, or even your local restaurant or dry cleaner. What you win 1. For each referral, we will automatically send you a $10 Wawa gift card! 2. Each referral automatically enters you into the quarterly drawing for a $50Visa gift card! 3. Each referral also enters you into the annual drawing for your
choice of an iPad Mini or an Amazon Kindle Fire HD. 4. For each referral we receive, we will also donate $20 to a charity * of your choosing. *Charity must be a registered 501(c)(3)
Remember, without your referrals and much-appreciated testimonials, we would not be where we are today.Your words encourage us to do our best and help other professionals decide to do business with us.You can call 856-692-7702, fax 856-691-0059, or email your referrals and kind words to info@ProtectUsBetter.com. And, as always, we want to say “Thank you!” for the professional relationships we have with each of you!
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You don’t have to be a client to receive your freeWawa gift card.
congratulations to last year ’ s annual referral contest winner , D r . N ayar !
There is absolutely no limit to how many times you can enter.
• Our contest is not in direct relation to any insurance sales.You’ll be rewarded simply for the lead. • You do not have to be present at the drawings to win. • Your referrals do not have to become our client for you to claim your prize. • We are not responsible if the law says you can’t win due to age or any other restriction.
A sundial has the fewest moving parts of any timepiece. Which has the most? BRAIN TEASER
The PLIG P u z z l e Challenge At the Professional Liability Insurance Group, we know just how bright and intelligent our newsletter readers are, which is why we are happy to challenge you with this puzzle! All you have to do is answer the puzzle challenge correctly and send your answer to us. Email your answer to info@ProtectUsBetter.com, fax it to 856-691-0059, or call 856-692-7702 to read off your answer.The winner will be selected from a random drawing of all correct responses submitted prior to printing our next newsletter and will win a $20Wawa gift card! Good luck!
LAST EDITION’S PUZZLE AND ANSWER:
Q:Turn me on my side and I am everything. Cut me in half and I am nothing.What am I?
A:The number 8
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Professional Liability Insurance Group • www.ProtectUsBetter.com
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FROM OUR FAMILY TO YOURS
1138 E. Chestnut Ave. Suite 5A Vineland, NJ 08360 www.ProtectUsBetter.com 856-692-7702 INSIDE
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Social Media Can Destroy Your Business
The Value of User Reviews and How to Cultivate Them
Hear From Our Clients
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Referral Contest: Check Out These Prizes
Puzzle Contest: Get It Right andWin!
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How Being Open to Growth Leads to Success
The Power of ‘Mindset’ How Being Open to Growth Leads to Success
For decades, Dr. Carol S. Dweck studied the phenomena of success. How is it that some people are able to grow their business, stay fit, or achieve their personal goals while others in similar situations stall out? “Mindset” is Dr. Dweck’s answer to this question. Subtitled “The New Psychology of Success,” this book chronicles the Stanford psychologist’s findings, which suggest an inseparable link between belief and achievement. According to Dr. Dweck, people tend to think about the challenges in front of them in one of two ways.They either have a “fixed” mindset — believing that their talents and abilities are static, intrinsic properties of who they are — or a “growth” mindset — believing they can improve every aspect of themselves with practice and perseverance.Those who approach life’s hurdles as an opportunity for growth are the ones who find long-term success. If you’ve ever said “I’m just not good at math” or “I’m not a natural leader,” you’ve fallen into the fixed mindset trap. If you believe there’s nothing you can do to change your circumstances, you’ll never strive to improve them.The same is true of positive fixed opinions of yourself. Dr. Dweck points out that those who believe themselves to be “a great boss” or “an amazing athlete” are also doing themselves a disservice. Once you think your skills are tied to who you are as a person, you’ll avoid challenging them for fear they might be found wanting.This leads your talents to atrophy as you seek detours rather than facing challenges head-on.
Dr. Dweck argues that, instead of falling victim to the pessimism and self- delusion that defines fixed mindset thinking, we need to recognize that the path to success lies in open-minded perseverance.“A person’s true potential is unknown (and unknowable),” she says. “It’s impossible to foresee what can be accomplished with years of passion, toil, and training.” Not only does “Mindset” drive this point home with well-documented experiments and studies, but it also provides a workshop to help people break free of their fixed mindset and find success.
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