Even when I was younger I was always questioning the process of everything. This habit led me to seek out and follow the process and those implementing the policies & procedures around me.

Who were these people in charge?

Whether in university leadership programs or professional associations I have taken an interest in the steering mechanisms behind my surroundings. By following the paths of leaders I have found the movers & shakers in my communities and given myself the opportunity to analyze the process & situations within each.

Ghandi said, “Be the Change”- I say, “Be the Challenger”- question the working parts, analyze the tasks at hand, look for and recognize inefficiencies in the process and address the policies and procedures that are not working.

Being the Challenger isn’t about pointing out the negative. It also means recognizing and building on strengths. Your own strengths, the strengths of others and the strengths of the situations. Bring these together and focus on those few things that work well and function best.

What do you challenge?

-Mike Toner

www.miketoner.com

What are your thoughts and wishes?

What are your dreams, hopes and worries? Day in and day out I know what bothers me and what I need, but I believe it is more rewarding to know I can help others.

Whether it’s physically, mentally, spiritually, or emotionally- helping someone find direction or explore their passions is an awesome thing. By reaching out and extending a helping hand you make yourself welcoming and accessible.

I also like it when my friends reach out and make me think.

A good friend mentioned that my blog doesn’t exactly translate who I am. Got any advice?

-Mike Toner

www.miketoner.com

Photo Credit: lissalou66

Sometimes a case of writers block takes a change of scenery, a new journal and a nice pen to get my thoughts and ideas onto the paper.

As you may have noticed, I write with a rational, cause-and-effect tone. This is me, this is how I write, but often I get stuck in this cause and effect mindset.

It makes sense- we all find a way to do thing things we’re good at. We all like to practice the things we enjoy and we continually do the things which we know we can complete, right?

“Practice means to perform, over and over again in the face of all obstacles, some act of vision, of faith, of desire. Practice is a means of inviting the perfection desired.”- Martha Graham

So, I’m gonna step out of my comfort zone and start practicing the hard things.

Writing with emotion is hard for me.

College students about to enter the workforce during these weak economic times have an opportunity to control what their potential employers will know and need to know about them- at least more than a paper resume could ever show. It wasn’t so long ago that I was applying for my job and I relied predominately on a piece of 8 1/2 x 11 1/2 piece of paper.

I crammed as much text as possible onto that resume. My reputation lay in the hands of the information I presented here and maybe the three individuals I list at the bottom as references.

If Barrack Obama taught us anything over the course of his campaign it was how influential an online resume can be. He built an online network unlike any other and used it to supplement his traditional campaign.

In the end, he used social media to get the job, so-to-speak.

The blending of real world networking and online social networking can be the difference between getting your first interview and getting your first job.

For the seniors in college, I encourage you to think about hard your facebook profile and yes, delete pictures that put your reputation in question. Share your life online, share your experiences, but share wisely.

Your employers will google you.

Those results are your new resume.

This is a follow up to my thoughts from Monday’s post on customer service.

I believe that every conversation with a potential customer is a representation of the larger organization; you are now acting as the company. In the same way, every performance for a stage actor is a representation of the way the playwright intended the script to be performed, mostly a larger depiction of reality.

Now lets take customer service as a new character role:

Service Provider: Not always seen as a hero, SP is the complicated antagonist of the play. After generations of observing good service he or she uses their experience, along with the desire to help to increase the position as a service provider. He or she is often forced to depend on the kindness of their customers.

On the flip side, it’s often difficult to recognize good customer service and even harder to BE A good customer. Yes, that’s right, as the customer you must be willing to listen and be receptive to the service offered to you.

Customer: Often not ready for a new process or sequence and can be easily caught off guard. During his or her ‘demanding moments,’ customer is at their worst. In contrast, the quieter times seem good and this leading character will willingly engage in an interchange of questions and answers with SP.

As an audience member, there are certain rules or etiquettes that should be followed by all parties involved. As with theatre, there is an expectation that the show will be professional.

Do you recognize good customer service? Moreover, are you good at being a customer?

What characteristics does each portray?

Photo by: Tabbi Kat

As I headed to the Kennedy Center last night for a show, I began thinking about the preparation involved in stage production and what an immense undertaking it is. The behind the scenes work takes months to produce a seemingly effortless result; the performance.

I was always taught that the trick to acting is to make each performance seem like the first time. To make each word and motion authentic to the moment, current and un-contrived.

I believe the same idea applies to real life and to business, especially from a customer service standpoint. Each interaction with a customer or client should feel real, not a canned corporate answer and definitely should not sound like a rehearsed script.

No matter the interaction, act as though you are the only personal contact that the customer has with your company. Be prepared and behave as though the entire company’s image depends on you.

More on this tomorrow…

Photo by: Beck Exposed

Do marketers avoid being persuaded by their own art?

Or do marketers love the hypnosis that comes from their own craft?

Over the past 3 years I’ve worked with a lot of marketing and PR professionals. As a result of the work I see happening around me I have become much more aware of my surroundings and the messages that are being sent to be from products and logos. Simultaneously, I have found myself analyzing and critiquing advertising campaigns.

I feel comfortable saying that most folks find a little enjoyment in making sure Apple doesn’t do something politically incorrect, or that Coca Cola doesn’t run into a communication crisis over water pollution or something, right?

We all want brands to do well- but not too well. I also think that fans of good branding campaigns enjoy that the message being received by them also says something about them.

But I wonder if marketers are a little too keen on the meanings of messages and ads they see in their everyday lives? Take McDonalds Olympic ads: I know that Olympians don’t eat McDonalds and drink soda. Or what about Gas and oil companies? We have all noticed an increasing amount of commercials and positive green campaigns. But- because I recognize the message being sent, what does that say about me? I still eat McDonalds. I still buy gas.

I think the interview with Exxon’s CEO, Rex Tillerman was one of the best examples of a company explaining themselves. He said his job is to provide, fast and reliable energy.”- That’s it- Not to save the world. Remember, he wants to get paid just like you and I – and I think he was correct in saying this isn’t up to just Exxon.

Consumers have the power. If we continue to buy cars that run on gas -we fuel the flames- so to speak. He explains that there is not just one simple solution; this will take a hybrid (some jokes?) approach. We will need to combine other energy sources; sun, water, light & wind, to create a balanced energy solution. Now I sound like a politician…

I believe that Exxon and others like them can sit back and wait for their consumers to tip the multi-faceted energy scales from oil to something else. But Green Ad’s do nothing for me.

We have to walk the walk first to bring about change- literally, walk.

When is bike to work day? Did I miss it?

Money, Money, Money. Do I get any part of this $700 billion bailout?

NO?! Why NOT?

Money’s tight. We all are feeling the crunch that our government and our banks have us in.

Part of me wishes the U.S. had just left the banks to their own devices. Let ‘em fail. I know, I know, this may have brought about another Great Depression, right? But maybe it would help eliminate the sense of entitlement we have. I’m mostly talking about the people who think because they have a credit card with a $10,000 limit they can buy 10 grand worth of clothes and tv’s.

There is definitely a connection between this sense of entitlement and what it means to live within your means. Earning a days wage and saving money isn’t what it once was.

The problem is bigger than us. The flow of money is complicated, so much so, that had the banks failed I think we would have seen a ‘grand depression’- yes- but only for a short time- long enough for a new wave of entrepreneurs and new ideas to take the lead and build our economy from the ground up.

Fixing a complicated and intricate economic process by throwing $700 billion may hold off the problem for a few years- but it is not a fix.

Welcome to the totally redesigned MikeToner.com! This is the third redesign I’ve been through. The first website I created back in June 2002 was a static iWeb site hosted via godaddy with a blog that was really hard to update. I was having to manually update blog posts to my site via FTP. This made things way too difficult!

I made the decision after graduating college to move my blog to a blogger site that was much easier to update. The link to my blog was sort of cheesy though. It was hosted on the static site (as shown above) but linked to the blogger website- http://mike-toner.blogspot.com/

It made my life easy, but I felt like I was sacrificing design for convenience. I wanted the ability to really customize it.

So, here we are… Welcome to MikeToner.com version 3.0. I have upgraded to wordpress, designed a logo and created a custom theme with the help of Tony at Razolution. Bascially, I wanted a design that demonstrates my unpredictable style but kept the business of the blog in the forefront. What do ya think? Did we accomplish that?

With the redesign comes a re-focus. I have “re-thought” my use of this site and made a conscious decision to be more involved with my friends, colleagues and clients via the internet. I have begun to realize a fusion of my work life and personal life and hope that I can help facilitate the integrations of work and play via my website.

I know that my positive outlook on life is something I want to share. I know that my relationship is something I want to be open about; I know that that I love my job and want to talk about the lessons I learn and share my knowledge of marketing and social media with you.

This is going to be a hard balance to achieve- so stick with me here. Perhaps think about signing up for the email subscription at the top?

On Thursday I’ve got a video which I think you’ll enjoy.

-Mike Toner

www.MikeToner.com

I believe that humans associate peace with individual responsibility and with equality. With all the talk of social media being about conversations, why not talk about something other than the medium itself. Why not peace?

There is no doubt that we must turn to grass roots efforts and cultural understanding to define peace. Most would agree that peace does not happen in the transactions of state leaders and governments, but that peace occurs in the transformations of whole societies through social revolution which crosses states and ignores borders to connect people and groups globally.

Isn’t social media, including the values of transparency, authenticity, respect and accountability and a step in the right direction?

Peace has to be social.