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More Money & Less Stress?
At 2pm last Wednesday, I got a call from one of my clients. Before I could barely utter my "hello," she launched headlong into her story - "I am so frustrated! I have this client who has been dragging her feet at every stage of our project. I'm working on a branding campaign for her company and expected to be finished nine months ago, but every time we get to a stage in the project where the ball is in her court, I have to follow-up umpteen times and push and prod just to get her to move forward. In almost every case, it takes her about two months to do something that could have been done in a week. Then, two months later when she's finally finished with her part, she cheerily announces that she's ready for me to start the next phase and wonders how quickly I can do it. Every time this happens I have to completely reacquaint myself with her project. All in all, I've spent almost twice as many hours as I budgeted. How can I get her to wrap up this project so I can move on?," she finished. I cannot think of one service business owner that hasn't faced this issue at one time or another. We all started our businesses concerned about providing great customer service and a quality service delivered on time. We thought that was the key to having happy clients. But, at some point, we find out that great customer service means that we're not allowing one client's delays to impact another client's project, the profitability of our business, or our own personal satisfaction. This is when we have to recognize that we are responsible for this situation. If you've allowed a client to run amuck dragging a project on forever, changing project parameters numerous times, delaying payment of the final bill, why shouldn't they continue to behave this way? It's up to you to put into place policies and procedures that communicate this to your clients and prospects from the very beginning. One format I've seen used very effectively is a one-pager called "How We Work Together." It's a very basic document that outlines the responsibilities of both you and the client. It makes clear who is responsible for what and when so there are no questions later. It also outlines the consequences if either of you misses the target. Not only does this put the client on the straight-and-narrow, it shows them that you are willing to be held to high standards as well. By using the How We Work Together document, you can begin setting the stage for productive client relationships from your very first contact with a new prospect. During your first meeting, give them a copy of the document and go through it with them. When I ran my web development company, mine included a rough timeline for each stage of the project and described how the responsibility shifted from me to them and back again throughout the process. It also included a description of consequences should particular stages of the project go beyond the timeline by a specified amount of time. This applied to me as well as them. People like to know what to expect. It left them feeling that I had a system I followed and could be relied upon to do what I was proposing to do. I feel confident that this is one of the reasons I got 90% of the projects I pitched. I used the How We Work Together document again once I had received the signed contract and deposit payment. At that point, I would consult my project calendar and assign specific dates to each stage of the project included on the document and mail it out to the client. They had already seen the document once, so it wasn't new to them. Now, they just reviewed the dates and used it as a follow-up tool. If you are currently in a similar situation, handle it as best you can in order to preserve the client relationship and introduce the How We Work Together document at the beginning of the next project with this client. To begin to set boundaries with all of your clients and prospects, create your own How We Work Together document and utilize it in every new project for new and existing clients. About The Author Kimberly Stevens is the author of the ebook series, *The Profitable Business Owner: A Step-by-Step System for Starting & Running a Successful Service Business*. Download Sample Chapters & get her free MiniCourse, *The 10 Most Common Mistakes Business Owners Make & How To Avoid Them* at: http://www.askthebizcoach.com/ebooks.htm; kim@askthebizcoach.com
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Business Management Cause and Effect! Choose a Path Three steps to your Personal Transformation: Why a Self Help Book May Not Help You For a self help book to work, we have to read right it through to the end. While this may seem like a no-brainer, many people never finish reading books that they buy. In fact many people never read a book after they finish high school. Some Business Coaches are in Error Many business coaches deny the power of suggestion while using it. For instance a corporate inner circle will be told that they have inner conflicts with ethical practice due to the stockholders coming first, the customers coming second and employees coming third. They will tell the corporate management team that often what must be done short term to appease shareholders may not be good long term for employee units or quality of products to the end user. Yet this is linear thinking for some one who plays at a higher level in western culture and corporate America. Our goals is win/win/win. And if you will read Jim Collins book "Built to Last" you will see my point here. Making Communication Effective: 4 Language Filters Language is a challenging way to communicate. It allows us to share our thoughts and feelings by describing our personal views of reality. Coaching Skills Introduction How to Get More Business Without Even Trying Why are you in business? Hopefully you enjoy what you do, however is it because you want to make money so that you can have, be and do more in your life? Friends? I met my friend when we were in graduate school, and we enjoyed hanging out together outside of classes. After receiving our degrees, we both left school to live in different states. That was 10 years ago. Is Your Life Coach Manipulating You? Five Signs to Watch For Did you hire a "life coach" to help you sort out your complicated existence? The coach is a growing occupational choice for folks who feel the call to lead others who may feel overwhelmed or wish for personal fulfillment but don't know where to begin. The Need to Feel Special From the time Jennifer was a little child, she was demanding of attention, especially from her mother, Sarah. With two older brothers, Jennifer had a "special" place in the family as the baby and the only girl. She made sure to establish a "special" relationship with her mother, who relished the connection since she did not have much of a relationship with her emotionally distant husband. A World of Possibility When I started my sales career over 25 years ago, I worked for a small company selling telephone answering equipment. Hard to believe it but in those days I had to explain to prospects what the equipment was for and why they might want to use it. Email Etiquette 1 I thought it might be worth visiting some email etiquette for all as the majority of the readers of this newsletter are now on email. Working With Choices Despite our skills, experience or expertise we can still make a meal out of making a choice! Business Career, Executive, Life Coaching Article Mechanisms of the Mind (Achieving Success) Suppose that the human mind is nothing more than a bio-computer and that the function of this computer is to get its owner exactly what he says he wants.. The computer mind takes what you say very literally. So, if you say you cannot do something, the mind interprets that as a command and makes sure you cannot do it. If you say you are confused and don't know what you want, the mind makes sure you have that experience. A Simple Strategy for Managing ADD As an ADD Coach, I usually begin my conversations with new and potential clients by saying, "Tell me about yourself and why you are looking for coaching." Most people answer with a long list of their ADD challenges. Very few people answer that they are looking to discover, enhance, or utilize their strengths. This is a big part of coaching, and a part that many people need a lot of help with. Secrets of Creating Interpersonal Power If you work with people, as a company owner, manager and team leader or on the customer interface, your impact on others is your most important asset! Someone creating 'Interpersonal Power', as I see it, has the ability to inspire, motivate and facilitate outstanding action in another. 12 Reasons to Develop Exceptional People Skills Why should you bother to spend your valuable time learning how to develop exceptional people skills? How To Give Criticism Without Bruising Egos As responsible employers, parents, and friends, we have an obligation to correct the mistakes of other people in order to enhance their personal success. The task before us is how to correct a deficiency without damaging the delicate ego that can sometimes get in the way. Too often people criticize someone's behavior without providing a solution and this is detrimental because it then becomes a personal attack on the person that only aims to demerit them. Constructive criticism involves pointing out their weakness and offering a solution to correct it. In order to give constructive criticism, we must seek the solution to the problem before we point it out to the person. By doing this, we effectively separate the behavior from the ego and preserve the relationship in the process. Is The Apprentice Bad For Your Health? If you know who I mean when I say Kwame, Bill and Troy, you are probably a fan of The Apprentice. I admit I'm not a fan myself; I don't watch much television and that particular show did not grab my interest enough to be "appointment" watching. I have, however, followed its popularity with interest, for various reasons. Are You At The Point Of No Return? There is a point at which everything becomes simple and there is no longer any question of choice, because all you have staked will be lost if you look back. Life's point of no return." -Dag Hammarskjold Bringing Forgiveness Down To Earth What does it mean to forgive?
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