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024: Tema Frank: That’s the end of my business

Home/Podcasts/024: Tema Frank: That’s the end of my business

024: Tema Frank: That’s the end of my business

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Teama Frank Show Notes

Tema needed to make some technology changes with her company. The change required that her systems be out of service for a few days. In an effort to notify her customers via email, a technology glitch caused many people to receive a flood of emails about the system change issue. By the time Tema found out, over 650 people were negatively impacted. In the heat of her frustration and fear that her company was ruined, Tema’s 5-year old daughter gave her some advice that saved her company. Listen to Tema tell her story about how she got over this huge hump.

Tema Frank’s job title is Chief Instigator, and she’s been wanting to instigate since she was very young. Much to her frustration, when she tried to tell her parents or older brothers how they could do things better, they’d reply, “When we want your opinion, we’ll give it to you!” That may have been what sowed the seeds of her desire to give a greater voice to customers and staff.

She’s had a varied career over more than three decades, working as a lobbyist and public affairs specialist, then as a bank marketer, and eventually as a consultant and freelance writer so she’d have the flexibility to join her husband on a year’s sabbatical in the Netherlands. She wrote the best-selling book, Canada’s Best Employers for Women: A Guide for Job Hunters, Employees & Employers, and put up her first website in 1995 to promote it.

One day, stuck in the house during a snowstorm with a baby, a toddler, and without her husband (who was out of town) she got really frustrated that she couldn’t order diapers online. Soon afterwards she created Web Mystery Shoppers, which was one of the world’s first companies to have regular folks testing website usability and web-related customer service from their own, buggy computers at home.

Using social media techniques before social media existed, she recruited an international panel of 75,000 mystery shoppers. Her clients included some of the world’s largest banks, insurance companies, online travel sites, governments and retailers.

Tema is an internationally acclaimed speaker and teacher of digital marketing and customer experience strategy in the United States, Canada & France.

In 2012 she launched the Frank Online Marketing Show podcast, which morphed into Frank Reactions earlier this year when she decided to return to her original focus on customer and user experience. She is currently writing a book, The Customer Reflex, about how organizations need to change to provide the types of customer experiences people demand in our fast-paced, social media world.

Tweetable Quotes and Mentions

Listen and @temafrank will help you get over the hump on the @FastLeaderShow Click to Tweet

“If you have unhappy staff you’re not going to have them delivering great service.” -Tema Frank Click to Tweet

“You’ve got to find ways to make things work more smoothly to keep everybody happy.” -Tema Frank Click to Tweet

“Everybody can make a difference.” -Tema Frank Click to Tweet

“I find it very sad that so often people think there’s no point in saying anything.” -Tema Frank Click to Tweet

“Never underestimate the wisdom of a 5-year old.” -Tema Frank Click to Tweet

“You can start making smaller changes wherever you are in the organization.”-Tema Frank Click to Tweet

“I did not sign on to be in the bar with the vice president.” -Tema Frank Click to Tweet

“Be yourself, don’t try to be like everybody else.” -Tema Frank Click to Tweet

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Hump to Get Over

Tema tried to notify her customers via email about a technology change but something went terribly wrong. A glitch caused many people to receive a flood of emails about the system change. By the time Tema found out, over 650 people were negatively impacted. In the heat of her frustration and fear that her company was ruined, Tema’s 5-year old daughter gave her some advice that helped her to move onward and upward faster.

Advice for others

Have confidence in yourself.

Holding her back from being an even better leader

Her broken foot. Apart from that an element of insecurity.

Best Leadership Advice Received

Be yourself, don’t try to be like everybody else.

Secret to Success

The ability to really listen to others and the desire to listen to others.

Best Resources in business or Life

Reading and learning.

Recommended Reading

The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers

Contacting Tema

email: tema@frankreactions.com

Linkedin: https://www.linkedin.com/in/temafrank

Twitter: https://twitter.com/temafrank

Frank Reactions Podcast: http://frankonlinemarketing.com/show/

More Resources

54 Emotional Intelligence (EQ) Competencies List: Emotional Intelligence has proven to be the right kind of intelligence to have if you want to move onward and upward faster. Get your free list today.

By | 2016-10-31T16:06:43+00:00 July 8th, 2015|Podcasts|1 Comment

About the Author:

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Your Fast Leader Show host is Jim Rembach. Jim is a panel expert with the Customer Experience Professionals Association (CXPA) and spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner, Certified Employee Retention Specialist, Certified Better Place to Work Expert, and frequently quoted industry expert.