Fish on Franchising

A Great Example of Community Relations

2012-01-10T20:39:00.000-05:00

I saw this news story run tonight on Washington, DC's local NBC affiliate and wanted to post it to our Fish blog. This is what community relations is all about...providing positive experiences for the people in the community. And when there is a really good story, like this one below, the media will come out and make sure your company is recognized for its efforts.

View more videos at: http://nbcwashington.com.

A Guide to Google Places

2011-11-20T21:19:00.000-05:00

Did you know that 97% of consumers search for businesses online? Looking up phone numbers and addresses in a big, bulky phone book is a thing of the past. That’s why it’s so important to take control of your business online and make it easy for people to find you. One of the first things business owners, including franchisees, should do is register (for free) with Google Places.

What is Google Places? It’s a free local platform to help businesses connect with customers and vice versus. Business owners can add photos and videos, post live updates, highlight special promotions and even respond to reviews – positive and negative. Below is quick guide to help you get started.

Step 1: Go to Google.com/Places and sign in with your Google account. If you don’t have an account, click Sign Up Now to create one. It’s also free (gotta love Google).

Step 2: Add one to 100 single listings. If you have more than 10 listings, you’ll need to do a bulk upload.

Step 3: On the Google Places homepage, click Add new business.

Step 4: On the Find your business tab, search for your business to see if Google already has you listed. If none of the results are related to your business, click Add New Listing.

Step 5: Fill out the basic information about your business. This includes the official name of you business, address, phone number and website URL.

Step 6: Once you click Next, you’ll have the opportunity to add hours of operation, payment options, photos and video. Any additional info can go in the custom fields, such as pet-friendly patio or free valet.

Step 7: Preview your listing and once you’re satisfied, click Submit at the bottom of the page.

Step 8: Last but not least, you must verify your listing and this can be done by phone, SMS or postcard. Select your option and then click Finish.

Ta da! You just added your business to Google Places and now the whole world will be able to find you on Google. For more information including a Help Forum, click here.

Shopping Small

2011-11-18T09:41:00.001-05:00

I was on the treadmill the other morning (trying hard to not pay attention to the remaining time on the clock) and a commercial came on for Small Business Saturday. Then later that day, I walked into my favorite Greek restaurant to grab lunch and they had a Small Business Saturday sticker on their front door (see photo to left). All right, I decided to investigate more.

Basically, American Express created its own holiday to encourage consumers to “shop small” on Saturday, November 26th. This is actually the second year for the campaign, which is all about supporting your favorite small businesses to help fuel your local economy.

On SmallBusinessSaturday.com, there’s a toolkit to help small businesses partake in the event that includes, free in-store signage, free e-marketing, and free Facebook ads. Yes, all free and this is just the start. Brilliant if you ask me!

I wonder if consumers realize that their local Massage Envy, Dunkin’ Donuts or Jiffy Lube is probably owned by a small business owner? These companies are chains, but many of these stores are individually owned and operated by local business owners in the community. I think the franchise industry needs to make sure consumers understand this, especially as “shopping small” becomes more popular.

Evolving Media Relations

2011-10-27T10:52:00.002-04:00

Last week I attended the Annual Media Roundtable put on by Washington Women in Public Relations. The panelists included journalists from NPR, Washington City Paper, Daily Candy, DC Magazine and the local ABC affiliate.

As a PR professional I ask myself daily, "Will a reporter find this newsworthy?" That's why it's always very helpful to hear what kinds of stories journalists are on the hunt for today, where they get their information and how they like to work with us PR people. While a lot of the discussion was standard PR do's and dont's, there were some very interesting points I made sure to jot down.

For example, the producer from ABC said that she looks for sources on Facebook, especially when she wants to talk to real people. The NPR reporter accepts all Facebook friend requests, even if she does not know the person, and sends out queries as status updates.

When it comes to what kinds of stories get covered there was a general consensus that a story has to be plain ol' interesting. But it's important to remember that every outlet is different. Some outlets only cover stories that are hyperlocal while others need a hard news hook.

The media landscape has changed drastically over the past few years and continues to do so. The NPR journalist chuckled when she told the audience that NPR used to say that they'd be fine as long as people drive. Needless to say that mentality has changed with the advent of mobile apps and online podcasts.

One more thing the panelists all agreed on: Don't send 7 page press releases. Short, sweet and to the point exploratory e-mails work best.

Creating Synergy on Facebook

2011-10-11T17:38:00.000-04:00

By: Amanda Rich

When devising a social media strategy for a franchise concept, one of the most common questions asked is how to create synergy between the brand’s corporate page and many individual franchisee pages. This is why I found it particularly interesting to learn about Walmart’s new Facebook app “My Local Walmart.”

The world's largest retailer announced today a partnership with Facebook to offer pages specifically tailored for each of its more than 3,500 locations. These pages are designed to allow customers to interact with their local stores as well as get information on new products, events and discount offers.

Are you thinking what I’m thinking?

When can the rest of us implement this technology? According to one article I read, Facebook isn't currently working with other merchants to develop this localized approach because it doesn't have enough resources.

Still, this is a step in the right direction for big national brands looking to connect with consumers on a local level, yet still maintain control of the mothership. It will be interesting to see if this technology eventually gets incorporated into Facebook pages. Perhaps this is a test? Or maybe, local pages will be a paid feature offered exclusively to businesses? Just some thoughts from the peanut gallery.

Can I pay for that with my phone?

2011-09-22T17:49:00.000-04:00

By: Amanda Rich

Very soon, we’re all going to be asking restaurants and retail stores if they accept phones for payment, instead of cash or credit. That day is just around the corner for Sprint customers. As you may have heard, Google has unveiled a new app called Google Wallet that is actually intended to replace our wallets and everything inside.

Currently, the app only works on Sprint’s Google Nexus S phone but the company says that it’s in talks with every major Android phone maker. Imagine…using your phone to pay for items at CVS or RadioShack. It’s not that unbelievable, right? In coming weeks, Google says more companies will be added including Subway, Macy’s, Walgreens and Bloomingdale’s.

Hearing this news, it makes me think more about how important advanced technology is to the future of business. Here’s my prediction. I think that consumers are going to come to expect businesses to be up-to-date with their tech. And the ones that are not will lose customers.

“What? No online ordering? Forget it. I’m not waiting in line.”

“What do you mean I have to print out the coupon? Can’t I just show you on my phone?”

And soon…

“You don’t accept Google Wallet? I thought you would...”

We’re already hearing these kinds of comments now. Consumers have certain expectations when it comes to tech and they’re only going to get higher.

Put on Your Thinking Caps

2011-09-01T16:54:00.000-04:00

One of my favorite things about my job is brainstorming new ideas with my colleagues. I may sound like a total geek… but the creativity that results in carving out a solid hour to put our heads together and share our unique ideas can be incredible. Whether it’s to develop a new marketing campaign for a client or a clever social media promotion, a brainstorm done right can lead to business innovation.

Here are some of my top tips on how to hold a successful brainstorm.

1. Designate a leader. This person will be in charge of explaining the mission at hand and making sure the conversation stays on track.

2. Send background information on the project and the brand to your team in advance; however don’t fret if not everyone reads it.

3. Have a budget in mind if possible. While all ideas are welcomed and encouraged, it’s good to know from the start if there’s a lack of funds or not. (This 4D light show to mark the 10th Anniversary of RalphLauren.com could not have been produced on a shoestring budget!)

4. Keep it light. Brainstorms should be fun. A relaxed, informal approach works best.

5. Time it right. Goes without saying that Friday at 4:00pm is not a good time to hold a brainstorm.

6. Bring brain food. Who can think on an empty stomach?

7. Have more than one person take notes. It’s easy to miss things when the discussion gets heated.

8. Feel like you’ve hit a wall? Don’t force it. Take a break or regroup another day. Your big idea may come to you in the shower or while you’re driving to work.

Investing in Great Customer Service

2011-08-25T09:31:00.000-04:00

I love when I don’t have to go through five different call prompts, then wait on hold for 10 minutes, to speak to a representative. Even better is online chat support so that I can get help right away without picking up the phone. I’m also a fan of online ordering, text message alerts, especially when my flight is delayed, and e-mail appointment reminders.

Great Customer Service + Convenience = Happy Customers.

Every business should strive to make and keep their customers happy. Now, this is definitely not easy. But brands that invest in their customer service in today’s digital age reap the rewards. Take a look at Zappos.com and Comcast – these are just two examples of Customer-Centered organizations.

A recent article I read on the Harvard Business Review Blog Network put it perfectly...

“The growing obsession with customer excellence is driven, in part, by technology. Today customers can obtain and exchange more information about the good and bad of their encounters with companies than ever before. That gives companies a great incentive to work harder to make customers happy — before, during and after their purchases.”

Not good, but great customer service is critical. Customers value their time and businesses need to recognize and respect that. Don’t hide your customer service reps behind an annoying, automatic call service. Put them out there. Make them available. Teach and reward them to care. And your customers will be thankful and will probably be back for more of what you’ve got to offer.

Create Your Own Facebook Page? Why Yes, I’d Love To!

2011-08-05T10:56:00.001-04:00

By: Rachel Tabacnic

Are you one of the 750 million active users on Facebook? Ever want to take your client’s Facebook Page to the next level? Companies are now coming out with platforms that allow the user to create their own tabs. This creates endless opportunities for people like you and I who would normally need to hire a media developer.

Now you’ll be able to display everything from videos, photos and even run your own Facebook contests. Here are some unique platforms that can transform your pages with a click of a button.

ShortStack allows the Facebook community to add contests, sweepstakes, videos and custom forms into your client’s page. Their platform offers a tab designer area where you can add/edit various widgets. In their live preview area you can select if you want non-fans or fans only to view specific content.

Special features: Multiple widgets per page, customized tab icons and labels and Facebook approved vendor for sweepstakes and contests

Inside Scoop: Offers weekly webinar tutorials where you can learn all about how to create your own page. If your page has less than 2,000 likes you can use their services at no additional cost.

Price: Free to start up but paid accounts range from $15 to $300

For more information on ShortStack visit www.shortstack.com.

Lujure empowers its community to create highly custom Facebook Fan Pages without the expenses or frustrations of code or development work. Simply use their social suite to drag and drop into their template and create a custom fan page in minutes.

Special features: Fan gating, E-Commerce and Social Suite with over 30 options to add your page including Twitter, Foursquare and

Inside scoop: If you work at a non-profit Lujure offers a 50% discount on their monthly prices

Cost: Free to start up but paid accounts range from $5.49 to $195

For more information on Lujure visit www.lujure.com.

Acknowledging Your Customers on Twitter

2011-07-29T10:44:00.001-04:00

By: Carmen Ordonez

It probably comes as no surprise to my co-workers that I’m a ~~big~~ huge fan of Chipotle. I probably eat there at least twice a week, to put it mildly. But aside from their food (which is amazing) what I love about Chipotle is their engagement with customers when it comes to social media. I’ve never had a tweet that has gone unanswered. Not one. Whether it’s a simple “thanks for coming to see us” or “sorry the lines are long, we’ve been busy lately,” they acknowledge their customers. Point is, these type of interactions is what stays with the customer. In fact, a recent study by eMarketer found that customers are more likely to purchase from brands that answer them on Twitter, proving brands cannot afford to ignore social media as a consumer channel.

But what if it’s a negative tweet…. should you respond then? It’s still important to reply back. If it’s a serious issue that needs talking through with your team, it’s important to take the conversation off Twitter. This can be done with a simple:

“Email me your concerns…” or

“DM me your number and we’ll call you immediately”

By doing do, you are acknowledging your customer, while not engaging in lengthy discussion on Twitter with a complaining customer.

Overall, it all comes down to customer service and taking the time to respond to your customers. They'll remember this and may even become ambassadors for your brand in the future. At least for me, come 12 o’clock, I know I'm always trying to convince my co-workers to join me at Chipotle for lunch.

Would you like boxes with that order?

2011-07-24T18:56:00.000-04:00

By: Amanda Rich

Moving sucks. End of story. It’s expensive, it’s annoying and it’s very time consuming. Nobody like doing it, but everyone has to at one point or another. In fact, the average person moves 11 times in a lifetime! Enter U-Haul. Not just a moving truck company, but a moving and storage resource.

I think we all can learn a thing or two from U-Haul’s business model -- and therefore worthy of a blog post. In addition to the trucks we see riding around town, usually sporting a $29.99 deal of some kind, the company also sells moving supplies, rents dollies and furniture pads, and even has a network of professionals who will come help load and unload your truck. See, not a just a moving truck company, but a moving resource with over 15,000 locations in all 50 states.

U-Haul, like many other successful businesses today, is a one-stop-shop. Instead of being product-centric, the company is customer-centric. They think about the overall moving experience and how to make it better and easier for customers. Because like I said earlier, nobody likes packing up all their stuff and schlepping it to a new home.

So ask yourself – what am I in the business of? What add-ons make sense? Examine the big picture and you’ll find new revenue streams to help your business thrive in today’s economy.

Facebook Fan Pages FAQ

2011-06-23T22:27:00.001-04:00

By: Amanda Rich

New to Facebook or not, the #1 social networking site is constantly changing and adding new features. It’s not always easy keeping up with the latest and greatest, and quite often we hear a lot of the same questions. Here are some of the most popular questions we get asked when it comes to Facebook fan pages.

What’s the different between a group and a fan page?
Fan pages allow real organizations, businesses, celebrities and brands to communicate broadly with people who like them. Pages may only be created and managed by official representatives. On the other hand, groups provide a closed space for small groups of people to communicate about shared interests and can be created by anyone.

I don’t have a Facebook account, can I still create a fan page for my business?
Yes, but you must first create a business account. To learn more about business accounts and how they differ from personal accounts, click here. To create a business account, follow the steps below:

Create a Facebook page by clicking here. After entering the required information, you will be prompted to log in to an existing Facebook account or create a new one. If you do not currently have a Facebook account, please select "I do not have a Facebook account." Enter your email address and date of birth.

My fan page for my business is linked with my personal page. Will users be able to view my personal information?
People who choose to connect to your fan page won't be able to see that you are the page admin or have any access to your personal account.

Can I turn my personal page into a fan page?
Yes. This feature may suit someone who is simply more interested in maintaining a business presence on the site than a personal one. Be aware that when you convert your profile to a fan page, your profile pictures will be transferred, and all of your friends will be automatically added as people who like your Page. No other content will be carried over to your new page, so be sure to save any important content before beginning your migration.

Hello? Is Anyone Out There?

2011-06-22T09:14:00.002-04:00

With more than 156 million blogs out in the blogosphere, it’s sometimes easy to think --is anyone really reading my blog? Fortunately with the help of a little SEO (Search Engine Optimization), you can easily have your blog stand out from the crowd in no time. Here are a few tips to get you started:

Use keywords- Be sure to use appropriate keywords throughout your blog. This includes your titles, content and tags. When coming up with keywords, just think about what other people might put in a search engine if they were looking for it.
Google Insight- Can’t decide what keywords to use? Google Insight is a great (free) tool used to provide insight into the search terms people have been entering into Google search engines. Let’s say for example you wrote a blog post about franchising and were thinking about using “franchise” as one of your keywords. You can simply plug-in this word into Google Insight and in this case we found that terms such as “franchise opportunities” and “business franchise” were more popular search terms, so you might want to go with these keywords instead.
Update Content Frequently- Updating your content regularly is very crucial in SEO and increasing traffic. Fresh content can help improve your rankings and relevancy to your site in the eyes of search engines.
Make it Interesting- This probably goes without saying, but one of the best ways to increase your blog’s SEO is to make the content as unique and interesting as possible. Do this by understanding who your target audience is and make your content as relevant to them as possible. Alexa.com is another great site to find out your reader demographics.

Beating the Back to Work Blues

2011-06-21T14:24:00.000-04:00

By: Stephanie Goldman

Surprisingly as I’m writing this, I’m not tired, I don’t have horrible bags under my eyes (errr…maybe, but makeup can tackle that genetically gifted feature of mine) and I’m not stressed out. I thought I’d find myself sad and sleepless my first week coming back to work after an extended maternity leave, but thankfully I have a kick in my step. Well, yes, my four month old bundle of joy is already sleeping 12 hours which certainly helps, but my careful planning for a smooth transition has paid off. I think this rite of passage all working mothers are faced with can be seamless if we follow some simple steps we always read about on the baby blogosphere! In my case, here is what worked:

· Find dependable child care. Whether you choose day care, a nanny or a family member – look for a trustworthy and safe environment for your little one. Start the search early on and begin your new routine before you go back to work to ensure you’re comfortable with your decisions.

· Talk to your boss. Get a heads up on what you’ll be digging into once you are back. That way, you are not caught off guard if you are suddenly given new projects or assignments.

· Get your return date on the books. Let your colleagues know when you’ll be returning so they too can begin to loop you into the account work.

· Inquire about a flexible schedule. Maybe working from home on occasion, or utilizing flex times might benefit your growing family.

I followed these tips, and it also helps that I have a fabulous boss and wonderful co-workers! They sent me numerous emails sharing their excitement upon my return, and I think that made it exciting to walk back in the door. Most importantly, take it slow when you come back, the first few weeks may be tough getting reacquainted. It is impossible to start immediately where you left off, but be patient. You’ll eventually get right back in the swing of things! Now I just hope my colleagues don’t get sick of all the baby photos and videos I keep sending them! But he is so cute, don’t you agree?!

Humanizing a Brand

2011-06-09T10:45:00.002-04:00

By: Amanda Rich

More and more I’ve noticed a growing trend – brands humanizing themselves. Not just though social media but through public relations, marketing, advertising and content development.

I was inspired to write this post after flipping through Lucky magazine last night (yes, I am a chick with a shopping addiction) and noticed that instead of featuring celebrities and models, the magazine used its own people – the accessories editor, assistant design editor and beauty editor – to showcase the latest in fashion. Why? Because they are real people and readers like myself can relate.

While “reality marketing” is nothing new (Subway’s Jared) – it’s definitely gaining popularity. People like people. It’s why Facebook has become what it is today. It’s why bloggers have been so successful. They are real – they make a salary and sit at a desk like the rest of us. Brands are realizing this and they are turning to their own people to be ambassadors.

Home décor retailers are featuring their designers, restaurants are highlighting their chefs, tech brands are promoting their engineers and it doesn’t stop here. The people who were once behind the scenes are now upfront and center. These people are not just employees, they are real life spokespeople who can help build credibility, increase loyalty and even generate sales.

How about the Best Buy ads that feature their own employees giving tech advice? Or the Dominos campaign that used real employees to tout its new and improved pizza? I'm sure we could come up with dozens of more examples. See, this is nothing new but it is a growing trend and something that could be right for your business.

A Day Devoted to Facebook

2011-05-25T11:55:00.001-04:00

By: Amanda Rich

I’m on the plane coming home from a day completely devoted to Facebook and to be honest I can’t believe how much I’ve learned in less than 12 hours. The speakers at the PR News Facebook Conference were all incredible with fantastic advice and best practices to share. While the focus was mainly on Facebook (duh! It’s the name of the conference), of course a lot of the discussions were centered around social media as a whole and there were a few themes that kept reappearing in many of the presentations. Here they are…

1. Be authentic, be real, be transparent. Everyday topics garner more interest than branded messages. We all know there is a person behind that logo. Consumers want authentic conversation, so don’t be overly promotional and do push relationships over messages.

2. Listen then act. Customers are talking about your brand and you can’t stop them. Don’t ignore them – listen to what they have to say, it can only benefit your business. And don’t forget to act. While 90% percent of brands listen, only 17% take action.

3. It’s not all about you (doesn’t this sound like dating 101?). Don’t just talk about yourself; post quality content like photos and videos. Polls and trivia questions are great too. Ask yourself why would someone want to “like” my company’s page and go from there.

4. We’re all different. What worked for Business A may not work for Business B. Pay attention to what your competitors are doing but before trying to replicate, determine if it’s the right strategy for your brand to reach its goals.

5. Seek out passion. People who exude passion get recognized. Users that bash your brand are passionate people and can be turned into your biggest ambassadors. Don’t ignore them.

6. Lastly, don’t go it alone. If you build it on Facebook – will they come? It’s best not to go it alone. Develop an integrated marketing strategy for the best possible results.

Staying Mobile - Is that a Hot Spot in Your Pocket?

2011-05-24T09:20:00.001-04:00

By: Chad Cohen

We're always on the move. It's the nature of business these days, especially in public relations and marketing. Add franchising on top of that and you know you've seen your fair share of hotels, conferences, airport lounges and the inside of a coffee shop for a quick 5-minute Wi-Fi fix.

Sure, a high speed 4-G connection on your phone is great, but how about full blown access to the web wherever you go for all of your devices - or even with other users?

Mobile providers like Verizon and Sprint are offering just that with these credit card devices that turn a 3G/4G connection into a Wi-Fi signal that can be shared by multiple devices no matter where you are - an airport, in a client's office, on a train, or eating dinner at the Marriott's bar.

Devices and deals vary by carrier, but expect to be paying at least $35 for around 3GB of data. You want more, then you have to pay.

Some more sophisticated smartphones are also getting into the game as well. Many can now share their 3G/4G connections with others via Wi-Fi for an additional cost.

Cause Marketing's Benefits for Brands

2011-05-18T12:01:00.002-04:00

By: Amanda Rich

Cause marketing has played an integral role in overall marketing strategies for several decades now. Just last year, companies spent $1.6 billion on cause marketing programs – a significant figure in light of the down economy.

There are many benefits to aligning your brand with a cause, including access to new audiences, increased brand image and awareness, and competitive advantage. Also add increased sales to this list of benefits. According to Cone’s 2010 Cause Evolution Study, 80% of consumers are willing to switch from one brand to another brand that is about the same in price and quality, if the other brand is associated with a good cause. Additionally, 83% of Americans wish more of the products, services and retailers they use would support causes. These numbers are something to pay attention to, especially in today’s digital world where companies are continually searching for new ways to evolve their brand and stay relevant.

Businesses that approach cause marketing strategically, with the right nonprofit partner, can earn valuable returns. But first, here are several important questions to ask yourself and your team before selecting the best partner for your brand:

1. Does this partner represent our core company values?
2. Does this partner attract an audience we are trying to reach?
3. Will this partner bring value to our business? If so, how and why?
4. Will our employees and franchisees understand the benefits and see value in the partnership?
5. How will this partnership be unique?

Focus on Your Community, Not Just Your Own Product

2011-05-13T13:36:00.000-04:00

By: Chad Cohen

Searching for a loyal and active customer base on your social sites? Well you can't build a successful online community without engaging your members - this means you need to learn about them so you can build better products and improve existing ones to deliver on their expectations of you and your brand.

However, you need to keep in mind that fans don't necessarily want to talk about your product, but are looking to talk about themselves and their needs. Building a community around booster rockets may not work. Instead, consider building a community around space travel.

In the end, don't just launch a social site and expect fans to start posting. Good content will drive immediate value in a site and make it far more likely that they will become repeat visitors.

Start small and grow it from there. Baby steps. As your community develops, add to it and continue the conversations so your site does not end up with empty threads.

Why use #hashtags

2011-05-09T15:47:00.000-04:00

By: Amanda Rich

I was having a conversation with my colleague the other day about how to increase my following on Twitter and I came to realize that I’ve been missing out on a very important tool – the hashtag. Sure, I’ll use one from time to time but not nearly as much as I should.

So what’s a hashtag? Well it looks like this #. Some refer to it as a number sign. But in the world of Twitter a hashtag is used to categorize a tweet, making it part of a narrowed conversation and easier to find.

To put it short and sweet, hashtags get people talking about a specific topic. You can create your own or use one that is already established to join the conversation. If you want travel tips, try #traveltuesdays. If music is your thing, use #musicmondays.

Brands are using hashtags left and right to build their own followings and gain social buzz for various promotions. A recent favorite is Ben & Jerry’s #OMGFreeBenJerrys. Fans of the ice cream are using this hashtag to invite the famous Ben & Jerry’s truck to their office or school. So far, we’ve had little luck getting them to stop by @fishconsulting. We're still trying though (and maybe this blog post with help entice them to Hollywood).

There’s no point in creating a hashtag if you don’t monitor it. There’s a great free tool we use here in the office called Tweet Chat. Set-up an account using your Twitter login and all tweets which contain your hashtag will show up in your Tweet Chat room. From here you can follow the conversation, interact with users and watch your hashtag come to life.

35,000 Feet Up and Blogging

2011-05-05T14:51:00.000-04:00

SBA Switches Up Lending Programs

2011-05-05T14:06:00.000-04:00

By: Chad Cohen

The beginning of 2011 brought about some important changes to the Small Business Administration's (SBA) lending programs. On March 15th, the SBA launched the Small Loan Advantage and Community Advantage loan initiatives, designed to increase the number of lower-dollar 7(a) loans for underserved communities. These loans offer streamlined application processes for 7(a) loans up to $250,000. The program also offers loans to businesses with special requirements such as those located in distressed areas. The new loans will be guaranteed at standard 7(a) levels, which includes 85% for loans up to $150,000 and 75% for loans exceeding $150,000.

When Cloud Servers Attack…..

2011-04-25T14:56:00.001-04:00

In today’s age we rely on the internet for just about everything from checking into our favorite dining locations to creating applications for our customers to use on Facebook.

What happens when there’s a social media blackout and NOTHING works?

Just the other day a handful of social media websites that are run under Amazon Web Services found out the hard way. Shortly after my mid-morning rush of Facebook checking I noticed when I attempted to check-into our office, Fish Consulting, that Foursquare wouldn’t work..nada..zip..even tried to check-in three times. In a panic I sent out a tweet to my followers to see what was wrong. Followers sent me links to the Huffington Post, CNN and the New York Times that gave me the run around about how it was an issue that stemmed from Amazon’s cloud service program.

What’s a cloud server?

Wikipedia states that in cloud computing, the user's computer may contain almost no software or data, serving as little more than a display terminal for processes occurring on a network of computers far away.

In 2006, Amazon came up with their web services platform to help start-up companies by using Amazon’s company's cloud computing technology and servers to run their businesses. In this situation it turns out their problem stemmed from their Virginia Data center and was due to excessive re-mirroring of its Elastic Block Storage (EBS) volumes.

Who’s affected?

Turns out that my favorite social networking sites including Foursquare, Hootsuite and Scvngr were just three prime examples of what could happen if your cloud server simply crashes or #fail to the rest of the social media world. I simply can’t imagine what the world would be like if I wasn’t able to check-in to my favorite restaurant, post a review or follow my friends’ whereabouts on a daily schedule? Now that I’ve grown accustomed to using these programs it’s hard to envision a day without them.

We’ll keep you updated as this crisis is resolved.

Your Social Engine

2011-04-22T12:05:00.000-04:00

By: Amanda Rich

Take word of mouth marketing, apply it to a search engine and what do you get? A new buzzword – Social Engine. Throughout the day, I probably click on 20-30 links that my friends post on Twitter and maybe another 15 or so from Facebook. I guess I figure that if they find something interesting, I probably will too. Well, I’m not alone. More and more of us are turning to our social network for news and information, instead of finding it ourselves via a search engine.

Am I saying Google, Bing and Yahoo are on the outs? No! But think about how many pages of results you get when looking for information. Thousands if not millions. And sometimes, despite Google’s best algorithm-enhancing efforts, the best source with the most accurate information doesn’t always land on the first page.

David Roth, managing editor of Fortune magazine, told NPR recently that one’s social network might be the next search engine. He admits that he’s definitely more likely to click on a link that’s been recommended by a friend - it’s already been vetted by a human, not an algorithm.

All in all, this is just another reason to embrace social media and hop on the train. The Googles of the world will continue to add billions of URLs to the already 15 billion sites indexed. And it’s likely that this will only make it more difficult to find the best possible sources when searching for information.

Tapping the Pet Industry

2011-04-08T16:47:00.000-04:00

By: Amanda Rich

We’re cutting back on eating out, spending less on vacations and delaying buying a home - but the down economy is NOT affecting our spending on pets. A poll released this week by the American Pet Products Association (APPA) found that between 2-5 percent of pet owners spent MORE on their pets last year. Well, how does this translate into dollars?

Pet owners are projected to spend over $12 billion on veterinary care in 2011, up from $11 billion last year and $8.2 billion five years ago. While vet care can be classified as a necessity, I just don’t think you can make the same argument for doggie gift spending which is also on the upswing, up 30 percent from $56 million to $73 million.

Like many of my friends and colleagues for that matter, I’m guilty of foregoing the name brand items in the grocery store for myself, yet buying my pup his gourmet food from the specialty pet store. He also receives a meaty bone on his birthday every year, and this year I bought him a heart-shaped plush toy for Valentine’s Day. While these purchases definitely add up, they're nothing compared to the cost of doggie daycare. A neighbor of mine spends over $5,000 a year so that his Labrador Retriever gets plenty of exercise while he’s at work.

If you’re thinking about franchising, and specifically looking at the pet industry, you may want to consider these numbers. The truth is, consumers (including me) will do just about anything to keep their beloved pets healthy and happy.

What's Your City Craving?

2011-03-23T13:13:00.001-04:00

Photo: livelaughsnap.blogspot.com

By: Amanda Rich

In Miami, food trucks are all the rage. We’ve got a truck now for just about everything – burgers, tacos, fried fish sandwiches, grilled cheese, sushi, red velvet cupcakes, pulled pork, brussel sprouts, hand-rolled cigars and now gourmet arepas.

At a recent food truck tweet-up, a friend of mine from New Orleans was telling me it’s not food trucks stealing the spotlight in her city, it’s pop up restaurants. Here today, gone tomorrow, local chefs move around the city and set up shop in temporary locations. Foodies get the 411 from Twitter and reservations are hard to come by.

So pop up restaurants are to NOLA what food trucks are to MIA. What food trends are taking over the rest of the country? I posed the question to my friends on Facebook and here’s what I learned in a matter of minutes.

In New York City, it’s tea cafes and pie shops. In Portland, it’s mobile food carts. In Des Moines, it’s barbeque. And in D.C., it’s specialty ice cream, cheese, and liquor shops.

Leave a comment and let us know what food trend is invading your city.

Online Storefronts Fuel Entrepreneurs

2011-03-18T13:13:00.002-04:00

By: Amanda Rich

When driving to pick-up lunch the other day, I heard a commercial on the radio for Chase’s new online storefront feature for its banking customers and thought to myself, ok now this is worthy of a blog post. My ears perked. Online storefronts…from a bank? Now that’s different. Chase always seems to be ahead of the curve though. My bank still doesn’t offer an iPhone app! Hello, Wachovia, are you listening?

When you hear online storefront what do you immediately think of? For me, it’s ebay first and then Etsy. Well, did you know you can create a free online storefront on Facebook? Payvment's Facebook app is an e-commerce platform that gives you everything you need including a full-featured admin area built directly into Facebook to manage your storefront, inventory and sales. Just think of the all the hundreds of millions of customers you’ll be able to reach with a few clicks. Payvment is not the only one. Mashable recently did a story featuring a few similar apps but the rest come with a cost.

As more entrepreneurs start side projects and leave corporate America to turn their passions into profits, I believe we’ll see more of these online storefronts. To be honest, I want to create one right now but not sure what in the world I’d sell. Maybe it will come to me in my sleep.

All businesses need an online presence today but creating a fancy website, especially a fancy e-commerce site, comes with a hefty price tag. Well, where’s the need for one anymore when you have apps like Payvment?

No Way it's a Chain

2011-02-11T15:54:00.007-05:00

By: Amanda Rich

On a recent weekend trip to Washington, D.C., I stumbled upon a restaurant about 30 minutes or so outside of the city called Eggspectations. If you ask me, this place blows your typical breakfast franchise out of the water. From the menu offerings to the atmosphere, Eggspectations is truly unique. So when I found out it’s a chain, I must admit, I was surprised. As much as I have a true appreciation for chain restaurants, when I travel to a new city I’m on the hunt for an experience I can’t get anywhere else. Half the fun of traveling is trying new things, right?

Eggspectations didn’t feel like a chain at all. The restaurant had a warm and welcoming ambiance, complete with colorful wall murals, rustic columns, and interesting knickknacks scattered on shelves. The staff was friendly and helpful and the menu offerings were eclectic and authentic - from the Yoke Around the Clock (a bagel cut in half, toasted then put on the grill, two eggs sunny side in the hole of the bagel, covered with bacon and melted cheese, served with grilled potatoes and chef’s fruit garnish) to the Eggcitement (strawberry or banana french toast FLAMBÉ, prepared with brown sugar, cinnamon, real butter and orange brandy) – I was in breakfast heaven! I apologize if you’re reading this on an empty stomach.

So I started thinking – what makes a chain restaurant not feel like a chain restaurant? For starters, an emphasis on design. More brands are turning away from the cookie cutter build-out. You want a layout that makes sense, and often times that means breaking the mold. (More to come on the significance of design in a later blog post when I a examine McDonald’s latest remodeling initiatives.)

Secondly, community involvement. This can come in all shapes and sizes, from sponsoring a soccer team to helping the local Girls Scout troop raise money. When the Tijuana Flats opened down the street from our office, it held a whole week of community events to meet its neighbors.

On the topic of community, how about hanging some local art on the walls? I saw this once in a Starbucks and it really caught my eye. I even wrote down the name of the artist so I could Google him later.

You can’t forget about social media. Hosting a Tweet-Up or a Meet-Up is always good way to attract locals to your joint.

Finally, customer service is key. Give employees more accountability for the products they are selling by educating them and treating them as new product evangelists. One possible way of achieving this is holding pre-tastings of new menu items before they’re revealed to the public.

What’s in a Name: 101 in Trademarks

2011-01-26T17:10:00.004-05:00

By: Carmen Ordonez

So you’re thinking about starting your own company and even began the patenting research. But often overlooked is the power of a trademark. Trademarks are a valuable asset for a company and one of the most recognizable references for consumers. Even times the trademark becomes so synonymous with a product that even consumers associate the brand name for every product of that type. Take for example Band-Aid as oppose to adhesive bandages or Kleenex rather than soft facial tissue. So where do you even start in getting something trademarked? Here are some quick tips to get you on your way:

The first step is learning the difference between patenting and trade marking. While a patent protects the actual invention a trademark protects any word, slogan, symbol or design used to identify the goods or services of one company from those of another. For example Burger King’s “Have it Your Way” or Apple’s “iPod” are all trademarked.
Brainstorm some names for your product or slogan. If brainstorming with other people, make sure it’s someone you trust.
Before filling out a trademark application, first determine if anyone is already claiming trademark rights. You can conduct the search online for free through the Trademark Electronic Search System (TEES) database.
Once you’re all set with a name, you can file an application by visiting the U.S. Patent and Trademark Office’s web site, www.uspto.gov.
Registration costs between $275 and $325 and can take about 6 months to receive a response.

Non-traditional Development in Franchising and Beyond

2010-12-21T11:29:00.002-05:00

By: Amanda Rich

In franchising, we hear the phrase “non-traditional development” quite often. This is when a concept decides to expand in places other than the norm, like airports, turnpike stops and college campuses.

News broke yesterday that the biggest company in the world has some non-traditional development up its sleeve. Walmart is opening a 10,000 square-foot store at the University of Arkansas next month in what appears to be part of a series of tests of smaller-format stores. Walmart’s U.S. CEO Bill Simon hopes these smaller-store formats will allow the company to grow in places where its supercenters, often around 200,000 square feet, won't fit or can't get zoning.

Franchisors often encounter the same kind of roadblocks as Walmart when seeking new real estate, which makes me wonder if more companies will replicate the giant retailer’s solution – build smaller units. Developing a prototype with a smaller footprint and less product offerings could be the way of the future for brands that want to build in densely populated urban areas like New York City, a market Walmart now has its eye on.

In an effort to expand into new cities and stay relevant for consumers, I believe we’re going to see more brand extensions come the New Year. This morning on the way to work I heard a report on NPR about Goodwill Industries holding trunk shows and opening year-round boutiques in an effort to raise more money and broaden its appeal. If you thought boutiques were reserved for high end designer labels that come with a hefty price tag, think again. About two dozen Goodwill boutiques are open today with more planned for the coming year.

From fashion to groceries, I believe we’re going to see more brands build on their success by extending their core product offering in 2011. And I believe this trend will trickle into the franchising industry, as more concepts look for new ways to attract franchisees and expand into new territories.

Managing Micromanaging

2010-12-20T16:15:00.004-05:00

By: Chad Cohen

By their very nature, entrepreneurs are doers. While others are planning, entrepreneurs are out there taking action. The same applies to franchising. The problem is that often the drive for a franchisee to get it done can potentially become a hindrance over time. It’s that shift from “doing” to “leading” that regularly gets in the way.

Most entrepreneurs, and for good reason, are addicted to making sure things get done the right way. It is more than likely how they became successful in the first place.

However, serious micromanaging can be a downward spiral for any franchise or small business. It can lead to dissension among the ranks. The key for any successful entrepreneur is to hire the right people you trust to get the job done and actually let them do it. It’s definitely not an easy task for someone who probably got to where they are by doing it all themselves. You can only go as far as your team will take you. Thankfully at Fish Consulting, we all play great in the sandbox together. It's really a chemistry thing when it comes down to it.

Old habits are often hard to break. I know that firsthand, but luckily there are a few tips that entrepreneurs can take to heart to avoid micromanaging too much. I’ve certainly had to adopt a few. You might be surprised by how much a difference it can make to your team and how much more they will feel vested in their jobs.

Focus on communication
Don’t be a production bottleneck
Avoid excessive monitoring
Commit to a work-life balance
Steer clear of dictating time
Most of all - have fun

Bottom line - a good manager is someone who trusts their team, remembers they are part of a collective whole and leads by example. It’s something that I work on every day and encourage all the franchisees we work with to do the same.

SBA Looking to do Business with More Banks

2010-12-14T10:19:00.001-05:00

By: Chad Cohen

I read an interesting article recently in the December issue of US Banker that caught my eye and I thought I would share with you. Did you know that according to the story, of the nearly 8,000 banks in the United States, less than half participate in the Small Business Administration’s (SBA) lending programs, and the vast majority of those only participate in only the most limited sense?

For example, in 2009 the SBA reported that 2,600 banks participated in its 7(a) program for general small business loans, but the average number of loans made by those banks was only 17. However, the number is a bit skewed because data shows that hundreds of those banks made only one SBA loan and the vast majority made less than 10. That’s not good for franchising and small business entrepreneurship.

Problem was that institutionally, banks viewed the SBA program as more trouble than it was worth, but banks may be coming around thanks to recent changes in the law. This is good news and could mean that banks may possibly find more incentive to participate at higher levels than before.

The shift in policy is a result of the 2010 Small Business Jobs Act, which passed in September and was meant to spur hiring by affording small businesses the funding they needed to expand. As a result of the act, the SBA announced it has increased the size of loans available under several programs from $2 million to $5 million, including the 7(a) and 504 programs. The SBA also reduced the fees it charges lenders and increased the level of guarantee it offers, which should create further incentive for more banks to participate.

For small business and specifically franchises, there are not a lot of other options for financing at this time. Hopefully these changes to the SBA program will make it more attractive for bankers to step up and begin lending to the entrepreneurial community again. In my opinion, it’s one of the best ways to get our economy back on track.

CEOs and Social Media

2010-12-06T23:03:00.003-05:00

By: Chad Cohen

When it comes to social media strategy, most brands leave it in the hands of their CMO or the 20-something that sits in the corner cube down in the marketing department. Very few of today’s top CEOs are very social or have any material presence on the popular sites. Why?

Let’s face it; age is a factor. Most CEOs are from the typewriter and White-Out generation. They are not genetically coded for content sharing like those of Generation X and beyond. Secondly, it’s a regulatory issue. The FCC has strict guidelines for who needs to be listening when the CEOs of public companies speak and they have yet to fully define how Facebook, Twitter or blogging plays into that mix. Lastly, it’s about risk or more appropriately - vulnerability. Most CEOs didn’t get to where they are by sharing content.

The public activities of 60 CEOs were recently examined in a Weber Shandwick study and the results reaffirmed that CEOs are not engaging with consumers through branded websites or social media as much as they should. In fact, 97% communicated through what the firm deemed “traditional or online” channels and 64% are not active on a company’s website or through a social networking profile. In addition, the number of CEOs who have social networking profiles hovers only around 16%.

But this disinclination to engage in social media begs the question - what impression would a CEO becoming more social have on a company, its employees or its shareholders?

I believe it’s only a matter of time before every CEO becomes proficient in social media. The Facebook generation will demand it, but we’re at an interesting crossroads in that evolution. We’re far beyond the tipping point, but the space might still be a little too messy for pressed Oxford shirts to messing around in the sandbox.

Senate Passes Food Safety Bill Today

2010-11-30T15:02:00.002-05:00

By: Chad Cohen

So what does it mean for franchises and food-based brands? Basically there is going to be sweeping overhaul of the nation’s food safety system. Significant new authority was given to the Food & Drug Administration and new responsibilities have been placed on farmers and processors to keep our food clean and free of contaminants.

Let’s face it; we’ve had our fair share of peanut butter, spinach, beef and egg scares recently and some new and enforceable oversight was desperately needed.

In an unusual bipartisan effort, especially during this lame-duck session, the bill stands a good chance of making to Obama’s desk very quickly because House leaders have indicated they would accept the bill and avoid the need to reconcile with their version passed more than a year ago.

The bill will allow the F.D.A. new authority to recall tainted foods as opposed to how they currently rely on food companies to voluntarily pull products off the shelves. In addition, the FDA will increase inspections, demand accountability and oversee farming. However, it begs the question as to how they will coordinate with the Department of Agriculture and the dozens of other agencies involved in the country’s food production process.

Small farmers who sell directly to consumers at farmer’s markets are thankfully exempt from bill due to an amendment that Sen. Jon Tester (D-Mont.) added just before Thanksgiving. That’s good news for me and the many farmers markets around South Florida that I visit during our winter growing season.

One of the biggest problems we face as a country is the growing industrialization and globalization of the nation’s food supply. Nearly a fifth of our food and probably close to three-quarters of our seafood is imported, but the FDA inspects very little compared to the volume coming in. This bill thankfully gives the FDA more control over food imports as well and allows the agency to set standards for how food is grown abroad and increased inspection of foreign plants.

In the end, it seems like win for the American consumer and a breath of bi-partisan fresh air from Washington.

Foursquare - Should I be Checking In?

2010-11-29T21:36:00.004-05:00

By: Chad Cohen

Today’s consumer is more discerning and more connected than ever before. Whatever you may feel about the current state of social media - whether you consider it an overwhelming wave of too much information or an integral part of your marketing mix - there is no denying that social media is redefining the lines of communication between brands and their clients and allowing them to forge relationships like never before.

The customer experience in this new world order requires a new kind of strategy because the social sharing of the customer experience - good, bad or indifferent - is exactly how companies are now being judged.

Enter Foursquare and the idea that customers can develop a community around the businesses they frequent. The Foursquare experience starts when a user checks into a particular location via the site’s free mobile phone app. User then share that location with friends and can see who is nearby and also using the network. “Shouts” to and “tips” can be shared with other users and the whole experience can be linked to Facebook and Twitter accounts. Foursquare also involves reward system that encourages users to check in as much as possible to earn points and receive badges and mayorships if the frequent an establishment more than anyone else.

With more than XX million users, according to XX, Foursquare has changed the social media landscape so much so that competitors such as Facebook and Yelp have also added the concept of geo-location-based tagging to their services. It has opened the door for businesses, large and small, franchised and independent, to see their customers in a completely new and more engaging way.

Should you be checking in? Yes you should. Your customers demand it. In fact, they are probably building a community around your brand even if you still have yet to adopt social media into your mix. Aren't you the least bit curious what they are saying about you?

Seeking Out Your Brands’ Loyal Fans

2010-11-19T15:03:00.004-05:00

By: Amanda Rich

Last week I realized the power of social media once again. It was an ordinary Monday, around 4:00 pm when two strangers entered our office.

“Hi, we’re looking for Amanda.”

After a quick head-to-toe scan I realized they were from my all-time favorite Mexican chain, so I called out…

“Tijuana Flats!?!”

Yes, they were indeed from Tijuana Flats and they found me on Twitter! You see, about three months ago a sign went up in a strip mall less than a mile from our office announcing the future home of Tijuana Flats. Since that moment in time, I had been stalking (I mean conversing) with the brand on Twitter. They were quick to answer all my questions about the future restaurant and even provided me with an opening date – November 15th.

So when the two flatheads (nickname for us loyal fans) showed up at my office a week early, I was totally shocked…

“We’ve been following you on Twitter and know how much you love Tijuana Flats, so we’ve come to bring you some chips and salsa and let you know we want to cater lunch for your entire office.”

I almost busted out in tears…no joke. My colleagues were in hysterics and I could barely breathe I was so excited. Tijuana Flats’ surprise visit made my entire week!

I have continued telling my story to anyone and everyone who will listen. I’ve posted numerous photos and even a video to Twitter & Facebook. And to top it off, I’ve convinced everyone I know who lives in the South Florida area that they MUST make a trip to Hollywood to check out the new spot.

I’m a huge dork, but above that, I’m a loyal customer with a story, a voice and an audience. There’s a lesson here – besides utilizing social media to engage your customers, find unique, interesting ways to reward them for their loyalty. When I was handed that bag of chips and salsa, I felt like I had won the lottery. And what did it cost the company? Less than a buck in gas.

Social Media - Does it Really Translate to Sales?

2010-11-16T22:57:00.004-05:00

By: Chad Cohen

I recently sat through an interesting panel discussion hosted by the Social Media Club of South Florida about the connections between social media and the tourism and hospitality industries. There were some real intelligent folks on the dais from big brands such as the Mandarin Oriental hotel group, Yelp and Norwegian Cruise lines, among others, speaking to how social media has become a key component in the consumer decision making process.

Each one addressed how individually or on behalf of their respective organizations, they have all created a significant social media presence to engage guests, provide real-time customer service or tackle crisis situations all while continuing to build an interactive online community around their brands.

I follow most of these folks on Twitter and Facebook and can say with great conviction that they believe passionately in what they are doing and genuinely care about how customers experience their companies.

Yet while listening in on the question and answer period, it hit me like a ton of bricks - these brands, just like the big franchise companies we work for or the countless number of small businesses around the country, still struggle to make the connection between social media engagement and sales.

I don’t doubt that customer reviews on Yelp, wall posts on Facebook, status updates on Twitter or a check-in on Foursquare certainly motivate consumer behavior; I just struggle to understand how it can be quantified to rationalize the return on investment. Don’t get me wrong, I’m not saying that social media is not warranted. I’m a huge proponent of the platform as a marketing tool (I’m blogging about it and will Tweet it later) and believe it’s now as integral as a HR department in today’s corporate structure.

But in my opinion there is still little quantifiable data that shows that engagement in the medium significantly moves bottom line sales beyond a few individual purchases. Perhaps one could make the argument for crisis management and social media’s ability to influence in that regards, but how significant were Tropicana’s sales really affected when they switched logos and packaging and suffered the online wrath of their impassioned fan base?

I think the jury is still out on social media and its direct correlation to sales. I believe there is a connection there, but we just need to figure out a better way beyond SEO and keyword search terms to make that association. Either way, I’m into social media for the long haul. I believe in its power to motivate and influence decision making and I plan to ride this train for a long time to come.

Target Needs Not Wants

2010-11-10T10:13:00.003-05:00

By: Chad Cohen

If you build it they will come. It may have worked for Ray Kinsella and the banned 1919 Chicago White Sox players, but that was just a “Field of Dreams.” Truth is, consumers and businesses are pinching pennies more than ever and in today’s economy it’s critical for franchises and small businesses to target needs and not wants.

According to the Bureau of Economic Analysis in the U.S. Department of Commerce, personal saving as a percentage of disposable personal income was 5.3 percent in September, which translates to $607.6 billion of spending stripped from the economy.

In a demand economy, consumers are typically unwilling to buy much at any price and the drop in consumption has become the daily preoccupation of businesses across the country. These drastic changes in the spending habits of both consumers and businesses are running on the better part of two years now and quite frankly, these changes may be here to stay for the foreseeable future.

Today’s small business community needs to do a better job of understanding demand in order to align products that can yield the most profit. The new dominance of a demand culture doesn’t render innovation any less important, but it does require certain levels of realism mixed with imagination.

The SBA - Making Small Businesses Bigger Now

2010-10-28T09:39:00.002-04:00

By: Chad Cohen

A few weeks ago, the Small Business Administration (SBA) published a final rule revising the size standards that determine the eligibility for a SBA program. That’s great news for all the businesses out there that have been unable to access the necessary credit they need to grow.

However, SBA size standards fluctuate by industry and have previously been set by number of employees or average annual receipts. These sizes have remained relatively flat since the system was put in place in the mid-1980s. For the most part, industry size standards now set at $7 million in average annual receipts will be doubled or more and in some cases increasing to $30 million, or alternatively setting maximum level of employees at 100. The new size standards take effect on November 5th.

Meanwhile, the small business jobs bill raised the cap on net worth to $15 million and the limit on income to $5 million. By increasing the size standards for small businesses, vital access to credit could flow more regularly again into the economy. This could serve as the much-needed boost the franchising industry has been looking for. Stay tuned.

How to Create a Hacker-Free Zone

2010-10-25T16:57:00.006-04:00

By: Amanda Rich

It’s 6:30 p.m. on a Wednesday and my mom calls…

“Hi mom.”

“Honey, your computer sent me six Viagra e-mails today. I think you have a virus.”

“What? How did this happen?”

“I don’t know but I’m looking at them all right now….Viagra.”

Oh no. Did someone hack into my computer? Could I really have a virus? Who else received my Viagra e-mails?! This is bad bad news.

This phone call immediately promoted me to do some research and what I found were tons of articles on keeping your data and your business safe. Unfortunately, it can be very easy for hackers to take your company's valuable information. With so much information on this topic, I thought it would be helpful to compile a brief list of tips your small business can put to work right now.

• Protect files. Use encryption and password protection or both. Change your passwords frequently and use difficult passwords.
• Clean out your browser's saved data regularly. This includes the cache, saved forms, cookies and passwords.
• Keep Windows Office, antivirus, and any other installed software applications updated.
• Lock up your laptops and drives if you leave them at the office.
• Do not save passwords, banking or credit card information in your browser.
• If you set-up a wireless network, change the default SSID to something more obscure. Don't use a name that identifies your organization. If possible and if your access point allows it, restrict wireless access to normal office hours.
• Stay off free, open wireless networks, while traveling for work. They are not suitable for conducting business without protection.

Is Your Business Boring?

2010-10-21T17:01:00.001-04:00

By: Chad Cohen

Reoccurring and predictable revenue. It’s what drives all small businesses and franchises. It’s the money that makes the wheels spin and payroll possible. But almost by its very definition, predictable is boring. So can you be conventional yet innovative at the same time?

I would say yes. The journey towards profitability and value does not mean you have to sacrifice creativity. In fact, a healthy dose of both predictability and fun are what make good companies great and great companies excel.

Corporate culture. It’s subtle, but everywhere around you. Suck at it and it can break you. Build it right and you’ll never have to back down. Culture determines who will work for you, who will not and who will quit. Those who do not fit will not be part of the plan.

In small businesses, emerging companies and franchises more than anywhere else, culture starts at the top. Leaders need to be living examples of the culture they want to create. Everything you choose, from office furniture to dress code, will dictate behavior and set the tone for what is and what isn’t ok. But remember, free parking and candy walls are not job benefits; they’re only perks.

Culture can be shaped only with deliberate attention. It doesn’t relate directly or exclusively to your profit margin, but rather to the emotional health of your business. How you participate in decision-making is where a company’s values come to life or death. The loudest guy in the room is not always right. True leadership influences and nurtures a culture through action and open communication because it shapes future behavior.

Make coming to work fun. Encourage laughter, collaboration and experimentation while maintaining your company’s vision. Reward sound decision-making and not just results so that entrepreneurship thrives.

Basically, don’t be a douche-bag leader. Have fun but at the same time be awesome at what you do. Everything else will fall into place.

New H-2B Visa Rules

2010-10-18T11:35:00.002-04:00

By: Chad Cohen

In an issue close to my heart and home, the U.S. Department of Labor has proposed to modify its regulations governing the H-2B visa program, which allows companies to bring in foreign workers for temporary or seasonal non-agricultural employment. My wife was the recipient of a H-2B visa many years ago before we got married and without the opportunity to work professionally in this country, our paths may have never crossed. In fact, she received her H-2B on September 9, 2001, just two days before 9-11 after which all visas were temporarily frozen. And ever since 9-11, the program has been limited by law to a cap of 66,000 visas per year.

This program allows the entry of foreign workers into the U.S. when qualified American workers are not available and when the employment of foreign workers will not adversely affect the wages and working conditions of similarly employed workers. The proposed regulation would require employers to pay H-2B and American workers recruited in connection with an H-2B job application a wage that meets or exceeds the highest of the prevailing wage, the federal minimum wage, the state minimum wage or the local minimum wage.

Franchise systems and small business alike need to pay attention to the continually evolving H-2B Visa regulations. Good talent is good talent, whether it comes from overseas or is homegrown.

What it Means to Deliver Great Customer Service

2010-10-08T09:27:00.005-04:00

By: Chad Cohen

Last week I was in one of my favorite Miami restaurants, Sakaya Kitchen, chatting it up with my friend and chef/owner Richard Hales when it suddenly hit me like a ton of bricks - the restaurant business, our business, any business boils down to a great product and of course excellent customer service. Sakaya Kitchen delivers both. It’s not only their amazing take on Korean-Southeast Asian-Funk-Fusion, but it’s the way Chef Hales works the room and treats each customer as if they were sitting down at his kitchen table next to his family. The food is awesome and Chef Hales and his staff make me feel appreciated. Simple stuff, but very powerful.

Good customer service, in my opinion, is simply meeting the same expectations you would have if you were the customer. It’s as uncomplicated as that, yet what one of things that we all struggle to do well. Providing good customer service is often a matter of common sense, but that does not mean that it comes naturally to small business owners, franchise owners or their staff.

It Starts at the Top
Great leaders lead by example and good customer service will always begin and end with those in charge. Show indifference and your staff will mimic it.

Set Expectations
Core values must be clearly established. Employees should know early on what is expected and that they will be evaluated based on those values.

Get to Know Your Customers
Find out your customer’s names and use them whenever you can. It builds a bridge of trust and opens up lines of communication. You would be surprised to find out how much you can learn about your business by listening to your customers and engaging them in conversation.

Build a Culture
Your team is equally as important as the customers that walk through the door. If employees know they are appreciated and needed, they will take on greater responsibility for the overall success of your business.

Show Your Appreciation
Say thank you. It’s as straightforward as that. If you care enough about your customers, they will care about you. It’s just human nature.

1099 Reporting in the Health Care Reform Bill Will Crush Small Businesses

2010-10-01T10:36:00.003-04:00

By: Chad Cohen

No matter which side of the aisle you stand on, the new Health Care Reform Bill is convoluted mess of law making - 3,000+ pages of constitutional language that is supposed to make health care more accessible and affordable. But buried deep inside those pages is there is piece of legislation that has the potential to cripple small businesses and franchises.

Under the new health care law and beginning in 2012, businesses must report all transactions that involve property and services, and which aggregate more than $600 in a year. These transactions will trigger the requirement to file a Form 1099 with the IRS and furnish taxpayer identification numbers for the businesses and persons involved. Currently, businesses are only required to file a 1099 for independent contractors they use in their business. The new rules expand the requirement to cover all goods and services purchased for the business.

Imagine the consequences. We probably spend more than $600 a year on paper and for the water guy. The idea that I would need to do the IRS’ job and 1099 the water guy and Office Depot is ludicrous. We’ll spend more time and money collecting information from vendors to properly report business-to-business transactions than the actual transactions are worth. I’m all for closing the budget gap and helping pay my share for health care, but not at the expense of franchises, small businesses and their employees.

“The immense scope of this new information reporting requirement will undoubtedly impact the operations of small franchised businesses and lead to serious unintended consequences,” said International Franchise Association's Senior Vice President of Government Relations & Public Policy David French. “The proposed rules are very broad and afford no opportunity to minimize the burden of these requirements. Therefore, the International Franchise Association strongly believes that the only solution for franchise business owners is to repeal these new reporting requirements before they are scheduled to go into effect.”

The idea that we need to track all payments to each and every new and existing vendor plus the flood of paperwork that would ensue will inevitably result in mistakes, trigger audits, and increase the burden on an already taxed small businesses community. This piece of the Health Care Reform Bill needs to be repealed immediately. Each and every one of us needs to reach out to our respective Congressional leaders and demand that it be retracted.

Learning to Tweet

2010-09-27T17:07:00.002-04:00

By: Amanda Rich (@Arich329)

I never thought a RT (re-tweet) or a @ mention would get me all excited but it does! Does that mean I’m an official Twitter dork? I think so…

When it comes to social networking, I’ve always preferred Facebook over Twitter. To be honest, I don’t think I really understood Twitter because I didn’t spend enough time using it and learning the lingo. I was comfortable on Facebook, no need to venture into some new unknown territory with crazy @ and # symbols. To me, Twitter was kinda like a foreign language.

One day and I’m not really sure why, I decided to give Twitter a real shot and the more I started tweeting, the more addicted I got. People started following me and re-tweeting my tweets. Ok, I admit it…it’s really flattering! I like to know people are listening...is that so wrong?

I’ve come to the conclusion that Twitter is one big conversation and I want to be a part of it. I’m showing up a little late to the party, but better late than never. In just a few weeks, I’ve been able to connect with several leading franchise and foodservice industry journalists. One reporter in particular may even use me as a source for a story about online ordering all because I responded to her tweet.

A few months ago when all these “experts” were saying e-mail is dead, it is on its way out, I laughed. What in the world could ever replace e-mail? Well now that I understand how Twitter really works, this theory doesn’t seem so far-fetched.

Local Store Marketing - Festivals Worth the Investment

2010-09-24T13:13:00.004-04:00

By: Chad Cohen

As a small business owner, it’s a boots on the ground, every day push to succeed, profit and grow. And while often overlooked, local events provide exposure and often benefit the community two-fold.

With fall upon us, the festival season is quickly heating up. These events may be about community, face painting and delicious deep fried corn dogs, but they’re also about big business.

While organizers typically can raise double or triple their investment on behalf of their cause, small businesses, and particularly local franchises, can gain a tremendous amount of exposure and goodwill among the potential thousands of attendees from the local community. That kind of contact with your customer base is critical in this down economy.

The old adage still rings true in marketing - you have to spend money to make money. While there are no guarantees of a return on investment, putting your product in front of a captive audience is still the best way to expose them to what you do best.

¿Hablas Español?

2010-09-21T10:09:00.003-04:00

By: Carmen Ordonez

It’s no secret that the Hispanic population and their purchasing power in the United States are growing at a rapid rate. According to the U.S. Census Data, by the year 2050 the Hispanic population is expected to grow to about one quarter of the total U.S. population. With that said, it’s no wonder why some of the top companies such as McDonald’s, General Mills and Unilever are investing in targeting Hispanic consumers. They realize the Hispanic purchasing power and are jumping in. However, not all companies today are doing something to effectively market to Hispanics or see the importance in doing so—are you one of them? Here are just some reasons you might want to consider otherwise:

• The Hispanic purchasing power is expected to reach more than $1 trillion by 2011
• Hispanics are more frequent shoppers than non-Hispanics and are more willing to buy from advertisers than non-Hispanics (Survey from Experian Simmons and Univision Communications)
• According to a study by the Pew Hispanic Center, the Hispanic market continues to grow by leaps and bounds. Its disposable income is estimated to grow by about 8% per year.
• Hispanics in the U.S. topped 42.7 million of total U.S. population that equates to one person of out seven in the U.S. being Hispanic (according to Strategy Research Corp.)

Overall, as more companies look to tap into this market, it’s very important to note the importance of adapting your marketing and public relations strategies to reach this audience. We actually specialize in Hispanic media relations and can tell you first hand that just translating your plan to Spanish will not work. You really need to tailor your messaging for the Hispanic community. When this is done, there is no doubt that there exist great opportunities to capture and service this very lucrative segment of the market.

Learning to Let Go - Don't be a "Bosshole"

2010-09-16T13:37:00.008-04:00

By: Chad Cohen

The last thing I want is to be known as a “Bosshole.” But it’s hard to let go. When it was just two of us building Fish Consulting into the franchise and consumer PR boutique firm we are today out of a rented closet, we had no other choice than to do it all ourselves. Writing, brainstorming, client calls, creative design and even taking out the trash were our responsibilities and ours alone.

These days it’s different. We have an amazing staff. When I say amazing, I mean an exceptional group of young, talented, bright, smart and creative people who have helped redefine our agency and allowed it to thrive. They are in one word - awesome.

For entrepreneurs however, its natural to want to be in control and hard to let go. The key has been, at least for me, to teach myself to trust my team. They are so good at what they do that sometimes I simply forget to step back and get out of the way. I don’t need to respond to every email that I am cc’d on nor do I need to add my edits or thoughts to every piece of material generated. If the clients are happy with the work, why can’t I be?

There was a great list in the “Going Forward” section of the September 2010 edition of Entrepreneur by Cheryl Cran, a leadership consultant and author of The Control Freak Revolution, which was the inspiration for this post. I felt I would be remiss if I did not share.

Letting Go …

The label gets tossed around a lot, but are you, actually, a control freak? If any of the following statements describe you, Cran says, we’re afraid to say yes, indeed you are:

• You’re proud of never taking vacation time
• You feel angry when others let you down
• You’re always “swamped”
• People ask you a lot of questions (because they’re afraid they’re not doing it right)
• You actually believe no one else can do what you do
• You check in with employees so much they look annoyed to see you

In order for our business to grow, or any small business for that matter, sometimes you are your own worst enemy when it comes to efficiency. For me, and maybe you, it's often good to remind yourself that it's ok to let go and let your teams do what they know how to do best. It’s either that, or you end up becoming the “Bosshole” and nobody wants to be that guy.

The International Franchise Association’s 11th Annual Public Affairs Conference

2010-09-15T14:45:00.005-04:00

By: Chad Cohen

As the country gets ready to head to the polls for the 2010 mid-term elections, it was the perfect time for the franchise community to be in Washington D.C. this week lobbying on behalf of our industry, small businesses and the issues that matter to us most. For the past two days, hundreds and hundreds of franchising’s best and brightest minds came together to ensure our lawmakers understand the economic impact that franchising has and how and why issues such as access to credit, revised tax reporting requirements and the “Help Veterans Own Franchise Act” impact small businesses and affect our economy as a whole.

Did you know that a recent report by the International Franchise Association (IFA) Educational Foundation determined that for every $1 million of lending obtained by franchised businesses, 40.4 jobs are created and $4.2 million in annual economic output is realized? There is real correlation between dollars loaned and jobs created. That’s why it was so great to hear that just yesterday morning the Senate voted to end debate on the small-business aid package, which will allow the bill to move forward for a vote, then back to the House and ultimately to the President’s desk. All of this should happen in the next few weeks and extend the 90% SBA 7(a) loan program guarantee rate through 2010, increase the maximum 7(a) loan size to $5 million and improve access to SBA loan programs specifically for small business start-ups and expansion.

Another issue we brought up to our senators and congressmen and women was the outright repeal of the 1099 Reporting Provision. Somehow, buried in the new health care law is a requirement to report every business-to-business transaction in excess of $600 to the IRS. In order to file the 1099, small businesses would have to obtain a Taxpayer Identification Number from the vendor and if it were not provided, the small business would be obligated to withhold taxes from payment to that vendor. It’s simply unacceptable and a burden to every small business owner because it will essentially transform small businesses into tax collectors in order to pay for the new health care legislation.

As the economy continues to recover from the worst recession in 70 years and the highest unemployment in over a quarter of a century, we were also lobbying on behalf of extending the tax relief policies enacted in 2001 and 2003 that will encourage strong economic growth. According to the IFA, allowing marginal rates to revert to pre-2001 levels will result in an annual tax hike of $280 billion after 2010, and an average increase of $1,800 per taxpayer. That can mean greater uncertainty for entrepreneurs, investors, small business owners and fewer new jobs.

Whether you sit on one side of the aisle or other, there is one thing everyone can agree on and that is making sure our veterans have increased access to business ownership once they have completed their service to our country. That’s why there is growing support among both the House and the Senate for the Help Veterans Own Franchises Act. What it does is establish tax credits for franchises that choose to offer qualified veterans an initial discount on their franchise fee while also providing a tax credit to the veteran who chooses to purchase a franchise and open it in their local community. It’s simple and relatively cheap at around $20 million, which by most accounts is a rounding error in Congress these days. It was great to see both sides eager to get behind this act as the IFA continues to encourage members of Congress to become co-sponsors.

All in all, it was an amazing experience being on Capitol Hill. I will never forget walking into the Russell Senate Office Building for meetings with Florida Senator George LeMieux or having the opportunity to network with members of Congress and their staff during a reception in the Ways and Means Committee Room.

Franchising is a powerful industry and I’m pleased to play a small part in it. According to a 2008 study conducted by PricewaterhouseCoopers, there are more than 900,000 franchised establishments in the U.S. that are responsible for creating 21 million American jobs and generating $2.3 trillion in economic output. To be able to advocate on behalf of the industry with key policymakers in Washington was truly an experience of a lifetime. Made me proud to be an American.

The New Elevator Speech

2010-08-30T13:55:00.003-04:00

By: Chad Cohen

The elevator pitch since the dawn of marketing has typically been a one way, rapid-fire exchange of bullet points resulting in a hurried attempt to dig a business card out of your wallet before the un-engaging experience quickly ends. It’s about as much fun as forced conversation with the hefty guy sitting in the middle seat on the red-eye back from the West Coast. It’s uncomfortable, but you feel obliged to half pay attention because your mama raised you to be polite.

Well, times have changed. Enter the smartphone, well iPhone in my case. I started drinking the Apple Kool-Aid a couple years ago. The power is in every small business owners or franchisor’s hands. Imagine taking that lame 2-minute speech about your organization or project and condensing it into an animated, interactive video rich experience that illustrates what you’re really about.

What a smartphone does is take a normally boring conversation and transform it into an immersive, value-added event for both the recipient and the narrator. It’s a quick short burst of information in a format that today’s entrepreneur is comfortable and accustomed to receiving information in.

Critical to success is the ability to take the content of your presentation and quickly email or upload it to whomever you might be talking to. Remember though, your smartphone is not a hard product sell, but a means to reinforce the conversation you might be having. In today’s social-tech world, whipping out your smartphone to prove a point will seem like a natural extension of the conversation and not as forced as dumping a folder or a scrunched up business card into somebody’s lap.

Fish Consulting Hires an Intern

2010-08-27T09:41:00.004-04:00

By: Amanda Rich

We have a new face around the office these days, Kara, and she is Fish Consulting’s very first intern. Earlier this summer, I asked our CEO Lorne Fisher what he thought about starting an internship program and he was all for the idea!

Kara’s been working for us for about 3 weeks now and she is doing a great job. I remember how hard it was making the transition from college (party!!!) to the working world…not easy to say the least. They don’t call ‘em the”Best 4 Years of Your Life” for nothing. I was lucky enough to have had some really great mentors when starting out in my career and I still call them every now and then for advice.

One day last week, everyone had left the office except Kara and me. We started chatting about random things and I was trying to remember what advice people gave me when I first started working that really stuck. So, here goes nothing. If you have something to add, be sure to leave a comment.

- Find a system to keep organized and stick with it.

- Watch the news.

- Keep your address book updated and backed up.

- Write notes on the back of business cards to remember where and when you first met.

- Stop saying “I’m sorry” so much.

- Save all your e-mails.

- Return phone calls in at least 24 hours.

- Pay attention to details.

- Proofread a document three times – then hand it to a colleague to look over. (Same rule applies to client e-mails).

- Keep an AP Stylebook and thesaurus on hand.

- Try to answer your own question before asking it. (Google it!).

- Attitude is everything.

Don’t Tweet Angry

2010-08-24T10:59:00.002-04:00

By: Chad Cohen

Social networks, for many of us, have become essential communication tools. A direct link to customers is a powerful thing, but if used in the wrong way, you could brew up a storm of unwanted attention. A good rule to live by - “Don’t Tweet Angry.”

This sort of thing happens all the time - people and businesses make a Facebook status update or Tweet that they inevitably regret. It happens for a variety of reasons - sometimes we’re angry, defensive, too eager or simply just not thinking clearly.

Of course there are plenty of other screw-ups you can make while using social media, but rest assured we’ve all made them at some point or another. There is no perfect science when it comes to managing social media, but there are some general guidelines that you can follow.

• If you write something inflammatory or insulting in the heat of the moment and end up ultimately regretting it, then apologize. Simply deleting the tweet and burying your head in the sand won’t make it go away. You’ll find that by standing up, admitting your mistake and apologizing; you’ll be able to diffuse the situation quicker than pretending it never happened.

• Don’t impulsively air grievances with customers, partners or competitors in the public forum of social networks. Take some time to think about what you are saying, because search engines could long refer to what you put out there even after you may have deleted it from your account.

• Do make an effort to frequently engage with your friends and followers beyond just hammering them with marketing messages. If fans are engaging you on your networks, make sure to write back. Don’t leave them hanging. There is nothing social about a one-way conversation.

• Watch out when discussing politics. Don’t need to remind you it’s a touchy subject. Engage your audience in political discussions relevant to your industry, but leave your personal views to the side.

• If you do tweet or post something embarrassing by accident, don’t dwell on it. We’ve all had itchy typing fingers for one reason or another and instead of pulling a Lindsay Lohan, just admit your mistake and move on. I think you’ll be surprised by how many people with sympathize with you if you’ve done something humiliating, but owned up to it.

While there are inherent pitfalls when it comes to using social networks to engage your fans, friends and customers; I believe the benefits certainly outweigh the perils. Most importantly, you just need to be engaged. Check us out on Twitter and let us know what you think - @ChadCohen or @FishConsulting.

Keeping Clients Happy

2010-08-20T09:13:00.003-04:00

By: Chad Cohen

It’s really the name of the game if you’re in the professional services business. I don’t care if you’re an account, lawyer, a PR professional like me, or heck, even a doctor - if you’re clients aren’t happy, then you are not doing your job.

Let’s face it; if you work in a boutique firm like we do, the relationships you build with your clients are what keep the business moving forward. Tactically, there is not much appreciable difference between the basic services most communications firms provide, but what distinguishes you from the pack is how well you work with your clients and what you do to help build their business.

Publicity is the easy part. Write a press release, craft a pitch, build a media list, distribute and follow up. But how that coverage, social networking or online posting drives a client’s business forward is how you should be measuring success. Publicity for publicity’s sake is not enough anymore.

It’s our philosophy, it’s what we counsel our clients on and it’s the direction I set for our entire staff. I guess it’s become our de facto culture at Fish Consulting. PR and marketing are powerful tools and used the right way, they can have decidedly strong impact on a client’s bottom line. Plus, it certainly keeps them happy and happy clients makes for a profitable business, which always leads to good things.

Conflict Resolution

2010-08-18T11:51:00.004-04:00

By: Chad Cohen

We’re certainly an opinionated bunch here at Fish Consulting. Whether we’re brainstorming a new business approach, crafting language about a client product launch or tackling some internal housekeeping - we’re a passionate group who wants to be right. From the top down, we’re not afraid to take a stand and prove a point. But with that enthusiasm sometimes comes conflict.

Conflict of course can completely suck your company dry. However, managed conflict can be a good thing and lead to increased focus and a much more desired result.

For example, I dug my heels in recently on some brand language we were crafting for a new client. I’m the vice president of our boutique PR & marketing firm and I thought I knew better. I wasn’t just egotistically defending my pride to our CEO and my staff, but what I believed to be a genuine idea.

What I ultimately realized was that no matter how much I believed in my position, someone else believed in his or her position just as powerfully. And it wasn’t until I took a step back and focused on what we were actually arguing about, that I understood my work, and also my position, were inherently flawed.

In a small entrepreneurial business, sometimes decisions need to be made with force. Like a head coach, the CEO every now and then needs to make the call. It has to be done. But heavy reliance on this type of management style has its drawbacks. Bruised egos and a it’s only good if the boss does it kind of attitude can eat away at company morale and build a culture un-conducive to growth.

Any smart business, and CEO or manager for that matter, should resolve conflict based on open and honest communication. It’s kindergarten logic, but sometimes vastly under applied in the business world. It worked in my case and it’s how we turn conflict at Fish Consulting into something positive.

Oh, and if you’re wondering, I completely re-tweaked the brand language for that new client and its become the foundation for a whole new suite of marketing and PR tools we’re developing. Sometimes good things come from conflict…

Location, Location, Location - A Key to Franchise Success

2010-08-05T19:28:00.005-04:00

Most seasoned franchisors will have real estate teams established to guide you through the process, but there is plenty toconsider while scouting locations on your own. Read Chad's guest blog on Allbusiness.com to read his thoughts and insights on how location of your franchise can drive success. Enjoy!!

How to Keep Your Employees in the Game

2010-07-23T15:09:00.006-04:00

By: Chad Cohen

In a small business it’s an all hands on deck kind of approach each and every day. When you’re small and nimble like us, you need to keep employees engaged, moving and working in order to sustain the business and profit. In a lot of respects, our boutique communications firm is like many of our QSR chains that we represent - everybody works the line to make sure we deliver the best burger or sub on a consistent basis each time somebody comes through our proverbial drive thru window.

But in lieu of the economy, many small businesses have suffered and workplace morale is fractured and disillusioned. Cutbacks and layoffs have left many Americans disengaged and disenchanted with the workplace and in the small business world this means the end to productivity. In our PR/Marketing realm, we’re only as good as our ideas and when creativity and innovation is not firing on all cylinders, we’re dead men walking.

So how do you keep employees in the game, motivated and driving the train forward? Here are a couple ways we think make the most sense.

Focus on a Purpose - Nothing galvanizes the troops like rallying together under a common goal. But the goal can’t just benefit those on top, because what’s energizing about only making the bosses look good? Pick an objective that will tangibly benefit everyone in your office because if each person has some skin in the game; you’re bound to get their best effort.

Say Thank You - Recognizing good work doesn’t have to be formal, but at the very least it needs to be done. Sure, you can build in structured incentive programs and you definitely should, but what’s wrong with surprising the office by taking them out for lunch for a job well done or grabbing a bunch of iced coffees during the 3:00 p.m. slump? Money always talks so think about investing in some Amex gift cards and handing them out for major accomplishments. In the end, it doesn’t take much to get someone motivated. Just paying attention and saying job well done puts you ahead of the pack of most managers out there.

Communication - Open up the lines of communication. The economy sucks and people are worried. Worst thing you can do is hole up in your office and keep your mouth shut. Attitude reflects leadership. Talk to your team and explain difficult situations so that everyone knows exactly what’s going on. Nobody is going to jump over fences if you don’t tell them why it’s so important to do so,

Have a Little Fun - The business world is a crazy place. We all know that. To top it off, most of us spend more time with our coworkers each week than we do with our actual families. So please don’t be so serious all the time. Laughter is great medicine and soothes the soul. Crack some jokes, send a funny email or circulate the ridiculous YouTube video of the swimming cat because it breaks up the monotony of the day and brings everyone a little closer together.

Is Big Really Better?

2010-07-23T10:17:00.005-04:00

Normally, I reserve my blogs on FOF to franchising or small biz topics. However, today’s post is about the benefits and challenges of the small agency business.

For those that don’t know, Fish is a small boutique PR agency that also provides other select marketing services. I’ll save the propaganda for the web site. For years, our focus has been serving the franchise industry (in case you missed that :)) and other industries of past experience - beverage alcohol, manufacturing, foodservice, etc.

So, we recently submitted to an RFP for a non-profit group (which will remain nameless to protect the innocent), which we typically don’t do - I mean submit to RFPs. We’ve been fortunate in the six years of the agency, our business has been generated predominantly from referrals and word-of-mouth. Good work, gets more work - pretty basic, but completely true.

When we received the RFP, I debated if we should submit, but it was in our wheelhouse and we could pull together a creative and compelling response (which we totally did!! Thanks guys!). Also, most of the work would have needed to be crunched in a 2-week period with the July 4th weekend smack in the middle, which concerned me since the team was already slammed and adding another project would tax them even more. Our morale has been strong, so I was hesitant to mess with it. But as you can tell, we went for it.

Over the week to 10 days, we conducted research, engaged the prospect as good suitors do and pulled together - what I believe - the most creative proposal in our history. It hit all of the laborious aspects of the RFP - Section 1 should be this, Section 2 this and so on. It left the office with great fanfare and our collective confidence was very high. The team - as a whole - took great pride in the outcome of their work. We split up assignments amongst the team to capture their talent, but also not to overwhelm their busy workload and long vacation weekend.

Then the day came that we would learn if we would be one of the three finalists (Wednesday). We were going up against 9 other agencies and the budget was pretty good for us, but fairly low for the big boys, so we thought we’d have a very good chance.

I get the call from the contact, and she informs me that Fish did not make the finals. I was shocked - maybe blinded from the confidence we all had in our work (and my bias of course). The spiel was that the review committee decided to go “in another direction” with the finalists. “Hmmm, what does that mean?”, I asked in the most polite and professional way. She then shared the finalists - 3 of the big boys - and said the committee felt an agency with deeper resources was a more suitable for the project. She continued to share how much they liked our ideas, passion and experience, but...

This begs the question that many of my fellow small agency owners pose everyday - “Is big really better?”

Now, don’t get me wrong, I built my career at one of the big boys - not one of the finalists - so I get that there are clients, assignments, etc. that are more suitable for a large, international agency with thousands of employees and multiple practice areas. I used to pitch that value. However, this particular project is not one of them.

The bigger you are should never be misconstrued for being better. One of the HUGE benefits of working with a small agency is the level of client service you get from senior leaders and us owners. At Fish and many other small firms, the owners touch every account. They are engaged in strategy, proactive counsel and so much more. Investing in our clients’ businesses is part of our business model. Larger firms may call it overservicing, but that denotes wasted time or doing more than what is needed. Successful client relationships are based on investing time and energy, not just working within budget. That is how partnerships are built.

Small firms’ account teams are led - not just managed - by senior account directors or officers that bring the level of service and results that a client needs within a modest budget. It is very hard for the big boys to service an account - particularly a non-profit with a small budget - profitably.

One of our client partners did the same thing before engaging us. We pitched their business and hit it off with all levels - CEO and down. They decided to go with a larger firm with deeper resources. One year later, they were calling. It’s been nearly two years now and we’ve helped build their business and reputation as a category leader. Net net, small firms provide businesses with a nimble team eager and deliver proactive ideas with unparalleled service.

I hope this non-profit succeeds with one of the big boys, I truly do. Their mission is fantastic and they are benefitting thousands of children across the U.S.

But... (well, no need to go there).

Mobile Phone Takes on New Meaning in the Retail World

2010-07-20T17:33:00.002-04:00

By: Chad Cohen

Do you Foursquare? What about Gowalla? Logged on to Loopt lately? Ten years ago, most retailers and restaurateurs were still living in the dark ages when it came to customer loyalty. The single-hole punch, buy 10 and get one free, dominated the landscape and you were considered cutting edge if you somehow electronically tagged CRM through your POS system.

Fast forward to today and instead of collecting paper cards or fumbling through wallets, customers are increasingly turning to their cell phones to track purchases, obtain coupons and receive rewards for frequenting their favorite establishments.

Social networks like Foursquare, Gowalla and Loopt are changing the way customers interact at the retail level with their favorite brands and bridging the gap between the digital world and the four square walls of the traditional store.

Foursquare for example, which is what I play on, allows users to accumulate badges and points for visiting participating establishments and checking in on their mobile devices. And through Twitter, Facebook and email, Foursquare updates their actions and shares them with the rest of the Foursquare community.

For retailers, these types of apps offer some really cool ways to employ a little mobile marketing into the mix. The difference is that you are not talking through traditional advertising vehicles anymore, but incentivizing the customer through behavioral choices. Specials, coupons and loyalty recognition are now combined into one digital and mobile platform. You can also geo-tag these “check-ins,” which allows retailers to target potential customers within a certain radius of their physical location. Become the “mayor” of your favorite sub shop and who knows, there might be a free Philly cheesesteak sandwich waiting for you on your next visit.

Retailers using these social platforms also have the ability to analyze some pretty incredible data. As we all know, data drives business and behavioral analytics gleamed from Foursquare and other applications can help you fine-tune your operations. When and who is visiting your store along with other retail tendencies is just some of the behavioral information that can pulled from these social networks to learn more about who your customers are and how they behave.

Basically the more information you have at your fingertips about your customer’s purchasing habits, the better decisions you’ll make about the direction of your business. The bridge is between the physical retail and digital world is being redefined before our eyes and we have our mobile phones to thank for that.

Are All of the Sacrifices Really Worth It? Absolutely They Are!

2010-07-16T15:37:00.003-04:00

Entrepreneurs and franchisees are constantly making sacrifices to grow their business. Is it all really worth it? If so, what is the ultimately goal? See what fellow entrepreneur Lorne Fisher says about his experiences in his latest post on Allbusiness.com. Enjoy!

Connecting with Customers on Social Media Before the Doors Open

2010-07-12T22:53:00.004-04:00

By: Chad Cohen

Your customers are already out there and you may not even know it yet. What if I told you that you could build a rich database of influencers and fans of your business before you even opened the doors? Well, that’s one of the inherent powers of social media.

Let’s say you decided to open your very own frozen banana shop. Permits, construction and final build-out all take time. You’re definitely spending money, but getting relatively little back on your early investment except for a long punch list. When the time finally comes to open the doors, it hits you like a ton of bricks - how is anyone going to know we’re here? That’s where establishing your presence on social media platforms like Facebook and Twitter early on in the process can allow you to create awareness of frozen bananas long before day one of operations. Grand opening build-up, menu development, construction updates, early couponing, photos, video and frozen banana appreciation are just the tip of the iceberg when it comes to building a community around your brand.

Establishing a presence early on in social media can help you become the trusted source in your industry even before you open for business. Who is going to know more about frozen bananas than the guy who has been talking about frozen bananas for months before the first transaction is even rung up? Your customers are on social media and quite frankly, you need to be also. It’s one of today’s most preferred forms of communication and you’re digging an awfully deep hole early on if you think your small business can afford to ignore it.

Sure there are questions and you’re going to mess up in the beginning. We all did, but the only way you can learn it is by doing it. Results will soon follow. But remember, posting content is not your only job as you begin to travel down the road of social media and small business management. Equally important is listening.

You can’t make excuses anymore. My grandmother is on Facebook and she is 92 years old. It’s time to get engaged, learn and execute and I promise you that your small business will reap the rewards.

Internet Traffic to Quadruple by 2014

2010-06-22T17:33:00.004-04:00

By: Chad Cohen

Were you one of those people early on - The Internet, who needs it, especially for my business? Why would anyone turn to their computer when there is so much information flooding our brains via network television, cable, newspapers and magazines?

Change is sometimes hard, but eventually it’s inevitable. The Internet is here to stay and despite what Senator Joe Lieberman is proposing; there is never going to be one giant kill switch to turn it off and on. In fact, Cisco Systems Inc. earlier this month predicted that global Internet traffic will more than quadruple by 2014 in its annual Visual Networking Index Forecast.

Still think your small business can get away without having a good web presence? Improvements in network bandwidth capacity, Internet speeds and access to the Web are all major contributing factors to the Internet’s explosive growth. In just a decade, the average global residential Internet connection download speed has increased 35 times, which has helped to dramatically increase usage. For example and as stated in the report by Cisco, it took 3 days to download a 4GB DVD quality movie in 2000 while it only takes about 2 hours for the same download in 2014. Imagine what the future holds. We have moved into a digital world and there is no going back.

According to Cisco, the Internet’s primary growth driver will be video and by 2014, the sum of all forms of video (TV, VoD, Internet video, and peer-to-peer) will continue to exceed 91 percent of global consumer traffic. By 2014, it would take more than two years to watch the amount of video that will cross global IP networks every second and to watch all the video crossing the network that year would take 72 million years. Makes you wonder if you should really wait to buy that Flip cam or build your company’s YouTube homepage.

In the report, Cisco also claims that that by 2014, the highest IP-traffic generating regions will be North America, Asia Pacific, Western Europe and Japan in that order. However, the fastest growing IP traffic regions through 2014 will be Latin America, the Middle East and Africa, and Central Europe. Basically the only folks not jumping on the Internet are penguins in Antarctica.

In my opinion, the debate for small businesses is no longer about the validity of using the Internet to increase traffic and drive growth - it's about how to best harness its power to achieve your business goals.

Why Tuning Out is Hard Work

2010-06-17T16:38:00.003-04:00

By: Chad Cohen

The hibiscus are in bloom, warm Caribbean waters lap against a white sand beach, a mango rum concoction is filled to the rim, and blue skies stretch as far as the eye can see - wait, where’s my iPhone? Did I leave it in the room? Is that project done? I think I should send that email. Oh no, did I leave that folder on my desk?

In today’s world of uber connectivity, the “out of office” reply has lost some of its meaning for entrepreneurs. According to Expedia’s 2009 Vacation Deprivation Survey, 49.4 million Americans are vacation deprived. And even when we do manage to sneak a couple days away from the office, the iPhone, laptop and Blackberry all manage to slip into our carry-on next to the tube of sunscreen.

Most of us in today’s 24-7 business world are addicted to our jobs. We’ve become stress junkies. It’s our fix. Some people like drugs or a swish of bourbon, but we gravitate to the adrenaline rush that comes from meeting deadlines and finishing a project on time. Work alleviates our anxiety and when we’re not working, all that tension bubbles up. It’s no wonder sitting on beach for more than 15 minutes at time induces a mad panic to get connected and plugged back into the game.

Some will argue that working on vacation or checking emails is simply a pre-emptive strike against what is sure to be an email inbox flood come Monday morning. Feeling out of touch is stressful, but I would argue that is the whole point.

Disconnecting a bit is healthy and especially for small business owners. The key is trust. You have to believe in your team and have the confidence that they can handle the day-to-day grind and anything that should arise. Without good people in place you’re going to be tied to that smart phone the whole time.

I’m not saying you need to spend 6 days alone in the rainforests of Belize without access to any technology to relax. But what I do suggest is that you are flexible and manage the expectations of your colleagues and clients. Let them know you are only going to check in occasionally, maybe only once every couple days unless there is a real emergency.

As the line between home and office continue to blur, I realize it’s impossible to think that you can completely disconnect. But vacations are sacred and we should not be afraid to take them. The mind and body need a change of scenery every once and a while. Sometimes you have to remember to work on not working. And if you feel compelled to check email regularly while on break, I guess its always better with a fruity rum drink in hand.

Social Media Literacy

2010-06-11T09:34:00.007-04:00

By: Chad Cohen

We all negotiate multiple levels of literacies based upon the community in which we are interacting. That level of literacy may fluctuate due to gained knowledge, social adaptation, and other extenuating variables, but nonetheless we all communicate differently based upon the condition of our surrounding environment. In today’s world of rapid information exchange, social tech has certainly emerged as a dominant form of communication. LOL, BRB, WTF have all become part of the normal lexicon. Thus the debate does not lie in whether multiple literacies exist, but rather how one form of literacy comes to be valued over another, and the effect that it has on the individual participant.

Most academics would argue that language has come under fire from new forms of communication such as text messaging, Twitter and other social media sites. I would argue the opposite. It’s time for social media literacy to enter mainstream education and subsequently the everyday world. Learning to use online forums such Facebook, Twitter and blogs can no longer be considered add-on contemporary luxuries to modern education because they have become part of the literacy of the business and personal world we inhabit.

The way we conduct science, politics, journalism and business has been forever changed and shaped by the skills we’re acquiring using social media. However, while many people are deeply embedded in the world of social networks, the majority of the world’s population still can’t tell the difference between a Tweet and a blog. This will inevitably change as social media becomes assumed rather than newsworthy. The benefits of digital media in the long run don’t depend on the technologies, but on the literacy of those who use them.

Can Consensus Kill Franchise Innovation?

2010-06-01T10:46:00.001-04:00

By: Chad Cohen

Ideas are the foundation of any successful business. Without the idea to improve computer operating systems there would be no Microsoft. Without the idea to build a theme park in the middle of a Central Florida swamp there would be no Disney World. Point is that ideas are the lifeblood of any organization. That’s why we trademark them and fiercely guard them.

Franchisors are no different. Like in any type of business, a franchise is usually born out of the idea of an entrepreneur. And just like other types of businesses, franchises need to innovate in order to stay relevant and in touch with their consumers.

Brainstorming is a key element in this creative process. Done right and it can foster ideas, bring a team together and unite a brand under a singular purpose. Executed poorly and you get fragmented group dynamics and complacency.

In a poorly conducted brainstorm, it can be unfair and everyone knows it because the boss is always right. Employees might censor themselves to go along with the status quo or avoid angering a superior. Putting several people in a room together is bound to create a lot of conversation, but if it is not focused, some may think less critically about a problem because they are happy to let others do all the talking.

Initial thoughts are sometimes the best. Before the actual brainstorm session, consider allowing your team to each submit a list of 10 ideas anonymously. Imposing this type of structure on idea generation shouldn’t stifle creativity, but give employees the freedom to be as inventive as possible and offer unbiased opinions without being tied to predispositions of the group. Then, at the beginning of the brainstorm session, you have a foundation from which to build up from.

Everybody is not creative and believing the opposite about your team will keep you from accomplishing “sky is the limit” thinking. But together, as a unit, you can realize some pretty amazing things. Incorporate some structure into your brainstorm to get the most out of each individual because you never know where the next big idea might come from.

Should You Start a Business Blog?

2010-05-19T10:09:00.006-04:00

There’s no doubt that blogging has taken the online world by storm. Every day, an estimated 175,000 new blogs are added to the blogosphere and at one point or another you’ve probably either known someone that started a blog, read a blog, or probably already write a blog yourself. Many businesses are discovering the benefits of starting their own blog and many are asking themselves if they should be starting a blog themselves. Starting your own blog is easy and for the most part it’s free. So if you’re still contemplating on starting your own blog, here are just some benefits and tips on starting a blog.

• A blog is a great way to drive traffic to your own business site. The majority of search engines, such as Google, Bing and Yahoo typically favor sites that are updated on a regular basis, which can give you a better chance of appearing high on the list of a Google results search.

• Blogging is perfect for businesses wanting to have an online presence, but don’t have the budget to hire a web designer. There are many platforms that can host your blog for free. Some of the most popular sites include Blogger.com and Wordpress.com.

• A business blog allows you to share your expertise, which can lead to potential customers. It’s also a medium for you to engage with your customers, find out their likes/dislikes and create a better understanding of your company.

• When starting your blog, make sure you are updating your content regularly. Readers do not want to visit a blog, only to see that it has not been updated in months. Not only will this drive your readers away, but it leaves a bad impression on the company. Also, when blogging keep your entries short and relevant. This will help engage your readers.

• Commit. I can’t tell you how many people I know decided to start a blog, only to leave it abandoned a month later. If you decide to start a blog, make sure you commit to it.

• Share blogging duties. Don’t feel like you have to do all the blogging yourself. Get your employees involved. Offer incentives for the employee that blogs that most. We’re not talking something major here, like a two weeks paid vacation (although that would be nice). But something simple such as offering a $25 gift card can be a great motivation.

When done right, starting a blog can be a great tool to boost your business, gain new customers or even become a thought leader in your field. All you need is commitment, creativity and something to write about.

Click here to watch a video on how to get your blog started.

A Case of the Mondays

2010-05-18T14:58:00.005-04:00

The days are getting longer, the weather is getting warmer and let’s be honest that sometimes it’s tough to get through the work day. It’s no secret that we all look forward to the weekends and it can be hard to be productive when you find your mind wandering off to visions of what you would rather be doing. Instead of staring at your computer screen with a blank look on your face, take matters into your own hands and try and refocus your energy so you can power through the rest of the afternoon. Here are some tricks to get you through.

1) Go For A Walk
Getting a short walk in will get your blood moving and wake you up. If you have a meeting with a coworker, suggest to do it over a leisurely stroll around the block. A little sunshine never hurt anyone either.

2) Stretch
Sitting in the same position for too long isn’t healthy. Get up every hour, stretch your legs and move around.

3) Take A Break
If you push on one task for too long your mind can get cloudy. Walk away from your desk, stop thinking about work for a few minutes and you’ll return with more ideas and energy.

4) Get Up Early
Always easier said than done but if you can have a little time for yourself before the work day begins you’ll feel better once you sit at your desk. And if you can push yourself to do something physical and get in a quick workout before going to the office you’ll feel like a million bucks.

5) Put on Music
Crank up Pandora or put on your ITunes. Music always makes things better and beats sitting in a silent office.

6) Get Coffee
For you caffeine junkies out there, sometimes that 3 PM cup can push you over the end of the day hump. Take a quick trip with a coworker to your nearest coffee shop(or make your own) to get the boost you need.

7) Make the Most Out of Lunch
At times we forget that we’re entitled to lunch and this doesn’t always mean scarfing a sandwich at our desk. Make plans to go out once in a while or run a few errands that you would typically take care of once the work day ends. The world won’t end because you’re not at your computer for 45 minutes.

A Solution for Unproductive Conference Calls

2010-05-12T10:02:00.004-04:00

Conference calls are essential to most businesses but I have a bone to pick with them. We've all been on our fair share of painfully boring, two hour long calls that feel never ending. On a good day, you have one call scheduled at 10am when your double espresso latte has started to kick in. And on a bad day, you can be on conference calls all day long, leaving little time for actual work, let alone bathroom breaks. There's got to be a better way to keep these calls quick, semi-interesting, and productive!

With 20 e-mails flooding your inbox per minute, staying focused on a conference call is a difficult task. It's so easy to hit the mute button on your phone and attempt to bang out a few messages while half listening. Let's admit it, we are all guilty of this. But perhaps this is where part of the problem lies. Everyone is half listening, so time is wasted and calls get drawn out.

I would like to propose a solution. Conference calls should not be allowed to last any longer than 30 minutes. This way, you don't have the time for long ramblings. Make your point, give your update, or ask a question and let someone else speak. After 30 minutes, the call is over, so figure out next steps quickly as this is usually the most important part of any conference call.

With 30 minute conference calls, you will have to plan ahead of time. Forget about winging it. Have a clear, concise agenda. It is your job to make sure everyone sticks to the agenda, otherwise you might not get all the information you need to move ahead.

Finally, with shorter conference calls, attendees will be more focused. By shaving off extra time, the call is more urgent. The pace is fast and there's no time to repeat information. If you take five minutes to sort through your inbox, you've missed nearly 20% of the call.

I realize that 30 minute calls may not be practical in every circumstance. But perhaps for these necessary longer meetings, a video conference is more suitable. At Fish, we all just signed up for Skype accounts to start video chatting more often. With Skype you can easily set up a video connection between all your offices wherever they are – and it’s free!

The next time you send out a calendar request, I ask you to think of this post. Schedule the call for 30 minutes and make it known at the start that you have a lot to cover, you want to move quickly and not waste anyone's time....in a polite way, of course. I'm sure everyone on the line will appreciate your sensitivity to their time.

PowerPoint Overload

2010-05-10T11:53:00.007-04:00

By: Chad Cohen

We’ve all been there - the endless PowerPoint presentation with an umpteen amount of slides and 15 bullets per each page. Yawns creep in right away and the smart phone stoop begins on about slide 3. You know what the smart phone stoop is - it’s when people in the room have become so bored with your presentation that they stare down into their laps clacking away on their iPhones while checking email or posting to Twitter about how lame your presentation is.

Reminds me about a recent New York Times article I read where Gen. Stanley A. McChrystal, the leader of American and NATO forces in Afghanistan, was shown a PowerPoint slide in Kabul last summer about the complexity of American military strategy, but it looked more like a bowl of spaghetti.

The general’s comment was priceless - “When we understand that slide, we’ll have won the war,” he dryly remarked.

PowerPoint has become an addiction. From the war room to the boardroom, we’re a culture obsessed with PowerPoint. Problem is that a majority of presentations we all sit through just plain suck. From cheesy clip art slides to endless bullets and unenthusiastic presenters, the time has come for us to collectively stand up and say enough. Yet with an addiction such as this, it’s probably unrealistic to assume we’re all going to go cold turkey. With that said, there are some things we can all do to improve our presentations so audiences stay captivated and not focused on their phones in their laps.

Practice

It may sound simple, but relatively few presenters do it. There is nothing worse than getting up in front of a crowd and stumbling through your delivery. Take some time the night before in your hotel room or with colleagues and run through your presentation. Practice does make perfect - Mom will be so happy I said that.

40 Slides is Way Too Much

Come on, really? Who wants to sit through 40 slides of anything? It’s boring and people will loose interest before you even get a quarter of the way through. The only time I want someone to read to me that much is if I’ve downloaded an audio book for a road trip. Bottom line, 5-10 slides for a 30-minute presentation. You are there to talk and stimulate conversation, so do that.

Get Yourself Some Steve Jobs Style

Don’t just convey information, but inspire. Apple fan or not, most of corporate America will admit that Steve Jobs is one of the most polished presenters out there. Dude is the Internet age Wizard of Oz. He strives for visual simplicity and creates memorable one-line descriptions for products. No messy bullet points or goofy transitions. For example, to illustrate the thin frame of the MacBook Air, Jobs used a picture of an office envelope with a notebook sticking out. Comes right out and says bam - this is what it is.

Make it Readable

How often have you sat in the room trying to make out what’s on a slide because it’s written in Palatino size 8 font? Even the nerdy kids in the front row are playing Secrets of the Lost Cavern on their iPhones because they can’t even read what you have projected on the screen. Don’t cram too much on to a slide, make the font readable and make sure your images are in focus.

There is a lot more to making presentations great, but hopefully this gets you started down the right path. In the end, it's quite simple - don't suck, be relevant, be interesting and inspire conversation. You do that and you're way ahead of the game.

Be a Better Boss

2010-05-06T09:15:00.007-04:00

By: Chad Cohen

It’s one of those classic movie lines that has always stuck with me - “My momma once said life is like a box of chocolates; you never know what you’re gonna get.” Forrest Gump was on to something there. It doesn’t matter who you are - boutique small business, Fortune 500 company, franchise or the neighborhood merchant - learning to manage others is all about dealing with that intrinsically unique box of chocolates.

Don’t Overbook

You need time to see the big picture. Unstructured time can foster creativity and allow you and your team to get into the groove. Too much time on conference calls and in meetings can bog down progress.

The Business of the Business

As an entrepreneur, metrics are the lifeline, but does your team understand what they mean? Explaining the business behind the business makes employees feel connected and part of something beyond their day-to-day projects.

Be a People Person

Each employee is part of that box of chocolates. Everyone is unique and different in their own respect. Make sure you take the time to touch them all throughout the day. Learn what makes them tick. Find out what interests them beyond work and connect on a different level. Everyone will be better for it.

Give Some Room to Grow

Just because its not how you would have written it or how you would have handled it, does not mean it was wrong. Micro managers suck. Give your team a chance to stretch their legs and develop their own styles.

Read Everything

Despite what you might tell yourself, you can always learn more. Be an avid reader and always on the lookout for new ideas. Read the blogs, newspapers, magazines, websites, newsletters, Twitter and everything in between. Knowledge is the key to building your business and your team’s success.

Does your franchise have the right people on the bus?

2010-04-14T09:49:00.004-04:00

Finding the right employees is one of the toughest tasks for small business owners. Determining the roles, responsibilities, appropriate background and the right culture fit are just some of the considerations. Read about Fish's own struggles and suggestions for fellow entrepreneurs in our most recent post on Allbusiness.com. Enjoy!

Hey Obama, Where Did All The Money Go?

2010-04-06T09:45:00.003-04:00

Since attaining the top post in the US, our President - who I voted for - has been promising to help small business owners with financing. Maybe it's been his focus on healthcare and the war, but little has been accomplished to truly help the small business owner, franchisees and franchisors. A lot of ideas and talk has been shared - whether its increasing SBA guarantees or increasing funding for community banks - but still lending is very, very slow.

Read my complete blog post at Allbusiness.com and share your thoughts and ideas on how we can stimulate lending and jumpstart franchise sales. Enjoy!

SEO for Franchisors

2010-03-30T16:18:00.002-04:00

You have a very well-designed, attractive website with a Flash opening and all. But how far up does your site rank with Google? Or better yet, can your customers and potential new customers easily find your site by plugging in two or three key terms into a search engine?

As the franchise industry gets increasingly more competitive every day and brands battle to win consumers over, it's becoming more critical to make sure your site not only looks good, but is also Search Engine Optimized, also known as SEO.

Our friends at MarketWire stopped by our office the other day with some really useful SEO tips. Here are a few of our favorites we think you’ll find handy.

1. Get Graded. Visit websitegrader.com to measure the marketing effectiveness of your site. You'll get scored on things like website traffic, SEO, and social popularity.

2. Stay Current. Keep your site's content rich and up-to-date. Not only will this drive your SEO ranking, it will also keep your viewers coming back periodically to check out what's new with your company.

3. It's All About the Title Tag. The keywords in your Title Tag are the first words that show up in Google and the most important part of your web design when it comes to SEO. Not sure what we’re talking about? Right-click on your site and select View Source to find your Title Tag.

4. Link up. The more links back to your site, also known as Backward Links, the higher your SEO ranking. Getting a top-read industry site to link back to your site is hitting the jackpot! This is what we aim for everyday at Fish.

5. Create a free online newsroom using PitchEngine. We've been using this site for about a month and have noticed that our client's press releases are getting a higher page ranking. Give it a try...it's a free post for 30 days.

Are You Multi-Unit Worthy?

2010-03-11T21:44:00.006-05:00

It seems that ever since the economy started to tank, franchisors (large and small) seem to think that the secret sauce to success is recruiting multi-unit franchises to join their system. The reality is that not all – actually very few – franchise concepts are multi-unit material.

It takes a certain system, process and management to attract and succeed with multi-unit owners. Read Lorne's latest blog post at Allbusiness.com and see if you Are Multi-Unit Worthy? Tell us what you think. Enjoy!

10 Principles to Compete as a Franchise NOW!

2010-03-04T15:32:00.009-05:00

The business world has been on a roller coaster over the last year and this climate has drastically affected the franchise industry in more ways than one. Stores are closing, funding resources drying up and more and more franchisees are disgruntled, how can a system compete and grow? Franchise leaders need to look at their entire company and make sure everyone is working towards the same goal more than ever. It is no longer just development or sales job to focus on growing the system or the marketing department’s responsibility to drive consumers through the doors. Everyone must be focused on what can move their business forward.

With this in mind, check out our debut blog post on Allbusiness.com to learn our 10 Principles. Would love everyone's feedback. We'll continue to post here on FOF and weekly on Allbusiness.

Enjoy!

Mother Nature Proves to be PR’s Arch-Enemy

2010-02-11T17:59:00.002-05:00

By: Kim Ryan

For the franchise PR pro, nothing can wreak havoc with media plans, conventions and special events more than Mother Nature. An event can be perfectly planned and executed, but in the end, if the weather is physically preventing people from attending your event, there’s not much you can do about it. Is there? With the cities in the Northeast being inundated with snow and airports and highways shutting down, business has come to an abrupt halt in a large part of our country.

And, if you are like me, hosting an event in the unaffected Southeast, but relying on attendance from those who reside in the Northeast, you are cursing Mother Nature at this very moment. But, if you are a seasoned PR professional, you’ll begin to analyze the situation from various angles and plan for contingencies. When one editor informed me he may not get out of Pennsylvania until Friday and he couldn’t attend several press conferences he had hoped to attend on Thursday, I offered to gather the press materials from those conferences for him and have them waiting for him when and if he did arrive.

The weather and circumstances also opened up dialogue between myself and the various editors. Sometimes a sympathetic ear and a willingness to help them problem-solve will go a long way in establishing lasting relationships.

And, there’s always technology to come to the rescue. Several key speakers are now unable to fly in and provide their lecture, but they can deliver their course via video conference. Not perfect, but perfectly acceptable when you are looking at the alternative. As many sit in the floors of our nation’s busiest airports, technology will allow them to continue to conduct business and communicate during the storm. At this tradeshow, we’ll rely on email, the website, and even Twitter to communicate with those who simply couldn’t make it to town this time.

It could be worse. Two years ago, I received a crash course in crisis communications when a tornado hit the conference hotel and convention center at the end of the second day of the tradeshow. I’d take snow any day over a tornado. Believe me.

Perks of Fleeing The Cube

2010-02-03T10:21:00.005-05:00

By: Jenna Kantrowitz

I fled the cube a few years ago and haven’t looked back. Upon moving to a new city I was fortunate enough to keep my previous job but instead of reporting to an office each morning I was on the honor system that I would turn on my computer, log in and actually be productive once the clock struck 9. These days it’s actually remarkable how much can be done outside of an office. Between I Phones, webinars, remote access and what not, being at work no longer constitutes being stuck in one place, chained to a desk. I consider myself lucky that I have the freedom and flexibility to not be under a boss’s glare all day but at the same time I more so feel the need to prove my worth and productivity since I no longer have that face time.

According to a recent Baltimore Sun article, Census data shows that more people are working from home and in fact are professional women with college degrees. The beauty of the franchise PR world is that you can truly be anywhere as long as you have Internet access, a phone and are responsive to your clients.

Conference calls in pajamas, pitching media from the comfort of the couch or taking a spin class during “lunch hour” are some of my favorite perks but unfortunately there is something to be said about the day not ending at 6. The computer is always there and with no home/office separation the day never officially feels over because in the back of your head you always know there is work to be done.

I think the pros outweigh the cons and as time progresses more and more people in this industry will stop going to the office and explore the exciting world of being a remote worker. I mean, wouldn’t you like to abandon your commute?

Work Life Balance in Franchise PR

2010-02-02T09:31:00.006-05:00

By: Stephanie Goldman
On my two hour commute each way to work today, thanks to the South Florida rain, all I could feel was anxiety. This morning I was anxious to check my emails on my iPhone while US1 was a parking lot, then on 95 I thought, should I text my office that I was running late? Even though I was only going 25 miles per hour, I knew I should not text and drive. But accountability is important, right? On the way home I was nervous I was going to be late for my son, and was already feeling guilty for shutting down my computer at 4. Maybe I can check my emails just once while I’m at this red light? Why are we so dependent on technology these days, that we feel it necessary to email, text and view the latest Facebook status updates while on the road?

I’m remembering a recent Oprah show I had on Tivo (another technology I can’t live without) when she launched a new campaign called the No Phone Zone, where she is encouraging America to keep their cell phones out of reach while in the car. We all know the dangers of distracting driving, yet too many of us think we are invincible.

We live hectic lives, but sometimes we just need to slow down, and maintain a healthy work life balance. After all, we work in franchise PR, not the ER. That text can wait, I can always send that email once my son goes to bed, and I can finish this blog post after I watch my favorite reality show on Tivo…

Franchise Convention Season Networking

2010-01-30T23:42:00.009-05:00

By: Chad Cohen

Well, the franchise convention season is officially upon us. Franchise Expo South was a few weeks ago; IFA is next week; the Franchise Times Finance & Development Conference is in a month; Franchise Update’s Multi-Unit is around the corner and client meetings in between. Oh, and that is just the beginning because sandwiched in among all of these meetings are a couple presentations about social media and franchisee recruitment marketing.

While social media continues to ride its wave of popularity at all these get-togethers and rightfully so; what’s equally apparent is that in-person networking is and will always be an integral part of the marketing mix. Facebook, LinkedIn, Twitter, Skype, YouTube and the thousands of other social media sites have all changed the way we do business in franchise marketing. But as I continue to dig deeper into each and every one of these mediums, I am constantly reminded when attending these conferences that there is something incredibly special about a handshake and an in-person introduction.

It may be simple, traditional and conventional, but actually talking to someone is still one of the best ways to get to know them. While sometimes it may be easier to fire off a tweet, comment on a blog or reply to someone’s status update; don’t forget that there are real people behind them all. So if you see me at one of the upcoming shows, I encourage you to come up and say hello and chat for a while because there is more to me than a Dunkin Donuts drinking avatar. See you at the shows.

Blogger Turned Fashionista

2010-01-29T17:01:00.003-05:00

About a year ago, a former colleague of mine and good friend, Carmen Ordonez, started a blog all about fashion and coined it Viva Fashion Blog, VFB for short. She covers trends, gives money saving tips, and features fashionable Hispanic celebrities (she's interviewing Eva Longoria in the picture to your left). The other day when we caught up she told me that VFB is now steadily attracting advertisers, that she's working with a producer from a major news network on a story about Hispanic bloggers and best yet, she is being considered for a guest blogging spot for Lucky Magazine!

I'm so proud of Carmen. She started VFB because she had an interest in fashion and wanted to get into blogging. Now she's on her way to becoming a future fashion consultant and spokesperson. Her story is not uncommon. There are many success stories of blogs that lead to book deals, weekly columns, syndicated podcasts, record deals, jobs, or just a little extra income each month.

Take Bill Simmons for example, one of the most popular and influential sports writers of this decade. He started his site, "The Boston Sports Guy," in 1997. He has since cultivated a massive and loyal audience as a columnist on ESPN.com.

And then there's Hollywood's most hated blogger Perez Hilton, known best for "outting" celebrities. He's been featured on some of the most popular TV shows including The View, and has a nationally syndicated radio show called Radio Perez.

These are just two of the many influential bloggers. When they speak, people listen. Still, there's plenty of room in the blogosphere for new voices. All of this to say, blogging can lead to big things. Check out "From Blog to Book Deal" to read about 6 more success stories.

Spreading the LOVE this Holiday Season

2009-12-02T09:03:00.004-05:00

By: Lorne Fisher

So, it's been awhile since I've made a post, but I've been lucky that my team at Fish has been carrying the FOF torch. A strong sign of a good team when we help each other out. This idea of teamwork got me thinking about spreading the love during the holiday season. Then I read a story in today's Ad Age NL about holiday gift giving as a small agency.

The link to the post is above for all to read, but there were a couple of points Marc mentioned that really resonated with me - trust, transparency and appreciation. Some may be thinking that it's common sense to appreciate your team (and clients) and communicate with transparency, while fostering trust among all stakeholders, but not enough of businesses operate that way.

So, take some time to spread the love this holiday season. Show your team that you truly appreciate their efforts - go the extra mile to share this with them by actually taking the time to say it to their face that you appreciate all of their hard work and that they have contributed to the company's success. A bonus and holiday soiree is good, but nothing takes the place of a genuine ataboy.

Look at your partners and make sure that those relationships are built on trust and honesty. Those are the relationships that will be around through the lows and highs. We all know this the best now that 2009 is wrapping up. I'm sure those relationships have been tested this year and we're all better for it. The partners that are still around are because there is a strong level of trust between the two organizations. If these relationships are not built this way, then work to foster trust or rethink the partnership. Hard decisions are key
to prepare for 2010 and beyond.

Lastly, communicate, communicate, communicate with your team and your clients. Making sure everyone is on the same page every step of the way will fuel your success.

Happy Holidays to all!

Today, on Veterans Day, are you Thinking of Franchising?

2009-11-11T13:11:00.003-05:00

By: Kim Ryan

Since 1919, Veterans Day has been a day dedicated to honoring those who’ve served in war. In years past, we honored those who served in WWII, the Korean War and the Vietnam War. Today, we also look to a new generation of military veterans, serving in the first Gulf War, Afghanistan and Iraq. These veterans are currently returning from service in Iraq and Afghanistan with some transitioning from active duty to civilian careers.

As these veterans and retired military service members search for their next career, quite a few are choosing franchising. According to the International Franchise Association, since March of this year, 129 new veteran-franchisees have joined the ranks of small-business owners, using discounts offered by IFA member-companies. This brings the number to almost 1,500 former military personnel who have purchased franchises via IFA’s VetFran Program. And, why not? Many companies offer a 10 to 20 percent discount on the initial franchise fee. Some even offer special financing to help the veteran get started.

These financial incentives are designed to not only help veterans enter franchising, but also express appreciation for their service. It’s similar to a program like a VA loan that helps a veteran purchase a home without the hefty down payment. It’s an added benefit to recognize those who’ve made sacrifices for our great country. With these types of financial incentives offered by many big-brand franchises, as well as emerging franchises, it’s surprising that there aren’t even more military veterans taking advantage of these programs. After all, military veterans typically possess management skills and operational experience that your average entrepreneur may not have. Simply stated, they are well-suited for franchise management.

So, if you are a military veteran, it’s something to seriously consider, particularly if the idea of being your own boss, but being backed by a known, experienced brand, appeals to you. And, if you are a franchisor, particularly one who participates in VetFran or other programs like this, spread the word to veterans everywhere that you offer discounts and other incentives for these men and women in uniform. As a veteran myself, these financial incentives make me pause and wonder if I too should consider a career change to franchise ownership. It’s something to think about today, on this Veteran’s Day, as we pay tribute to all of our honored American heroes.

Why I love Twitter

2009-11-04T16:46:00.003-05:00

By: Chad Cohen

I love Twitter because of the connectivity it has brought me. I am part of a cultural revolution perhaps not seen since the rise of the industrial age. I am able to network on behalf of my agency Fish Consulting, on behalf myself personally and connect with interesting people across the spectrum of life and business.

But what would a technological revolution be without its fair share of just plain ridiculousness. In what is one of the funniest, most creative, yet silliest applications of Twitter in everyday life; I bring you the Twittering Cat Door (via a great South Florida blog Buildings and Food).

In a nut shell, somebody RFID (radio frequency identification) tagged their cat’s collars and wired their cat door to only open for them because of neighborhood strays that were eating their food. Add a camera and an Internet connection and then voilà – Twittering Cat Door.

Maybe there is an application for the franchising community somewhere in there. In the end you never know where ideas come from....

As the Traditional Media Market Shrinks, PR Goes Straight to Consumers

2009-10-29T22:34:00.000-04:00

By: Chad Cohen

During a time not too long ago, savvy marketers sought the critical endorsement of traditional media outlets because of their credibility with consumers and their much sought after reach. But with the rise of social media and a general shift in consumer media consumption, a growing number of marketers are realizing that they can engage consumers directly with original content.

Who needs broadcast TV when you have YouTube, right?

I’m not ready to abandon the one-way traditional media model just yet, but I am buoyed by the fact that I can augment conventional campaigns with content and messaging I’ve created and bring it directly to the consumer. Aside from controlling the message, I’m now also in charge of its dissemination which gives me the potential to reach a much wider audience with exactly what I want to get across.

Using YouTube can Benefit Small Businesses

2009-10-01T12:04:00.004-04:00

By: Chad Cohen

By now you probably already know what YouTube is. You’ve more than likely seen their video clips somewhere online, attached in an email from a friend or even sourced as part of a segment on national TV news. Point is that you have probably watched YouTube videos, but have you ever uploaded your own creation? My guess is probably not.

According to YouTube itself, hundreds of millions of videos are watched a day through the platform, but only a few hundred thousand videos are actually uploaded daily. People are voyeuristic by nature and the reality is that most just enjoy watching.

What’s holding you back? Your customers are obviously out there accessing YouTube on a daily basis so what’s keeping you from putting your brand message in front of them? It’s easier than you think to post a video to you YouTube and there are countless business reasons why you should do so.

First step is to log on to YouTube and create an account. It’s free, don’t worry. Next step is – you know what, forget that. Since you’ve already set up your YouTube account just watch this YouTube video about how upload your own YouTube video for the basics.

So now that your small business is part of the YouTube community, the next logically question is what now? What kind of videos do I upload?

Presentations: Today’s workforce is spread out. We have flex schedules, remote offices or we’re always on the go. So if your CEO wants to address the company, but not everyone is one place – well then just film it and upload it to YouTube. Also works if you are looking to train staff on everything from new POS software to how to improve your next sales pitch. What’s great about YouTube is that an account can also be made completely private if necessary so only authorized members can view the content.

Marketing: The old cliché rings true here – a picture is worth a thousand words. That picture can be even more powerful when they are strung together in video and shared directly with your customer base. Use YouTube to show off new product launches and increase brand awareness. Take Blendtec for example. Sometimes sticking unique things into a powerful blender is all you need to help sales skyrocket while influencing millions of consumers about your product.

Events: One of the best ways to build a community around your brand is through events. Social media channels like Twitter and Facebook have made it easier than ever to connect with core customers and promote branded events to them. But you can take it a step further by promoting the event through creative YouTube videos or posting actually videos of the event after it has occurred to continue the conservations.

These are just a few basic examples of the power that YouTube can play in your small business success. The key is just to get out there and start shooting. Get an idea, grab a camera and start filming. Be creative, be ambitious but most importantly – be engaged.

It’s Time for Small Businesses to Bet on the Real-Time Web

2009-08-23T16:22:00.003-04:00

By: Chad Cohen

Facebook, Twitter and a host of other “real-time” sites are opening up a new field of dreams for entrepreneurs and small business owners. Amid the downsized remains of Web 2.0 and online advertising and e-commerce in a slump; real-time Web presents a genuine opportunity to connect with your customers in an ongoing, collaborative and immediate way.

In the past couple years, several developments have come together to make the Web more of a real time experience – ever-present high speed Internet connections; a growing number of mobile devices such as the iPhone and Palm Pre with full Web browsers; and new Web technologies like Twitter and Skype that allow the instant transmission of messages and data. That’s a potent mix which has made online real-time communication easy and addictive.

In June alone, Twitter attracted more than 44.5 million people to its website. Facebook has more than 250 million active users and they are sharing more than 1 billion videos, photos and other content each week. The point is that what people are tweeting or sharing could be a potential indicator of their interests and intentions. When people answer the question “What are you doing?” in their status updates, their answers may reveal what they want to buy right now.

Are ReTweets Becoming the New Clip Count?

2009-08-07T14:50:00.004-04:00

By: Chad Cohen

When all it takes is a few keystrokes and a couple clicks of the mouse to send out content or information globally, those of us in the PR game must begin to place our own signature into the content we provide. The traditional world of newspapers, magazines and television is slowly shrinking around us and the way we used to do things in the PR world is evolving before our eyes. The role we play in disseminating information has been turned upside down. Twitter, Facebook, LinkedIn, YouTube, blogs, forums, message boards, Flickr and others are becoming the new media now.

While the shift may seem overwhelming, essentially it’s only changing the tools we must use to do our jobs. The premise remains the same – communicate a message to an audience and move them to action. But what is certainly different now is the fact that we’re no longer the intermediary between the client and the media. In many cases, we’ve become the expert source. With new media, the content and the content provider have merged.

We blog as an agency, Tweet as an agency and I blog personally and tweet personally as well. Our firm has a Facebook page and I have my own Facebook page as well. We’re on LinkedIn, monitor dozens and dozens of RSS feeds, read voraciously, constantly check and have a presence on other social media sites all while trying to comment on other people’s content as much as possible. It’s all necessary in today’s PR world because no longer can we work in the shadow of our clients. In today’s networked social media landscape, we’re as much a part of the brands we represent as the companies themselves. Our self image is reflected in the public’s perception of our clients.

This shift is not easy. Some will embrace it and others will not, but there is no denying that we’re undergoing another seismic shift in the business of communications. I’m on the train and enjoying the ride.

The Only Franchise Differentiator Left is Customer Service

2009-07-28T17:36:00.004-04:00

By: Chad Cohen

There is nothing like a global recession to weed out the competition and expose everyone’s vulnerabilities. Any market advantages at this point have probably been shed and what we’re left with is somewhat of a more level playing field.

Some brands see value in discounting and we’ve certainly seen our fair share of $5 value meals, 2-for-1 coupons, half off, free upgrades and giveaways. Even in our world of franchise marketing and PR, we’ve seen client budgets reduced and some eliminated all together. So what do you do now? Well, just like any brand – we focus on delivering the most memorable client experience.

Great service, just like in a restaurant or store, is what a client expects to receive. It’s the most basic of all business practices but unfortunately in the wake of a bad economy, sometimes the most easily overlooked. Thankfully, we’ve instilled that culture in our agency since its inception and it has been the catalyst which has carried us this far.

I’m amazed each time I speak to potential new clients and get a glimpse into what other agencies might be telling them in their pitch. Promises of news clip numbers and pseudo-guarantees for publicity in top tier outlets like Oprah and the Wall Street Journal are just some of the examples of the ridiculousness we’ve run across. We all want to be on Oprah, but filling a new client’s head with false hopes right from the beginning does not seem to be a sound way to begin a partnership.

For far too long, franchise PR and marketing has relied solely on the idea that a large number of media hits equates success. I disagree. It’s not that I am against securing great and large amounts of media coverage for my clients – but it has to be the right kind of coverage that helps move business forward. Unfortunately, franchising has long suffered at the hands of a few marketers who plague the industry with empty promises and little strategic thought behind a communications plan. It’s no longer enough to tell a client what they want to hear and expect that it will sustain a long-term relationship. A strategic communications partner should deliver credibility and not be afraid to provide counsel and guidance to a client no matter what the circumstances might be. That’s the mark of a real partnership – one where a PR/Marketing firm’s main objective is to help a client achieve business success. In the end, what good is a stack of clips to a client if their business is failing?

So what does it all mean? As cliché as it sounds – customer service is key. Honesty builds credibility and it must be at the foundation of sn agency’s performance. Otherwise you’re destined to bounce around in a vacuum of intentions.

Twitter – It’s Quality over Quantity

2009-07-23T11:29:00.003-04:00

By: Chad Cohen

I’m continually surprised by PR and marketing folks who equate the number of Twitter followers to success in social media. I saw it most recently from a CEO of an agency in our industry and it reeks of self gratification and places emphasis in the wrong place. While you may have 2,000 followers – how valuable are they? Too much importance is being put on the actual number of followers opposed to how valuable those followers are to you.

Let me be clear though. I’m not opposed to having a significant following. There are plenty of folks out there who have thousands of followers and continually generate interesting content. I absolutely love following those people and they are a valuable part of my network, but what I want to emphasize is that you don’t need a lot of the wrong followers. What are you gaining by a large empty vacuum of followers who are not listening to you; let alone interacting with you?

Your Twitter stream is one of the most valuable listening and information tools about you, your company and your clients – so why dilute it with the chaos and noise that surrounds auto-gathering follower services? Followers who aren’t listening to what you say diminishes your value as communicator and marketer. Plus, I believe overinflated follower numbers are a turn off for those looking to make a meaningful connection. I tweet and build my following and that of our agency because of my genuine desire to interact with content and people and not because we’re trying to self justify our presence in social media. Followers are not a status symbol!

Unfortunately this is a common mistake that people make with Twitter or social media platforms in general. Quantity does not matter more than quality! Thousands of followers not listening to what you have to say aren’t worth much at all compared to a concentrated core of influencers generally interested in the content you push out. Value in social media and on Twitter is based on interaction, strength of relationships and the integrity with which you use the tool. The idea that you can just jump on Twitter and get in front of thousands of people with your ideas is ridiculous and a sham.

Follow people because you know them, want to get to know them, know someone who knows them or because you like what they stand for. Cut the crap and build meaningful relationships and you’ll harness the true power of Twitter. There are real people behind tweets so treat them as such.

The Blurring Lines of Social Media – Corporate vs. Personal

2009-07-17T11:31:00.003-04:00

By: Chad Cohen

As we dig deeper into Web 2.0 and social media; an emerging trend of ordinary people having a micro influence on the macro Internet world is developing. What is of particular interest to me are the potential risks, upsides and downsides of this activity and how it relates to your full time profession.

Where does the dichotomy lie between me the individual and the full time employee of the company I work for? These lines are becoming increasingly blurry as social media continues to become more a part of mainstream life and corporate brand building. How do we navigate between the two online personas and do we really have to?

Here is the simple truth in my opinion. If you are going to have your company play on the social web, then you have to be ready for full contact sport which includes unpredictable scenarios. The latest evolution of the web and the ways business tap into social media are enabled by really cool technology; but fueled by live people like you and me. This means that people bring their existing online social networks into your organization and conversely bring your business into their networks. Some of us are also able to put our companies first in our online profiles, thereby building equity through our jobs.

In either scenario, there is still common ground because the social web is personal and dependent upon people. That’s what makes it so engaging and that’s what can make it so messy. It’s powered by people and people are inherently messy. If your company, or you as the individual, don’t like this; then I suggest you stay out of the pool and don’t bother investing in social media because it’s not an automated, quick or easy solution. You have to put a certain amount of faith in your employees and in your brand.

At the end of the day, social media and Web 2.0 is blurring the line between individuals and brands. It's not exactly clear what the rules of engagement are in these scenarios. But they will undoubtedly emerge as more companies put their people on the front lines of communicating their brand identities.

Yelp Right Back and Set Your Brand Identity Straight

2009-07-15T16:03:00.010-04:00

By: Chad Cohen

Recently read a cool article from July print edition of QSR Magazine in the Short Order section about how Yelp.com is now letting business owners and restaurateurs set the record straight. For some time now Yelp has either been a thorn in the side or a blessing for businesses because it allowed customers to post comments and reviews of their experiences. Problem was that operators could not publicly respond.

But times have changed and rebuttals are fair game in the Yelp world these days. The company recently changed course and has launched a public response feature allowing business owners to publicly address reviews. Previously, the only way business owners could respond on Yelp was via a private messaging feature to the reviewer through their site.

This kind of power is a good thing and can help set the record straight in many cases, but operators beware. Replying to reviews in every circumstance might not be beneficial to your brand. Sometimes you have to learn to roll with the punches and take the good with the bad. Criticism will always be a part of the game and how you deal with it determines your character.

To respond publicly, business owners need to sign up for a Yelp.com business owners account and follow the site’s guidelines. Cool stuff developing on this public forum.

Steals & Deals: Real Estate is Out There

2009-07-15T14:39:00.003-04:00

By: Chad Cohen

Even in the face of sluggish economy, there are some bright spots amid the franchising landscape. Darkened store fronts are proving to be a boon for operators who are willing to look beyond the short term and bet on future financial stability and reinvigorated consumer spending.

Vacancy rates are rising across the country and savvy franchisors are seeing real estate opportunities that may only come around once every 20 years. Renters have the power in the marketplace now because landlords are looking to keep their centers full and operational. Research from most property analysis firms shows that rents per square foot are down all across the country. It’s kind of a perfect storm for brands with big enough ships or smart enough captains.

Even with banks holding the lines tight on credit and landlords sitting on cash like medieval kings, deals are available. Key is to properly evaluate the opportunity and determine if market trends will continue in those particular locations. Centers struggle for a reason and it’s your job to figure out why. Think about what’s going on around you and not just about the square footage.

Are You Loan Worthy?

2009-06-30T12:22:00.004-04:00

By: Chad Cohen

The economy may have dried up quicker than a spilled canteen in the Mojave Desert, but that doesn’t mean you can’t access the capital you need to start, revitalize or expand your business. In today’s new business landscape, you got to dress for success. Make yourself look as loan worthy as possible. Dust off the suit, polish the shoes and press your nicest button down shirt. If it were only that easy….

As a small business owner, you’ve got to have a plan. Now is the time to think through the whole process and it better be long before you’re sitting in the parking lot waiting for your meeting with the lender to start. You get one shot at this so you better make it count.

Come in with a strong pitch that states who you are, what you do and why your business is special. Understand the challenges facing your industry and what solutions do you bring to the table. You can’t focus solely on opportunities, because a lender is going to want to know how you plan to avoid the landmines.

Some additional top line things to consider:

Timeframe – how quickly do you need the cash? The less urgent your needs, the less risky you might appear. Anticipate your needs instead of reacting to them.

Be Specific – honestly, what is the money for? A lender wants to know the truth and the more specific you are about financing needs; the more likely you’ll be to find a source for those funds.

Sound Business Plan – does the capital you need reflect your plan of attack? If you’re all over the place, a lender will sniff it out quickly and you’re back to playing the lottery.

Surround Yourself with Good People – the old cliché rings true: a team is only as good as its weakest link. A solid management team will do wonders in the eyes of a lender and ultimately could tip their decision in your favor in the end.

Journalists Tweeting all Across the Newsroom

2009-06-24T15:17:00.008-04:00

Guest blog post today on Fish on Franchising from South Florida's Brickell Life blog. Great insight into the Twitterverse and how journalists are adapting the technology to their craft.

Twitter’s role in the Iranian election aftermath leaves no doubt about the platform’s social relevance and its power as a global, real time citizen journalism news source. It can no longer be considered just a zone for personal triviality about lunch at the local deli and the quality of its tuna salad. But what did unfold following the Iranian protests was Twitter’s coming of age as a content generator for traditional media outlets.

Just look around our local social media landscape if you’re still questioning Twitter’s relevance. Journalists from every publication across South Florida where Fish Consulting is headquartered are embracing the medium with varying degrees of success. The Miami Herald, Sun-Sentinel, New Times, and WTVJ, among others are all involved. Some outlets, like the Herald and Sun-Sentinel are even sponsoring Tweetups so local Tweeps can network with each other and the newsroom staff. I recently attended the Herald’s Tweetup at Tobacco Road and was pleasantly surprised to see so many reporters out there embracing the medium and connecting with their audience. Miami Herald newsroom staff members Bridget Carey, Doug Hanks, Niala Boodhoo, Bea Garcia and Terence Shepherd, among many others, were all on hand to talk about South Florida, social media and what makes our city tick.

While many journalists recognize the importance of Twitter’s power as a reporting tool, there are still many in the media ranks that are reluctant to embrace the new technology. I’m not sure of the Herald’s policy for tweeting on the job, but some of the nation’s outlets like the Wall Street Journal, New York Times and Bloomberg have all introduced conservative codes of conduct for social media in the newsroom. I’m sure it stems from the fear of mixing both the personal and professional aspects of social media, but I argue that is what makes reporters and news organizations more relevant. The increased human interaction between reader and reporter is what connects us to the Miami Herald example like never before.

And while I’m convinced that Twitter is now a vital journalistic tool for both reporting events and breaking down the traditional barriers between media and its audience, there are still lingering questions about the rules of engagement in the newsroom. As Twitter becomes more entrenched in daily reporting practices, will new editorial guidelines pop up to govern behavior? Where is the line drawn between what is personally written on Twitter and what is professional pushed out? Once you’ve tweeted, it becomes a permanent matter of public record, which begs the question: should newsrooms establish guidelines to identify a tweet’s authenticity or attribute a proper source? If a journalists retweets something which later proves to be false – particularly in the context of a crisis like in Iran or during a hurricane in South Florida – how will we judge that reporter and the respective media outlet?

In the end, I’m not suggesting that our local reporters shy away from the platform. I would argue the exact opposite. Local journalists on Twitter have ushered in a new community-based era of collaborative networking and storytelling. It’s been an incredible transformation in such a short period of time and what I’m really interested in is where this is taking us and how we will all grow with it.