A great post by Phil Butler that embodies not just real estate in Pittsburgh, but the all-around view of internet advertising and presence.  ENJOY!

Branching out into Real Estate, our team has found a fascinating industry still there, waiting to be fully integrated digitally. Property is, actually the world’s most critical industry if you think about it. But, doing some image research for a Ryan Cox story today, I discovered at least one city not only in need of online consult, but one begging for anyone with an inkling of digital awareness – yes, Pittsburgh real estate is in the Stone Age.

Online gurus and net citizens even speak in terms of the digital conversation, being engaged, connected, interactive, social sphere, and so on. To be sure, some Web dogma is pure hype – an over stimulated sense of two distinct world’s seamlessly integrating – humbug on that, but turning on and tuning into this channel is a business reality. Sadly though, one not-one-single-solitary Pittsburgh Real Estate company has done – at all. Pitiful, inept, brand unawareness, no digital footprint, whatever negative you want to use to describe Pittsburgh Realtors, WWW-wise, the verdict is guilty.

I know, you are thinking; “Oh no, here it comes!” Well, you are right. Searching for one listing, one photo of a suitable to talk about, one plug for a worthy agent in Pennsylvania’s second largest city – home of the Pittsburgh Steelers for crying out loud – and emptiness? Folks, I am not the world’s greatest Internet searcher – but he talks to me. Empty handed even to do a kind deed for Pittsburgh?

Pittsburgh, 4th – Pittsburgh Realtors, Dead Last

The article on our new real estate news site, RealtyBizNews, covered Zillow’s placement of Pittsburgh at number 4 among the top ten US cities to move to. Given these times, a shot in the arm for Pittsburgh PR and the home market. But just try to find a decent listing of a high rise or downtown condo – or a Real Estate site you would dare try and navigate. Nada – none – not one – nary – nicht – nyet – not a dad gum one, not in over an hour of searching keywords and phrases. Evidently SEO in Pittsburgh is non-existent too – or else technology passed the place by? Oh, but Google just moved there – small wonder, they are needed.

Top SPAM, I mean Howard Hanna, I mean Google results for Pitt real estate

Ok, I could go on an on. For your sanity and mine, let me just lam-blast the top search entries for Pittsburgh real estate, and luxury condos in Pittsburgh, just to simplify – my partner (one of the world’s top SEO experts) says over my shoulder; “Maybe they don’t want to be found?” Except for Howard Hanna, whose SEO techniques might not impress Google now, I think they are just lazy and uninformed myself – I mean look at the so called Condo Queen in Ottawa here – no lazy Internet engagement there. But on to the list.

Howard Hanna. One of the largest and most successful real estate companies anywhere, one that sells a home every 16 seconds (according to them), creates a website that is something out of the dot com era. The problem? Well, besides looking like a bad marketing ploy, and having horrible navigation, the site’s biggest problem is the presentation of even the most exclusive of homes.

If you were Daddy Warbucks and were looking thru HH’s images, you would search homes elsewhere. A nearly $6 million dollar home (and many other exclusive properties) showcased in a crummy viewer 375 pixels wide? Can you say “tacky?” I link to their Facebook following via the link back there because I could not find their Twitter account, and the FB engagement needs fans – please join.

YOU TOO CAN OWN YOUR OWN $6 MILLION DOLLAR HOME!

Northwood Realty – This site is not so ugly. It is a bit difficult to imagine it being the second choice in Pittsburgh Real Estate, and I get a bit dizzy from the scrolling images, but that’s just me. Okay, you want me to get brutal again. The navigation is archaic, the graphics pitiful, and Tom Hosack, CEO and President may not realize it, but his name as a brand is smacked on top of mediocrity. There is no clue here that this real estate company is in this century actually. I won’t get into an in depth analysis, unless of course “anyone” comes to argue. Pittsburgh’s second Google appearance has already lost no telling how much in opportunity cost. Think about it Tom.

Northwoods listing for all homes show the worst side - sales 101 grade "F"

PittsburghMoves.com is actually the lone shining spot for an otherwise dark and dismal Pittsburgh digital real estate landscape. Their Coldwell Banker cutout is not so terrible as to scare off the determined buyer. Some crummy nav elements, no breathtaking images, nothing to make the even Bedrock citizens feel at home – this is still mediocrity, especially from one of the most respected Real Estate companies in America.

To be honest, I am already depressed, let’s leave any further scrutiny for when anyone comes to argue the point. It is a good thing the tabs are nice in the screen below, my $2 million dollar home would not be listed here. At best  these guys could be called “upscale Bedrock” – no more.

List your million dollar home on a website made for candles and bath oils.

When I landed on Prudential Preferred Realty, my spirits were lifted briefly. The minimalist design elements, and the little Twitter and Facebook icons held promise (You’re welcome for the links). But alas, tweeting twice every week to 200 followers? This is something Mr. Slate, I mean Ron Croushore (PittsburghMoves owner) should engage with. I mean if he really cares about meeting new buyers.

PittsburghMoves may actually be the worst of the lot when you think about it. A decent website, a market that should be growing, even some knowledge of social channels, and “poof” – a ruffling of feathers, nothing more. But one single feature of Ron’s agency, one redeeming facet, is the fact that his team utilizes a decent virtual tour system where a potential buyer could benefit from today’s tech. Click on the link beneath the $2.7 million dollar home in the image below. (just click the image to go there)

Prudential Preferred Realty luxury listings - click to go to virtual tour

Pittsburghrealestate.com – Achieve Realty’s entry into the vast possibility of online marketing? Well. What do you say about a real estate website that does not even have featured listings in the city they market? The image below is underneath the action call to see “featured properties” – evidently Achieve is waiting for Google to take over real estate too – the Google ads are the only echo there. In fact most of the tabs head to nowhere? Maybe they moved out? I could not easily find out anything here?

Unluckily for the web design company who created this masterpiece, the copyright was never purchased evidently. A big “no no” for any serious online company. OneSky Media has to be proud of this one. (yeah, I’m on a roll)

Pittsburgh Real Estate dot com - ho hum

Dishonorable Mention & Exclusive High Rise Opportunity

Just looking at this menagerie of miserable and mediocre mutton headed attempts at eCommerce is making even me weary. It is so inconceivable that a city of 2.5 million anywhere could have such poor representation. And I bet these agents are whining like babies over how bad things are. Well, let’s just take a quick look at one more and a bit of a case study in Google real estate searches. Looking at multi-million dollar entities that one would think could shine – pads for rich peeps, so to speak – the digital prairie in Pittsburgh is here too strewn with bologna sandwiches rather than prime rib.

YouShouldOwn.com – Cleveland Ohio Real Estate. Do you see anything wrong here? Don’t leave your seat. This Remax “cookie cutter” site is pure Bedrock Drive In classic.  The owner of this site is an Ohio agent whom I will not cast the shadow on. Suffice it to say the lady has engaged nicely via Facebook & Twitter (though you have to Google her to find them) and etc., but she should have opted for one of Remax’s new agent sites, should they offer such.

The Remax main site is not so terrible. Like Hanna Montana, uh – Howard Hanna above, even the multi-million dollar properties are graphically represented via big thumbnails basically. This scraped data will likely not please Google in from now on either. Think “source site” on finding real estate in Pittsburgh soon. Even Betty Rubble’s real estate agency does better.

Betty Rubble, I mean YouShouldOwn Real Estate website (Ohio?)

Carlyle Condominiums tried. I think they really did. But they just don’t get it. E.V. Bishoff Company, the guys who developed this exclusive bit of Pittsburgh real estate, never considered the Internet using millionaire who might buy Carlyle’s penthouse. Even than pinnacle of “three rivers” wonder has been so under-marketed. The Carlyle website reveals nothing of this property’s luxury or sophistication, what a shame.

Let me take a second to demonstrate something. The reader does not need to see the Carlyle website any way, take my word, is sucks. Look at the Google image search below for an indicator of  Bishoff’s  ”massive” marketing for this property. Take note of how few images appear of the place, how small they are – Google puts premium content to the forefront – you know, the highly publicized stuff.

Searching everywhere for a condo - can't find it in Pittsburgh

I kid you not, a chance, random, and quite fair search of Seattle luxury high rise condo took me to a top result which made Pittsburgh’s Realtors look even more primitive. The fist result you say? Harvard & Highland. Granted their website is a bit more show than go (graphics but no depth) but Google and I found what we were looking for – exclusive, luxury condos. What’s more, H & H have actually interjected their marketing into the “high rise” landscape. They are competitors with their historic, yet “low rise” park offerings in historic uptown Seattle. How’s that for edgy?

The image below conveys what every real estate company should want – crisp, clean, high resolution perfection, not showy, but clearly attractive and easy to use. These people know their work. And no, they are not paying us – perhaps these others should be though.

Harvard & Highland's classy edge

In summary, right-down-the-line Harvard & Howard, our chance meeting property peeps covered the needs from, audio visual accommodation in their units to the landscaping and garden sculptures. Perfect navigation, SEO, aesthetics, blah blah. This Goodman Real Estate branch, matches the company’s corporate brand. And if this company were in Pittsburgh? They would carve a swatch wider than John Wayne through the mob there. Sorry, just had to say.

I know the poor devils I hammer up there are asking; “What did we do to serve this?” Even the reader may wonder. Well, let me tell you. No one is perfect. But then, not many have the resources some of these businesses do either. Let me express this via something really wise someone once said;

“Excellence can be obtained if you:
…care more than others think is wise;
…risk more than others think is safe;
…dream more than others think is practical;
…expect more than others think is possible.”

I rest this case. But if you want to sell your high end property (or any for that matter) in Pittsburgh, I suggest you call or email John Goodman, or look up RealtyBiz’s Condo Queen Marnie Bennett, I have little doubt either of them could sell your condo at a distance better.

About the Author

Phil Butler is editor-in-chief of Everything PR and senior partner at Pamil Visions PR. He’s a widely cited authority on beta startups, search engines and public relations issues, and he has covered tech news since 2004. Phil wrote in the past for ReadWriteWeb, Mashable, Profy, SitePoint, Search Engine Journal, AltSearchEngines. Follow Phil on Twitter or send him an email at phil [at] pamil-visions [dot] com.

The Continuing Rise of Social Media Management

As we dive into the deep end of Social Media, my hope is provide beneficial information on the subject. Whether it’s something you can apply to your current Social Media experience or simply a small nugget of thought that makes you stop and think, or, better yet, leads to an A-HA moment, my goal is to provide some insights on a topic I’m very passionate about.

So when I hear someone say that “Social Media is nothing more than a waste of time” or “No, I’ve never tried it, but I know it can’t work for my business,” well, please forgive me for getting a tad bit peeved.

Resistance to change is nothing more than an all-access, VIP pass to a life in the stone age. If you want to get left behind and watch your fellow man evolve while you stay stagnant or, worse, watch your competitors soar to dizzying heights thanks to a forward-thinking social strategy while you meticulously flush precious dollars down the drain paying for ads in yellow books, then by all means, resist change.

The world is a social place now, more so than it ever was, because the tools are now available to make it so. And translating this social trend to business has yet to reach its apex…meaning there’s still room on the gravy train for you to come aboard.

As I venture out into the world and discuss Social Media with various entrepreneurs, business managers, and independent contractors, one of the biggest negatives I hear about is lack of time. With the rigors of an everyday schedule already a bear, most simply don’t have the time to effectively learn, implement, and manage a Social Media strategy.

If this sounds like you, you most likely see the value, but lack the time to make it all come together and benefit your business.

This is why Social Media Management is spiking. Social Media Managers build your brand image and reputation on sites like Facebook, Twitter, YouTube, Foursquare, Posterous, Linked In, and others, for you. This allows you to focus your efforts on what’s made you successful while opening up brand new doors in the ’21st Century Marketing’ realm.

If you are in a position where you want to put Social Media to work for you, but don’t have the time to do it yourself, here are 8 Reasons Why You Need a Social Media Manager:

1. Sign of the Times - As more people flock to Social Media, a lack of presence does not bode well for your long-term results. You need to stake your claim in this arena immediately, and a Social Media Manager can make this happen for you.

2. No Heavy Lifting - You’ll have the option to dictate what your Social Media Manager shares, but they’ll do all the work for you. Creating campaigns, building your following, promoting your ideas, and communicating with your customers…this is your Manager’s job. Basically, a good Social Media Manager will make you look like a rock star!

3. Consistency - One of the biggest mistakes you can make with Social Media is setting up an account and infrequently updating your followers and fans. A Social Media Manager can assure updates are provided on a consistent basis, thus keeping your fans in the loop and your networks as current as possible.

4. Image/Reputation Management - Social Media gives your customer a voice and allows you to solve their problems in a public forum, in front of the eyes of many people. This shows your level of care and will make building and maintaining a strong rapport with your customer base much easier.

5. Authority – Educating your customer base on your company and industry will position you as an expert at what you do. And naturally, people want to do business with an expert. Provide your customers with exactly what they’re looking for and they’ll continue to come back to you time and again.

6. Sociability - Even with an effective Social Media Manager handling your efforts, you still have the ability to personally communicate through Facebook, Twitter, etc. Your own contributions, time permitting, will only make the efforts of your Social Media Manager stronger and more effective. Giving customers a direct connection to the head honcho builds a near-unbreakable bond of loyalty.

7. The “Hip” Factor - Location-based social networking is all the rage right now, and as an avid Social Media enthusiast myself, I get extremely giddy when I go to a bar or restaurant that offers me a discount for checking-in on Foursquare. It shows me that establishment understands how to be current. Using these networks shows you’re “hip” to the times and want to reward your customers for spreading the word about your locale.

8. Ability to Adapt - It’s a transparent, brave new world out there. And a lack of Social Media presence may make current and potential customers scratch their heads and wonder if you “get it.” Nip those concerns in the bud by starting a blog, building a Facebook Fan Page, creating a Twitter account, and giving your customers a peek “behind the curtain” as to what you’re all about. And, as the theme of this article has been, use a Social Media Manager to make it all come together!

In need of a good Social Media Manager? Click Here

The Social Media Mastermind is your daily look inside the world of Social Media. Here you'll learn quick tips that will enhance your social networking experiences. You'll also get a front-row ticket for some venting, ranting, and raving. Either way, you'll walk away with something beneficial! 

Today we take a look at a line of thought I assumed had died...

"Those People Who Twitter? WTF is that?!"

I spent this past weekend in my very small hometown celebrating the annual Italian Festival and spending time with friends and family. I got to catch up with some folks I hadn't seen in a while. I talked fantasy football with several people as we get ready for our respective drafts in the next couple of weeks. I became mayor of the Bradford Italian Club on Foursquare. And I had some pretty damn good sausage and peppers. All in all, it was a great weekend.

However, a couple interesting conversations left me scratching my head. In fact, one was so outdated, it made me chuckle.

On Saturday, I went to a friend's "stag party." For those unaware of this concept, a stag party is a bachelor party where guys get together, play poker, cornhole, horseshoes, etc, drink, eat, and contribute money to the groom-to-be in an effort to alleviate some of the cost of the wedding. Trying to help my friend get more people to his party, I posted a Foursquare check-in explaining where I was, why I was there, and why others should come join the festivities. Of course, I sent the update to Facebook because, as I discovered, it's pretty much the only social network that gets any play in our humble little town.

Not even five minutes into my stint at this party did a conversation break out about the uselessness of Social Media sites like Facebook. "I'm at the store...WHO GIVES A SH#T?!" was a statement made by one of my friends. Another one followed that up with "What's worse than that are these people who Twitter." I laughed as I mentioned a core part of my business was Social Media Management and Promotion and even went to the trouble of explaining my recent check-in in hopes of getting some extra bodies to the party...to which I got some blank stares.

Fast-forward to a cookout with my family the next night. My uncle went on a rant about how Facebook was useless because he didn't see the point of updating people about the fact that he went to the bathroom, then went to the store, then came home, then went to bed. It actually sparked some good debate, with the conversation ending with the majority of my family who uses Facebook agreeing that FarmVille is, and I quote, "stupid."

I woke up this morning and began reflecting on the weekend, mostly thinking about the unexpected Social Media conversations/debates I endured. I couldn't help but ask myself one question: Are things really that far behind in my little town?

I'm not ignorant to the fact that Social Media will always have its detractors, nor am I in a position where I feel the need to be a pioneer that changes the mindset of those opposed or oblivious to the power Social Media wields. If you see it as a waste of time and have fully committed yourself to that belief, there's not much that can be done to change it. What struck me as "stone-age" was the arguments made against Social Media this past weekend were the ones I heard when this worldwide phenomenon was in its infancy.

New debates like privacy, functionality, user experience, spam and overall relevance are the topics I feel are most prevalent in today's Social Mediasphere. Perhaps it's the fact I spend so much time learning and utilizing these networks that my own disposition has evolved passed this argument. Or, perhaps it's an inability to look beyond what a small segment considers "a waste of time" to the true value and power these networks provide.

In any event, it was a unique change of pace to get taken back in time to a perspective I thought no longer had a pulse. I'm sure the detractors will continue to lead their movement against all social media development going forward, and damn it, the First Amendment gives them that right. I just hope my next trip home this upcoming weekend for my buddy's wedding doesn't involve a conversation about how cool this new website known as MySpace is. :)

How about you? Did you think this perspective was dead as well? Leave your comments below!

Jason Cercone is the Co-Founder of LinXone Solutions, a Social Media Management and Inbound Marketing agency based in Pittsburgh. Get more from Jason on Twitter

Erica OGrady: “Make people around you more successful than you are.” – @ericaogrady

This quote was lifted from a tremendously informative article I read this morning called “60 Ways to Increase Your Influence,” featured on the Copyblogger blog. The whole article provides fantastic insight from pioneers who have built their influence all across the World Wide Web. But Erica’s quote stuck out the most to me because A) I firmly believe in her message, and B) It makes reference to my all-time favorite professional wrestler.

Anyone who knows me well is fully aware that I love professional wrestling. Through the industry’s ups and downs, I’ve stayed loyal and followed the product. Though sometimes turning away, something always brings me back. I’ve been watching since I was five, and 25 years later, my addiction to the “male soap opera” still burns on.

My all-time favorite is Nature Boy Ric Flair. For those who aren’t familiar with wrestling circles (or are too proud to admit it. C’mon, we know you’re tuning in every week!), Flair was the influential force behind the National Wrestling Alliance in the 1980′s. He owned the title of World Heavyweight Champion a record 16-times in his illustrious career and had the ability to play the babyface (good guy) or the heel (bad guy) to impeccable perfection. Whether he was the guy you loved or the guy you hated, he knew exactly how to get a reaction from the crowd.

Many casual wrestling fans relate the sport to Hulk Hogan, mainly because he had the marketing machine of the World Wrestling Federation, now known as World Wrestling Entertainment, behind him. But I share the same viewpoint as Flair himself: “If the NWA had the ability and budget to market their characters the way the WWF did, Hulk Hogan would’ve been in the first match of the night.”

One of Flair’s greatest attributes, of which he has several, and it’s the one that relates closest to Erica’s aforementioned quote, was his ability to make his opponent, no matter who he was, look like an absolute superstar. He could take a virtual unknown and make him look like wrestling’s “next big thing.”

His legendary feuds with wrestlers like Terry Funk, Lex Luger, Sting and Ricky Steamboat put those wrestlers on the map. And although they were “over” in their own right, Flair’s ability to transform them into championship material truly put them over the top.

Even today, at the tender age of 61, he’s still putting guys over and making them look like gods among men. Wrestling and managing in TNA Wrestling, he’s currently in a battle with youngster Jay Lethal and doing the same thing he’s done for every other wrestler he’s squared off against: making him look great.

The ability to make all those around you better not only builds your influence and authority, it shows you genuinely care about the results of others. And that, folks, is what it’s all about.

Focusing solely on yourself and your own results will trap you in a one-dimensional lull in which there is no escaping. The most influential people in any niche did not get to that point by focusing only on #1. They’ve taken on the responsibility of being an influential person full-bore and made it their mission to aid in the education and development of everyone they come in contact with.

The proof is in the pudding. If you want to be a success, your focus needs to be on the success of others. It’s a time-honored tradition as consistent as gravity. Instead of worrying about your results, focus on helping others get theirs…and watch your own seamlessly fall into place.

And from the Ric Flair supporters out there…can I get a big ‘WOOOOOOOOOOO!!’

If this were Family Feud, and John O’Hurley (or Richard Karn or Louie Anderson or Richard Dawson…whichever host you prefer) were to say, “Name the world’s top search engine,” and you didn’t slap the buzzer in .2 seconds and say ‘Google,’ you could kiss your chance at Fast Money goodbye!

Without a shadow of a doubt, Google has changed the world during their rise to the world’s most recognizable brand name. They’ve revolutionized Internet search, created countless tools that make business easier (Google Documents, etc.), enhanced emailing (Gmail, complete with a built-in chat/instant messenger feature), created a platform that simplifies online publication and blog subscriptions (Google Reader), and provided top-tier website traffic solutions (Google Analytics). And that, my friends, is just the tip of the iceberg.

But despite everything they’ve provided, one arena in which they haven’t been able to make any headway has been Social Media. And, as you know, that’s a pretty big arena.

Just this past week, Google decided to forgo any further development of their highly-promoted social networking tool, Wave. They have abandoned what was to be their big breakthrough into a segment of the Internet that captures 1/3 of the lion’s share of traffic (blogs and search engines like Google itself making up the other 2/3).

Mashable’s Pete Cashmore says that with Wave’s departure from the Social Media realm, the search giant that millions of people identify with is no longer a major player in the social mediasphere.

The downfall of Wave, in addition to Google’s Twitter-esque networking program Buzz, had the potential to be huge, if only by association. With the name Google has built and the reputation it continues to carry, its own built-in social networking platform should’ve easily created a substantial amount of buzz (pun intended). However, it was their inability to simplify the mediums that turned the casual Social Media enthusiast off.

When you dig beneath the layers upon layers of benefits that sites like Facebook, Twitter, Linked In, and YouTube possess, you discover one universal theme: They’re all pretty easy to use. Wave and Buzz, however, were significantly more complex and exemplified a microcosm of everything else Google has created.

One of the main reasons sites like Facebook and Twitter took off, in my opinion, was because they didn’t require an advanced degree in web design or technology to get the most out of it. Even the most inexperienced users have the ability to set up a Facebook page, with the only requirement being the ownership of an email address needed to log in.

In no way am I saying Wave or Buzz required an advanced degree, but the fact they were so technically advanced made casual and savvy Social Media-ites alike turn back to the networks that focused on the K.I.S.S. philosophy: Keep It Simple and Social.

Is Google’s Social Media Run Over?

It’s very hard to answer this question unless you have ready-access to a crystal ball. Being an optimist, my guess is Google will take the struggles of Wave and Buzz and turn them into something pretty special down the road. When you think about some of the greatest accomplishments of all-time, most of them were born from several initial failed attempts. With that in mind, and given the massive popularity of Social Media for personal and professional use, I feel it’s only a matter of time before Google improves upon their past mistakes and takes another stab at social networking.

Their axiom has always been to “focus on the user and all else will follow.” This belief was overlooked with the development of the now-defunct Wave, but may be the foundation on which Google’s next Social Media effort is built upon.

What is your take on the Google Wave demise? What were your experiences with this platform? Leave your comments below!

BEHOLD! This Is How Powerfully Social Media Can Make Your Ideas Grow

For today’s session, I wanted to find something to share that really exemplified the power of Social Media and the affects it can have on your business. By this point, I’m operating under the assumption that you’re fully aware of how sites like Facebook, Twitter, Foursquare, YouTube, and others can reach millions of people and transform the way you do business. Whether those people are already a loyal follower and customer or potentially need what you offer, chances are excellent they’re consulting at least one form of Social Media to find out more.

Who would’ve thought I’d stumble upon something from 2008 that truly hit the nail on the head?

The folks from The CommonCraft Show obviously saw what Social Media was capable of far before it reached the dizzying heights it’s at today.

And they explained it…with ice cream.

Social networking has not only bridged gaps between companies and customers, it’s given the customer a voice. Back in the day, the customer was limited to placing a phone call to a customer service rep or sending a letter if they had a concern they wished to speak about. More times than not, their concerns got no further than that initial call or letter.

Today’s world is all about the sharing and transparency of information. No longer can a company hide behind an 800-number or their website because customers will simply let them hide. They’ll turn their attention towards companies that listen, allow them the freedom to voice their opinions in an open forum, encourage them to rate products and services, and leave comments for others looking to partake in the same experience.

This video, though from 2008, is extremely on-point and breaks down the power of Social Media in the simplest of terms.

So grab your waffle cone, a triple scoop of Chunky Monkey, and enjoy!

When you think of NBC’s hit comedy The Office, you’re normally not drawn to the element of customer service. It’s the colorful characters that capture your attention. Like pun-drunk Regional Manager Michael Scott turning the mid-range paper supply office into his own personal counterproductive improv. Or “there’s-one-in-every-office,” yes-man Dwight Schrute claiming superiority over the rest of his co-workers and going the extra mile to fulfill his fictional role of Assistant to the Regional Manager.

Perhaps it’s the payoff to the suspenseful three-season relationship build for Jim and Pam, or any of the other random Office romances that heated up the Scranton Business Park. Or Ryan defrauding the company in an attempt to legitimize a failing website. Whatever it is, there’s no denying The Office has changed the way the situation-comedy is made. They’ve proven you don’t need a laugh track to “get over” as funny.

But underneath the comedy and the storylines is a business model that actually works. Despite evidence that would make you think otherwise, like Michael holding diversity meetings, funerals for birds, and several other non-work related activities, Dunder Mifflin’s Scranton branch is the most successful and financially viable office in the company.

Why? Two words: Customer Service.

Here are 5 customer service lessons that can be taken from The Office…even if a couple of them happened by accident:

1) What you lack in size, make up for in customer service. This credo of Michael Scott speaks volumes. It doesn’t matter if you’re the biggest company in the world or just opened your doors this morning. Providing excellent customer service should always be a cornerstone of your business efforts. Customers will remember their experience with you and keep coming back to you if you treat them well. This may sound like a no-brainer, but you’d be surprised how often the ball is dropped in this area. With the rise of Social Media platforms, the ability to directly connect with your customer base is far easier than it’s ever been. Use it to your advantage!

2) Have a good time…as long as the work is getting done. Just about every episode of The Office makes you wonder when they’re accomplishing ANYTHING productive. However, Office jokester Jim Halpert manages to pull a prank on Dwight, organize the first-ever Dunder Mifflin Olympics, and close two sales at lunch.

The point is, it’s 100% OK to enjoy what you’re doing and have a good time…so long as you ensure your work is getting completed. Shirking your responsibility to your customer by having TOO good of a time can lead to disastrous happenings down the road.

3) Give away a little to get a lot in return. In one episode, Michael placed five golden tickets a la Willy Wonka in five boxes of paper that gave a 10% discount to the lucky recipient. However, Michael did not limit the tickets to one per customer and all five were found by Blue Cross of Pennsylvania, Dunder Mifflin’s biggest account. Now, Dunder Mifflin is forced to give them a 50% discount, which, as accountant-extraordinaire Oscar explains, “That’s going to hurt.”

Michael’s head was in the right place, but his implementation was off-target. However, what started as an impending disaster turned into a victory as Blue Cross decided to make Dunder Mifflin their exclusive office supplier for all their needs! This is proof that a little can go a long way. Customers appreciate small gestures that show you genuinely care for them. Give them some flexibility (to an extent) and support their buying decisions and they will become a customer for life.

4) When you make a mistake, go public! When Quality Assurance Rep Creed Bratton skipped his weekly quality spot check at the paper mill, then explained “the one year I don’t do it, this happens,” Dunder Mifflin went into crisis mode as a large shipment of paper went out with an offensive image of two lovable cartoon animals “doing it.” Instead of ignoring the problem, Michael did everything in his power to rectify the problem, including a Public Service Announcement that no one would ever see and inviting the Scranton Times in for a press conference that no one attended.

With sites like Facebook and Twitter at your disposal, your customers have a great platform to share any displeasure they may have. Instead of hiding, you have a great opportunity to address the problem publicly and explain how you’re going to fix it. The fact that you care enough to address a problem and do everything your power to rectify it will carry a lot of weight in customer retention.

5) People never go out of business. Despite Dunder Mifflin getting slammed from all sides by the likes of Office Max, Office Depot, Staples, and other paper supply chains, Michael Scott has kept his office viable because he realizes that, regardless of his product, he’s in the PEOPLE BUSINESS. And, as Michael says, “People will never go out of business.”

You have an opportunity to do great things. But greatness can’t come until you realize the service you provide your customers is Priority One…ahead of any product or promotion you have. If you treat your customers like human beings, provide the information they seek, listen to their concerns and solve their problems, you’ll build a customer base that will help you overcome the toughest of obstacles.

Have you heard of Foursquare yet? If you haven’t, you’re in the same boat I was very recently. Actually, I had heard rumblings but didn’t really look into it too deeply. Then, I saw some of my friends posting their locations on Twitter and Facebook via Foursquare. So obviously, I realized it was starting to gain some popularity.

Being the Social Media enthusiast-slash-addict that I am, I decided to register and download their app to my Blackberry. Honestly, I haven’t been too many places since I downloaded it to “check-in” and announce my location to my followers. But, like all social media, I can see its appeal.

The big question is, however, how can you use it effectively for your business?

What is Foursquare?

Foursquare is a social networking service that is location-based. It is mostly used on smartphones and gives you the ability to “check-in” at your present location, such as a bar, restaurant, mall, etc. They have signed partnerships with numerous big brands to promote their service. Tied to this network is a game that allows users to earn points for their activity and unlock “badges.” If you check-in the most to a certain locale, you will be elected “mayor.”

Different? Yes. But Twitter was tagged as “different” when it first debuted, and look what it’s become today.

In fact, Foursquare also has a “tweet-esque” feature known as ‘Shouts’ which enables you to communicate with your Foursquare friends in a 140 character or less status update. And, if you sync your Foursquare account to Twitter and Facebook, your Shouts will post there as well.

So…how do you take advantage of this social network and put it to work for your business? Here are six quick pointers:

1) Plan An Event Around Foursquare

I’ll let this video do the talking…

2) Offer ‘Special Perks’ to The Mayor!

Chances are, if the mayor of your city walked into your establishment, you’d up your game and give him the best of everything. So…do that for your Foursquare Mayor as well! If someone has checked-in from your location enough to earn Mayor status, obviously they like you. Therefore, reward them for their constant promotion by giving them free drinks, a free appetizer, 20% off, whatever. This will make them love you more, plus encourage others to check-in at your place and knock the current mayor off his or her throne!

3) Discounts for Foursquare Users

Give a discount for anyone who checks-in from your location and shows you their phone for proof. You could do this any day you wish…or every day if you’re feeling generous!

4) Award Check-in Points

Similar to a Rewards Card, award your customers points towards a free meal, drink, appetizer, product within a certain price range, whatever, for each time they check-in from your location. “Free Long Island Ice Tea Smoothie on your 10th Foursquare Check-in!” The app tracks how many times they check-in, so this is easy for you to track as well.

5) Use Foursquare Tools to Learn About Your Customers

In this article,The New York Times reports the capabilities of Foursquare’s tools, which allow you to track who’s checking in, what times are the busiest for your business, and male to female customer ratio. You also have the ability to offer instant promotions, which can come in handy when a new customer drops by and checks in.

6) Have Fun!

This is the underlying theme of all social media, and Foursquare is no different. You should never expect it to be the be-all-end-all of your promotion efforts, but it’s a great way to connect with your customers and have fun with them. Today’s social world is all about building relationships.

Foursquare is another opportunity to do just that.

You hear this question in regards to many things, but today we’re going to focus it towards Social Media Presence.

Not long ago, if you wanted to reach a large audience, you needed a substantial marketing budget just to get the ball rolling. Market research, production, air time, etc, etc. I’ve described the Super Bowl on this blog before as the grand stage for Outbound Marketing. Companies with millions of dollars to invest in a 30-second spot have the market cornered as they are able to reach the massive Super Bowl viewing audience by producing a $2 million + advertisement.

So where does that leave the ‘little guy?’ WATCHING the Super Bowl and hoping their numbers come in on a square pool so they have some extra dinero to pour into promoting their business.

But today, it’s a whole different ballgame. And it’s not just the rules that have changed. The balls, the players, and the venues have changed, too.

Whether your business is big, small, new, established, old-school or new-school, it’s right for Social Media. Why? Because Social Media is about four things…none of which require a million-dollar marketing budget:

1. Connecting with Customers
2. Establishing Trust
3. Giving Your Customers What They Want
4. Having Fun

You want to talk about the importance of Social Media presence for any size business? Let’s start small…

I have a friend I made on Twitter here in Pittsburgh that now handles my company’s printing needs simply because we interacted, we established a relationship, and he had something I needed. He never once tried to hard-sell me his product. When the time came, I knew exactly who to turn to. And his company is in no way the biggest company in Pittsburgh. I know he’s gotten other business from these efforts as well.

Let’s look at a large company: Pepsi. This is an institution that, for 23 years, produced memorable television commercials during the Super Bowl at millions of dollars a clip. This past year, they decided not to advertise during the Super Bowl and instead, redirect those marketing dollars towards Social Media.

How’s that for adapting to a changing climate?

When it comes to Social Media presence, the size of your business does not matter. And while running your company without one won’t bankrupt you, it certainly doesn’t help your cause. Millions upon millions of people are frequenting these sites every single day and opening up channels of communication through social networking will go a long way towards bridging the gap between you and your customers.

FACT: The number of collective minutes spent on Facebook each day = 5,000,000,000. That’s BILLION!

So given that information, plus knowing that running Social Media campaigns are extremely cost-effective (sometimes free depending on your level of expertise)…

Do you really think size matters?