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How to Keep the Promises You Make

January 19, 2012 By 22 Comments

source: discoodoni

A friend of mine keeps as many promises as she breaks. Why are we still friends? The main reason is that the promises she makes to me aren’t important.

When she promises to meet me for coffee, I enter the time in my iPhone and then before I leave my house, I send her a text to confirm. Sometimes she remembers and sometimes she doesn’t.

While those broken promises aren’t earth-shattering and haven’t affected our friendship, if she did the same thing to her clients, her client list were dry up. To a client, any broken promise is important, so you need to do what you can to keep every promise you make.

Start with these tips.

Don’t promise what you can’t deliver

A huge corporate client with a large budget may tempt you to make promises you can’t keep, and add more to your plate than you can handle. Before you say yes to a request from a big client, take a close look at your current schedule and decide whether or not you have time to complete the job. Don’t forget to consider if you’re even the right person to handle the project. If not, recommend someone else who can help your client.

Prioritize your projects and clients

The minute you sit down at your desk each morning, make sure you have a clear idea of the tasks and projects that need your attention that day. Start by reviewing your list of ongoing projects. Bringing in new clients is important, but don’t forget about your existing clients. If a prospect calls you and you accept the project, how will the new client affect the attention and service your current clients expect? Will you be able to do a good job if you face a time crunch? You have one chance to make a first impression and if your work isn’t up to par, you’ll lose any chance of building a long-term relationship with any client.

Build in a cushion

When you promise something to a client, do your best to gauge how long it will take you to finish the project and then, if possible, add a week. That gives you extra days to make sure you deliver what you promise, when you promise it. Even if you’re the most qualified person to handle a job, yet you can’t meet your client’s deadline, you could damage your relationship with that client. And rebuilding a damaged relationship can take longer than you think.

As the old saying goes, “Promises are made to be broken,” but that doesn’t mean they should be.

What strategies do you use to make sure you keep your promises?

Filed Under: Working with clients Tagged With: , ,

SCORE Some Free Small Business Advice

January 9, 2012 By 9 Comments

My sweet, adorable, perfect niece — I’m not at all biased — is at the “I’ll do it myself” stage. She doesn’t want her parents to help her do anything. My niece reminds me of the typical entrepreneur (myself included) who thinks he or she can do everything alone and do it better.

The truth is there’s no way we entrepreneurs can know everything and do everything well, but we don’t have to. There are experts nearby (virtually and in person) who are willing to share their business experience with other small business owners like us. Best of all, you can get their advice from one source: SCORE. [Read more...]

Filed Under: Working at home, Working with clients Tagged With: , ,

Take Back Your Time By Saying No More Often Than Yes

December 28, 2011 By Leave a Comment

source: Horia Varlan

When my sons were younger, I was at the top of the volunteer list (translation: sucker). Whenever someone called me to help with an event, class project or anything else to do with school, I said yes. I did the same thing with two professional associations I was in.

One day I had a revelation. I was spending more time volunteering my time than growing my business. I’m all for helping others but eventually you have to say no more often than you say yes.

How many times have you said yes when you meant no? There are only so many hours in a day and if at some point you don’t say no, you’ll never get ahead (or get any sleep!).

Before you say yes to everything, consider a few questions.

To read the rest of my guest post on Success Your Way, click here.

 

Filed Under: Balancing home/office Life, Working with clients

The Advantages of Hiring Help

December 13, 2011 By 8 Comments

A business owner I’ve known for over ten years has owned several businesses. He sold two of his businesses within two years of starting them.

His last (and current) business was almost a failure. Although he had a strong business idea and product, he grew his business too quickly. Each month he added a few employees and by the end of his first year in business, he wasn’t making enough money to cover his overhead.

At the beginning of the new year he cut his staff in half and reorganized his business. By making a few staffing changes, he has converted his company from pathetic to profitable.

As your business grows, and you have less time to spend on sales and marketing, filing, and accounting, you may need to add additional staff or hire freelancers. There are a few things to consider when hiring others full-time, part-time, or on a project-by-project basis. [Read more...]

Filed Under: Time mgmt./Productivity, Working with clients Tagged With:

When is it Time to Break Up With a Client?

December 8, 2011 By 6 Comments

I think we’re better off as friends.

It’s not you, it’s me.

The timing isn’t right.

We’ve all either heard or used those excuses during a breakup in our personal life.

Breaking up is hard to do, especially when it comes to clients. But when a client has been with you from the start and your services are worth more than you’re charging, what do you do? Consider the following three options. [Read more...]

Filed Under: Making money from home, Time mgmt./Productivity, Working at home, Working with clients Tagged With:

Drawing the Line Between Your Business and Personal Relationships

November 28, 2011 By 2 Comments

In my first job out of college, I sold commercial time for an AM talk radio station. Our station owned a suite at the football stadium, and during one of the games one of my co-workers was a little nervous. His biggest client was going to be there so several bottles of beer and a few too many shots of Tequila later, he needed to make a quick exit. He didn’t embarrass himself, but he could have.

He blamed it on the chicken nachos.

While it’s important to build rapport with a client, you need to make sure you keep your business relationship in line, starting with these tips.

Remember that you always represent your business

If you’re out with a friend and you do something reckless, a friend may laugh it off. But if you’re with a client, he or she may wonder whether you’re handling his or her account the same way. They may even lose faith in your ability to make good decisions on their behalf. There’s nothing wrong with having fun. Being out of control is beyond wrong. [Read more...]

Filed Under: Balancing home/office Life, Working at home, Working with clients Tagged With: ,

Build Client Trust by Keeping Personal Info to Yourself

November 9, 2011 By 17 Comments

Last week while I was getting a haircut, my stylist started gossiping about one of her clients. She didn’t know that her client was a friend of mine. The first chance I could get, I changed the subject. I was also careful not to share any personal information, as I knew she would share it with others.

I gossip less than I used to (it was my New Year’s resolution), but no matter what, I never gossip about clients. That topic is off limits. There are a few things to keep in mind when you work with clients. [Read more...]

Filed Under: Working at home, Working with clients Tagged With:

Look for New Ways to Work With Old Clients

October 26, 2011 By 8 Comments

One of my clients, a business consultant, has worked with the same clients for years. She helps a client solve a problem, the client’s business grows, and then she finds other ways to help that client again. She knows that if her clients are happy, they’ll refer her to new clients…and they do.

When your business is thriving, you may not be worrying about getting more clients. On the other hand, if you’re waiting for the phone to ring, hoping that prospects will fill out your “get more info” form, and you have more bills to pay than clients to cover them, you’re probably thinking about ways to find more clients.

You can go after new clients, which can cost time and money, or you can find new ways to serve old clients. Studies show that it’s less expensive to service an existing client than to market to a prospect.  Consider these tips before you spend more time and money trying to find new clients.

  • Anticipate your clients’ needs. You don’t have to be psychic (although it wouldn’t hurt) to gauge your clients’ thoughts and concerns. Some people use intuition while others use a more direct approach: they simply ask their clients for other ways they can help them. If you ask the same question rephrased differently each time — try not to be annoying — you should get the information you’re missing.
  • Be a resource to your clients. If a client asks you to do something that’s outside your area of expertise, recommend someone else. Your client will appreciate your willingness to help and when they need your help again, you should be the first person they call. Make sure you recommend someone reliable, because if they drop the ball, it reflects poorly on you.
  • Create new products or services based on your clients’ needs. For years I’ve heard from clients who have moved from one part of the country to the other, but still want to work with me individually. Some weren’t able to fly me to their home offices, so I had to refer them to a colleague in their city. The light bulb finally went off and I started offering consultations via Skype. At first I didn’t think the virtual consultations would work, but they do, and have become a large chunk of my business.

Before you give up on a client who hasn’t contacted you lately, ask yourself it there are any other services you can offer them. They’ll enjoy hearing from you, you’ll enjoy reconnecting with them, and the bottom line: you’ll be able to help them again.

How have you found new ways to help old clients?

Filed Under: Making money from home, Working at home, Working with clients Tagged With: ,

Just Published: Organize Your Home Office for Success

October 19, 2011 By 9 Comments

Today I’m excited to announce that after spending way too much time at Starbucks, on planes, and locked in my home office working on Organize Your Home Office for Success, the new and improved 4th edition is now available.

This is the ideal e-book (it’s also available in paperback) for entrepreneurs, home-based corporate employees, telecommuters, and stay-at-home moms and dads who need a space to manage a business or run a busy household.

How it all started

Eighteen years ago, I wrote the first edition of this book because I started getting two types of phone calls: one from business owners who wanted individual home office consultations, and the other from people who wanted suggestions for books they could use to organize their home offices on their own.

When I looked for a home office book to recommend, I couldn’t find one. It didn’t exist. There were plenty of home organizing books, but nothing that focused specifically on home offices and the challenges of working from home. [Read more...]

Filed Under: Balancing home/office Life, Books by Lisa, Home office organizing, Home office setup, Home office technology, Time mgmt./Productivity, Working at home, Working with clients Tagged With:

Do The Right Thing But at The Right Time

October 6, 2011 By 2 Comments

source: Ant Smith

Yesterday, I grabbed a sandwich at a deli near my house and the place was packed. While I was waiting in line, one of the employees almost knocked me over. He was busy mopping the floor and putting the rugs back, while customers tried to walk past him to pick up their orders.

The floor needed to be mopped, but did the guy have to mop during the busy lunch rush? He was doing the right thing, but his timing was off.

How is your timing? Consider these questions:

Do you follow up with clients when say you will?

A superstar realtor friend of mine has had a record year. Why? She calls her prospects back on the exact day she promises to call. When she shows that much attention to detail, the prospects are so impressed (and surprised), they hire her to represent them.

One of the few times a prospect she was working with decided to sign with another realtor, was when she responded to the prospect’s text at 3 am. The client had sent the text at dinnertime the night before and didn’t appreciate the text in the middle of the night. [Read more...]

Filed Under: Balancing home/office Life, Time mgmt./Productivity, Working with clients Tagged With: ,
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