Jed Emerson is a leader in social capital, with good ideas and clear thinking on this important topic for many social ventures. Here are some highlights from a recent interview:
Jed Emerson on Social Capital
The Role of Social Media Customer Service in Crisis Management
Good customer service can prevent an incredible number of crises
Having trouble getting some much-needed assistance with a product or service is a struggle familiar to just about everyone. Automated phone systems seem designed to trap callers in an infinite loop, and in-store staff are often as clueless as your average shopper when it comes to details or policy. Thankfully, social media rose as a shining beacon of hope for those desperately seeking customer service! Suddenly, one person, when well versed in communication and company practices, is able to directly answer questions and concerns from a wide variety of stakeholders at once, all without anyone spending a single second sitting on hold listening to coma-inducing Muzak. Even better, you can make sure that the most pleasant of your exchanges are very much public, a living banner advertisement for how awesome your organization really is.
So problem solved! I mean, everybody is making use of Twitter and Facebook to provide great customer service now that it’s so easy, right? Well…no. In fact, we would bet that the organizations a good number of you work for, or even own, aren’t doing any type of social media customer service at all. The idea is certainly growing in popularity, but there’s some sort of disconnect between the idea of heading trouble off at the pass and the actual implementation of that concept that stops many from ever moving forward.
Prevention is the best form of crisis management
One of our favorite sayings at Bernstein Crisis Management is, “prevention is the best form of crisis management.” Countless complaints go unanswered every day, complaints that then wind up permanently posted to sites like Yelp, fed to hungry consumer reports investigators, or simply passed among friends and colleagues as a warning. A bit of automated social media monitoring and some quick customer service could resolve an incredible number of individual problems, before they expand to taint the impressions of others. At the same time, constant monitoring assures that you will be aware of any rise in negative sentiment about your brand, and be in position to research what is driving said sentiment, invaluable information when you’re doing preventative crisis management.
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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]
The 3 “Es” of High Energy
High energy does three important things:
- It energizes the topic.
- It engages the participants.
- It elevates the facilitator.
How does High Energy Energize a Topic?
When a facilitator leads a session with energy, the energy transfers to the topic. By being passionate about the topic, you are implicitly saying to the participants, “This is important to me, and it should be important to you.” Your actions and your energy around the topic help energize the topic for the participants. And, just as high energy can make a topic more interesting, likewise, low energy can make a topic less interesting.
How does High Energy Engage the Participants?
For most people, high energy is just more appealing to listen to than low energy. In essence, high energy is just more fun. Of course there is a point where high energy goes “over the top” and becomes less interesting and more irritating. But, short of being over done, high energy invites participants to listen and stay alert. Unfortunately, low energy can invite participants to check out or fall asleep. I’m sure you, like me, have experienced this many times with speakers in a variety of circumstances.
How does High Energy Elevate the Facilitator?
Energy can have a significant impact on the participants’ perception of the facilitator. As a consultant, when I spoke with clients, I used a low-key consulting voice, which was intended to project sincerity and concern. I wanted to let my clients know that I was concerned about their needs and wanted to be as helpful to them as possible.
Unfortunately, when I facilitated, I would speak with the same, low-key voice. While it was an effective consulting voice, it was a lousy facilitation voice. Why? When a facilitator drops his/her energy, the session drags. When a facilitator keeps his/her energy up, the participants follow. One participant said he followed a facilitator because “he seemed to know what he was doing.”
The critical point here is that the facilitator’s high energy projected confidence. High energy gave the impression that he knew what he was doing. Let’s reverse the point. If high energy can project high confidence, then low energy can project low confidence. So, during my consulting days, my low energy during facilitation was projecting to the participants that I had low confidence. In other words, I was giving up power when I facilitated.
So, keep up your energy high and remember the impact those 3 “Es” have in your meetings. Want to learn how to start a virtual meeting with high energy (and keep it that way)? Read more here.
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Certified Master Facilitator Michael Wilkinson is the CEO and Managing Director of Leadership Strategies, Inc., The Facilitation Company and author of The Secrets of Facilitation 2nd Edition, The Secrets to Masterful Meetings, and The Executive Guide to Facilitating Strategy. Leadership Strategies is a global leader in facilitation services, providing companies with dynamic professional facilitators who lead executive teams and task forces in areas like strategic planning, issue resolution, process improvement and others. The company is also a leading provider of facilitation training in the United States, having trained over 18,000 individuals.
Positioning Strategies: How Do You Differentiate Yourself from the Competition?
(Adapted from The Executive Guide to Facilitating Strategy)
In the course of developing strategic plans, organizations often find themselves taking a step back to ask the question, “How can we differentiate ourselves from the competition?” The answer to this question often results in the development of positioning strategies.
In his book, The Discipline of Market Leaders, Michael Treacy defined three primary positioning strategies. He found that the best organizations in the world, while at least adequate at all three, typically distinguished themselves and built their success around one of the three areas. I have added a fourth positioning strategy (marketing dominance) based on my strategy development work.
Exhibit – Positioning Strategies
| Operational Excellence | Organizations who win through operational excellence do business faster, cheaper, or more effectively and consistently than anyone else. They have fine-tuned the operation so well, that the customer expects perfection every time. And, usually, they deliver. Examples: Wal-Mart, Federal Express, McDonald’s |
| Product Leadership | What do Sony, 3M and Lexus have in common? They seek to position themselves as product leaders. They strive to have consistently better products than anyone else. Sony, for example, was the first with the Walkman, the Watchman, and even betamax. Well, you can’t win them all – though beta continues to be the preferred technology in the professional video world. But, product leaders do tend to be the first out with winning products over and over again. Examples: Sony, 3M, Lexus |
| Customer Intimacy | These organizations strive to win by knowing their customers better than anyone else and using that knowledge to competitive advantage. In a world replete with poor service, organizations stand out when they deliver consistently strong customer service. Examples: Ritz-Carlton, Nordstrom, Amazon.com |
| Marketing Dominance | What about Coca-Cola, Nike and Microsoft? They are representative of a fourth positioning strategy. Each of these organizations has competitors with better products and better operational efficiencies. Nor are these organizations known for particularly strong customer service. But what they do have is marketing dominance. They win by positioning their products in the hearts and minds of their customers, better than anyone else. Examples: The Coca-Cola Company, Nike and Microsoft |
You can use the four positioning strategies to help your team understand how it is winning today and how it will need to win in the future.
The Process
The process for developing positioning statements includes the following steps that support our overall methodology, Drivers Model – taught in our training, Secrets to Facilitating Strategy.
| 1 | Educate the team on position statements and positioning strategies | After completing the review of the briefing book review and SWOT or just the briefing book (if positioning statements are done instead of the SWOT), educate the planning team on positioning statements and positioning strategies. |
| 2 | Define your current and future positioning strategy | Have the team identify which of the four fundamental positioning strategies represents the way the organization operates today, and which positioning strategy best characterizes how it will need to operate in the future. |
| 3 | Identify areas for positioning statements | After defining the future positioning strategy, the next step is to identify the areas for developing positioning statements. Positioning statements have two parts: the external trend (“We believe…”) and the action that will be taken (“Therefore, we must…”). There are traditionally two approaches to writing positioning statements. The first approach is to base the areas for positioning statements on the most important external trends from the briefing book review and SWOT. The other approach is to identify first the key actions we know we need to take and then identify what is happening in the external environment that mandates the action. |
| 4 | Identify strategies to respond to the trends | With the key trends identified, the next step is to brainstorm strategies to address those trends. For positioning statements, the strategies need only use the “verb-object” format; there is no need to include “purpose” since this will be covered by the “We believe…” portion of the positioning statement. |
| 5 | Format the positioning statements | With the trends and strategies identified, you can now create the positioning statements that combine the two. The trend will be used in the “We believe…” portion of the statement and the strategies will appear in the “Therefore, we will…” portion of the statement. |
| 6 | Perform a quality check | The final step in the positioning statement process is to review each of the quality check items to ensure that all the checks are met. |
More about these steps is outlined in depth in The Executive Guide to Facilitating Strategy.
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Certified Master Facilitator Michael Wilkinson is the CEO and Managing Director of Leadership Strategies, Inc., The Facilitation Company and author of The Secrets of Facilitation 2nd Edition, The Secrets to Masterful Meetings, and The Executive Guide to Facilitating Strategy. Leadership Strategies is a global leader in facilitation services, providing companies with dynamic professional facilitators who lead executive teams and task forces in areas like strategic planning, issue resolution, process improvement and others. The company is also a leading provider of facilitation training in the United States, having trained over 18,000 individuals.
3 Ways to Improve the Online Visibility of Your Small Business
Guest Author: Dustin Heap
Defined as less than 500 employees, small businesses today literally make up an astounding 99% of U.S. businesses. Further, according to the State Department, almost 20 million people work for companies employing less than 20 people. In light of these statistics, it’s easy to see the need for savvy small business marketing by owners across the United States. As the marketplace and consumers become increasingly more digital, marketing is even more important in regards to online visibility. Small business owners can follow the tips below to establish a foundation of strong online marketing and increase their visibility in the very competitive online space.
Make Your Site Seen
There are few fundamental elements essential to online visibility. You wouldn’t build a house without a strong foundation and you shouldn’t build a website without one either. Just like with laying a foundation there are some things you first need to avoid to successfully complete the job. Some of the elements to avoid in order to give your website a strong foundation and visibility online include a website without heavy usage of iframes, splash pages, restricted access by login, and Javascript navigational elements.
After avoiding the aforementioned elements there are many things you need to have to build a strong website. One of the major must haves is a website that uses HTML 5 and CSS best practices to ensure that search engine robots can access and “crawl” the website by jumping from HTML link to HTML link. While this may sound foreign and complex to non-digital business owners, most content management platforms today, such as WordPress, come with websites that are designed with SEO best practices in mind. If moving to or creating a new site isn’t an option, then owners should work with their web developer to ensure that SEO best practices are followed as much as possible to ensure maximum visibility from the search engines.
Other quick fixes for website owners can include ensuring that the robots.txt file is not preventing the website from being indexed, optimizing on page tags such as the title and meta tags, and setting up a Webmaster account with the search engines and submitting a sitemap.
With a strong foundation in place, business owners can turn their focus to both onsite and offsite efforts to attract visitors and increase visibility.
Regular Expert Content
One of the best things small business owners can do to increase online visibility is to create unique and expert content on a company blog. Again, this option will be most effective if you’ve made your website search friendly, so be sure to start there. As alluded to previously a 3rd party web developer should be able to include some kind of blogging platform that allows owners to produce content. Even if an entire site redesign isn’t possible with a little bit of custom work this can be put in place as needed.
Creating content by blogging regularly provides many advantages to small business owners. First, it establishes the business as an authority on any given topic. This authority helps communicate to the search engines that your website should appear in search results because it is evident that you would be useful to searchers.
Another by-product of creating such content is that it attracts links. Search engines use links much like votes in an election. The more you have, the more likely you are to appear when users in your area search for your type of business.
Finally, creating this content provides an easy way to answer frequently asked questions, engage with current and potential customers, and communicate company news and promotions.
Regular content creation brings a myriad of benefits and really only requires that someone internally make time to get it written and posted on a company blog.
Business Profile Pages
Another easy and inexpensive way to increase visibility is to list your small business in online business directory sites. These sites include such examples as Yelp, Superpages and many others. While I’ve explained in detail how to build these local listings elsewhere, there are several benefits of doing so that are worth mentioning here.
The first benefit is that these “local citations,” as they are called in online parlance, are vital to ranking for geographic related searches. This simply means that you are more likely to appear for searches done by people in your city or town by having these types of listings online.
Another benefit is that sometimes the listing on the external site ranks highly in the search results by itself. This is because a website like Yelp is viewed as very authoritative by Google. Thus, by listing your business there, your business profile may be the one to show up. When this happens, you instantly get more visibility and there is a good chance that users will then click over to your actual website.
Lastly, having many different business profiles set up gives your customers the ability to leave a positive review of your business on their preferred website. These reviews will then be seen by more potential customers and potentially lead to increased sales. In fact, 52% of consumers are more likely to buy from a local business with positive reviews and 72% trust online reviews as much as they trust personal recommendations from friends or family.
While online marketing may seem daunting to an owner or business first getting started, it doesn’t have to be. By implementing a solid foundation, creating regular unique content, and creating business listings online a small business owner can make a huge impact on the bottom line for a small cost.
Author Bio:
Dustin Heap works at Signs.com as a digital marketer. Signs.com is leading custom sign shop offering custom signage to clients across the United States. Dustin has previously worked both on the organic and paid side of search and with small businesses in a wide variety of industries.
Dr. Phil Needs Prescription for Social Media Crisis Management
Deleting posts once they’ve grabbed the public’s attention is a cardinal sin of modern crisis management
Anyone experienced with social media crisis management can tell you, deleting a post after it’s become the center of public controversy is a major faux paus. Of course, that doesn’t stop an incredible number of well-known figures and organizations from doing just that.
The backlash is even worse when public perception is that the person should have known better, as was the case when Dr. Phil sent out tweet asking, “If a girl is drunk, is it okay to have sex with her?” Here’s more on the story, from a Washington Post article by Monica Hesse:
On Tuesday, Dr. Phil, drawling psychologist to the masses, posted a tweet that some interpreted as, at best, tone-deaf and, at worst, a tacit encouragement for date rape. “If a girl is drunk, is it okay to have sex with her?” someone from his account tweeted at 5:49 p.m. “Reply yes or no to @drphil #teensaccused.”
“If Dr. Phil is drunk, is it okay for him to tweet?” responded one follower. Another wondered, “If a person is a mysognyist [sic], is it okay to just refer to him as ‘Dr. Phil’ from now on?” Within a few hours, Oprah Winfrey’s former acolyte became thoroughly detested online. Then, he compounded the situation by committing what has become an unpardonable sin in the public venues through which we conduct discourse: He deleted the tweet.
On his timeline, the comment no longer appears, but other Twitter users quickly made sure it wasn’t gone.
“Hey, @DrPhil, if someone deletes his tweet, is it okay to post a screenshot of it?” queried a user who attached a cached image. Others were more direct: “@DrPhil is a bloody coward and has since deleted the tweet.”
The unspoken rule in social media is that if you say something dumb, you have to live with it. Apologizing can work wonders in terms of helping stakeholders accept, and forget, your mistakes, but, as Dr. Phil discovered, trying to cover things up will only serve to draw out hordes of folks who are more than happy to ensure that everybody knows exactly what you wanted to hide.
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For more resources, see the Free Management Library topic: Crisis Management
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[Jonathan Bernstein is president of Bernstein Crisis Management, Inc., an international crisis management consultancy, author of Manager’s Guide to Crisis Management and Keeping the Wolves at Bay – Media Training. Erik Bernstein is Social Media Manager for the firm, and also editor of its newsletter, Crisis Manager]
Working With Different Generations
A recent encounter got me thinking about inter-generational interactions and communication in the workplace.
As a volunteer usher at a performing arts organization, I was given the wrong sign in sheet by young millennial who was chatting away with another staff member.
Later, it was brought to my attention, by the same person, who said to me, “You signed the wrong sheet.” There was no apology or taking of responsibility.
My first reaction was annoyance thinking, “It was your mistake, not mine. Don’t you know I’ve been working much longer than you…you should show some respect….where’s your work ethic?”
Once I got out of my righteous indignation, I looked back and realized that maybe I need to take some responsibility for not paying more attention in the first place. Also in the past, when I’ve observed her in action as she dealt with patrons, she was professional. So that got me thinking!
Generational Differences
For the first time we now have four generations in the workplace (traditionalists – baby boomers -X ‘ers – millennials) which presents interesting challenges and opportunities to leaders, managers, and their teams. So much has been written about the differences in traits, expectations, styles, preferences. But I’m wondering if we should also be looking at what are the similarities.
The Center for Creative Leadership asked this question:
Is it possible to work with and manage people from all generations effectively without pulling your hair out?
Absolutely! The following ten truths about generational conflict can help you look past the stereotypes and become a more effective leader to people of all ages.
- All generations have similar values. In fact, they all value family, the most. They also attach importance to integrity, achievement, love and competence
- Everyone wants respect – they just define it in the same way.
- Trust matters especially with the people you work directly with. Everyone wants to trust and want to be trusted.
- People of all generations want leaders who are credible and trustworthy. They also want them to listen well and be farsighted and encouraging.
- Office politics is an issue – no matter what your age. Most realize that political skills are a critical component in being able to move up and be effective.
- No one really likes change. Resistance to change has nothing to do with age; it is all about how much one has to gain or lose with the change.
- Loyalty depends on the context not on the generation. People stay or leave a company based on their boss, opportunities, stage of life and other factors.
- It’s as easy to retain a young person as it is to retain an older one. It depends on what’s important to them. Age defines a demographic not a person
- People of all generations want to make sure they have the skills and resources necessary to do their jobs well. The ability and desire to learn continues throughout life.
- Everyone wants to know how they’re doing. Feedback is desired but no one likes only negative feedback; they also want positive as well.
Smart Management Tip:
Use these ten principles to help you work with and lead people of all ages. When generations fail to communicate and interact effectively in the workplace, we may see a negative impact on the bottom line – performance , productivity and profitability are trending downward. . So the next time to start thinking negatively about a specific age group , stop and ask yourself, what do we have in common that I can tap into? How can I see them and the situation differently?
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- Copyright © 2013 Marcia Zidle business and leadership coach.
Communicating Via The Status Report
Writing status or progress reports are not fun, but are a necessity. It’s like going to the doctor for a checkup – it’s not fun to go, but it’s a must-do necessity to see if you are well or not. Status reports are a way of communicating to the managers, clients, and stakeholders the state of a project – good or bad.
Purpose
Status reports not only give you a view of a project’s current state, but also what has been achieved, and what has to be achieved – it provides a summary and aids in maintaining some control or management over a project. These reports help by presenting a good idea of what ‘next’ steps need to be taken till project completion is reached.
Beginning
Before you begin the status report, make sure you are well-informed about the project’s business scope so that critical stages can be listed and prioritized. Hence, the status report can include (when necessary) items such as, whether or not there have been or will be issues involved during those critical stages to affect the project either negatively or positively.
Suggestions
- To make creating the status report easier, components can be derived from the project plan. Next, provide additional content or expand on the essentials. If you maintain and/or schedule the status report in the same sequence as the project plan, you can easily see what stage everyone is at within the project, i.e., the status of everyone’s tasks. Any additional items listed in the status report can also be gathered from the requirements document as it will note items such as cost, as well as, e.g., issues or concerns from those involved (resources) to equipment (software/hardware), etc.
- To ensure that you have included all necessary items, create a checklist
- To keep all stakeholders informed, the status report, should be written either weekly or biweekly. How often you create a status report depends on the magnitude and length of a project as well as what’s involved. For example, short-projects and some long-term projects can require a weekly status report. (Long-term projects involving, e.g., major financial subjects may require weekly status reports instead of biweekly.) Most long-term projects require biweekly status reports; especially if time is needed for research or a significant amount of programming.
Format
The status report should always have a consistent format for ease of readability, thus allowing readers to easily pinpoint particular information, such as, whether or not the project is on schedule and on budget. For example, depending on your format, critical issues such as scope changes can be noted in the beginning, and resolved issues can be noted towards the end of the report.
Preparer
The status report cannot be done alone by the project managers. They need input from all project team members. Each member involved from inception to completion (from technical writer to tester) should be required to provide a status to the project manager, who will then gather and assemble all the information. Formal status reports are not needed from all team members; e.g., some programmers can just send an email or verbally state what they are currently working on, what they have completed, as well as their concerns and issues during their weekly/biweekly status meetings.
If you have had to create status reports, what else is needed?
CFC Summer 2013 Action Planning – Part 3
CFC Special Events & Resources
There are many/various types of CFC special events that are held before and during the solicitation period of a CFC campaign. The best known are the CFC charity fairs, but other special events and resources that a CFC charity should be aware of are:
- Speaker’s Bureaus
- Loaned Executives
- Open Houses for CFC Campaign Staff
- Kickoff Events
- Charity Fairs
In a given region, the contractor that has the campaign management responsibility is called the PCFO, or Principal Combined Fund Organization. Fund is in their names because after the campaign is over, the PCFOs have the fiduciary responsibility of getting the CFC funds to the correct CFC charity.
Speaker’s Bureaus
During the campaign period, many PCFOs establish “Speaker’s Bureaus” where the volunteer CFC campaign staff of Federal agencies that are looking for excellent speakers from non-profits to be part of their CFC kickoff ceremonies. Non-profits who have the capacity, and the spokesperson should be good can sign up with the speaker bureaus, and as requests come in they will make try and match non-profits and Federal agencies. The exact process varies in every CFC region, so you need to contact the PCFO for your region and ask if they have a CFC speaker’s bureau, and how to sign up.
Loaned Executives (L.E.)
Loaned executives are Federal employees who are detailed to the PCFO for the CFC campaign period. They are often people who were active in their agency’s CFC campaign, perhaps having been a campaign manager, the communications chairperson, or a charity fair organizer. Depending upon the size of an agency, they may have one or more assigned to assist that agency with its CFC campaign, or for smaller agencies, an L.E. may have multiple agencies that he or she is providing CFC consulting services for. There are often L.E. team meetings, and some PCFOs invite a small number of CFC charities to attend the team meeting to let the L.E.s know about the mission of their particular CFC charity.
Open Houses for CFC Campaign Staff
As part of the L.E. training, it is sometimes better to visit the CFC charity to see firsthand what they do. If yours is such a charity, let the PCFO know that you would be open to having CFC campaign volunteers visit so that you can show the L.E.s and other CFC campaign staff what you do. CFC campaign staff cannot recommend a particular CFC charity over any other charity, but it helps them better understand the non-profit environment and how a charity is pursuing its mission.
Kickoff Events
Kickoff events are held at the beginning of a CFC campaign, and the Agency Head is usually one of the keynote speakers. There are usually one or two speakers from CFC charities as well. If your senior leadership is good at, and interested in public speaking, these can be good opportunities. Kickoff events often invite a small number of CFC charities as well, but since space is limited, four to six non-profits is a pretty typical number.
Charity Fairs
Charity Fairs are typically mid-campaign events, and depending upon a given agency’s conference room or cafeteria facilities, from ten to thirty CFC charities or CFC Federations will be invited.
How to Enroll for Special Events
The PCFO is the point of contact for all the special events, also contact the Loaned Executives to find out what agencies they are helping and make contact with the ones that are a good fit for your non-profit. For example, if your non-profit deals with issues facing veterans, the Veterans Administration LE would be a good fit.
What’s next?
In my September 26th post I will discuss the most effective ways to benefit from your non-profit’s participation in the CFC.
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During his 25-year career in the Federal sector, Bill Huddleston, The CFC Coach,
served in many CFC roles. If you want to participate in the Combined Federal
Campaign, maximize your nonprofit’s CFC revenues, or just ask a few questions,
contact Bill Huddleston
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Have you seen
The Fundraising Series of ebooks.
They’re easy to read, to the point, and cheap ($1.99 – $3.99) ☺
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We take a break, here, for the Labor Day Weekend,
and we’ll resume our twice-per-week posting schedule
on Tuesday, September 3rd.
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Gratitude for Grateful Customers
You may have heard the expression, ‘Energy flows where Attention Goes’. I’ve used this principle many times to be mindful of where I’m feeding my attention and energy.
Lately I’ve been paying attention to and receiving wonderful energy from grateful clients.
Sharing Gratitude
This week I received two lovely emails from clients who told me how much they benefited from my coaching, books and seminars. Wow, that really fills my heart.
- When was the last time you heard from a client who appreciated what you offered?
- Have you managed your relationships with them enough to get that feedback?
Gratitude is the gift that just keeps on giving. Reach out to a customer to let them know how much you appreciate doing business with them.
- What gestures of kindness are you sharing with those you appreciate?
Take time this week to support someone, touch them deeply, or offer your gifts in a special way.
The Circle of Gratitude
When was the last time you reached out to say thanks to a co-worker for what they do to support you? Let them know how they’ve helped you, even if in a small way.
You’ll give a tremendous gift to that person by letting them know that what they do matters. As you reach out to them, you’ll be reminded of the gift they have given you. Let that gift fill your heart with warmth, love and kindness.
And so the circle of giving and receiving expands. We all want to make a difference in someone’s life and feel that what we do matters.
Reach out and touch someone today. Make this world a better place by sharing the gift of gratitude.
Bright Blessings for a joyous week.
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Linda J. Ferguson is an author, seminar leader, and job coach. She integrates principles of Appreciative Inquiry, Emotional Intelligence, and practical spirituality to help her clients experience greater joy, purpose and clarity.
Schedule a Free Consultation to find out how you can shift your work or life a notch or two closer to Awesome! Contact Linda – ljfergusonphd@gmail.com
