Do You Take Responsibility for Other People's Actions?

Recently, I've been disturbed by the level of irresponsibility that exists. However, I'm not talking about on an individual level. I hope that we all accept individuals should be responsible for their actions (well, most individuals there are a few exceptions depending upon age and mental capacity). My upset has been more with the powers that oversee individuals, whether it be a company, a governmental agency, etc...

Your employees/contractors/volunteers... represent you. Your employees/contractors/volunteers... represent your company/city/board... Across all pay ranges and all titles you need to make sure these individuals are acting in a manner that you can be proud of (and bank on). YOU are at risk if they are not. Your company/city/board...is at risk if they are not.

You MUST have strong training programs in place (again, at all levels for everyone). You MUST have frequent examinations (by an outside or unknown party) to test that this training has been implemented. And, you MUST take immediate action when you identify an individual that is not upholding the mission, vision, and values of your work. There are no exceptions.

Remember, the smallest most insignificant interaction to you (or your employee) can turn a potential life-long customer/fan to your competitor. And, they will take all of their friends with them.

Is your "house" in order? Make it a priority for the next 90 days. You'll thank me for it.

Let Gas Prices Inspire You

Much of my life is spent in the car. I work from home two days a week but the majority of my work week is zooming around town meeting with clients.

The rising price of gas has inspired me in several ways.

It has spurred me into reviewing how I drive. The result is that now I plan my travel more carefully to include all my errands and meetings in one area on the same day.

It has also shaken me to take a better look at my own wastefulness in all other resource areas. The result is that I am trying to decrease my use of natural resources to only those I need when I need them.

Thirdly, it has fostered me in revisiting my price points for my business. The result is that some prices that include travel have gone up. While pricing for telephone coaching and office visits have gone done (a great benefit to cost conscious clients).

How have gas prices affected your business and your life overall?

I hope that rather than just be mad about the state of things you can look inward to what you can do to manage through these times. The results of such an examination may just enlighten you. I believe it has me.

Not Everyone Likes You: Get over it

In a perfect world we'd like everyone to like us and buy our products or services (or hire us). However, as intelligent beings with some business and life experiences, we know this isn't the case.

People like us for different reasons. People will take interest in our product, service (or want to hire us) for different reasons. People are finicky.

You can control 9 out of 10 variables that make people like you. But you can't control them all. You also can't gage exactly what each customer, boss, spouse, etc.. will want at every given moment. You can do well in your guessing. But, don't aim for perfection. You'll be sorely disappointed.

Don't weigh your success on everyone liking you or buying what you have to offer. Weigh your success on your accomplishments, your testimonials from those you work with and for, your attitude and your value to those you aim to serve.

I'll give you a loose example:

I just received (June 2008) my first less-than-stellar book review since publishing in December 2007. At first, by nature, I was put off. But 30 seconds later I laughed out loud. What kind of author would I be or what kind of book would I have WITHOUT at least one bad review? It wouldn't be real without at least one! I felt as though I had arrived as an author. The review brought me to a place I had not been- it made me feel something. These non-fans keep it real for us.

Do what you do- for you and for a very targeted audience. What you do is not for EVERYONE. Let's leave that work to the politicians.

How can I make more money? Its easy. Really.

What’s an EASY and QUICK way to improve your business and make more money?

Be a great referral so that people enjoy referring you! If you don’t do what you do well or if people don’t like you – you are not a great referral. I’m sorry, but the truth hurts sometimes.

Now, how can you ensure that you are a GREAT referral?

I’ll give you two basics...
Take stock in what you are offering.
Admit you and your company are NOT perfect.

Take stock in what you are offering.
Make a list of your products and/or services? Did you include exceptional customer service as an offering? You should have- but ONLY if you really strive for it. To strive for it you must first define it and know how to include it in your business. Remember, it’s not only what we sell but how we do it that matters. In fact, it can matter more how you sell and follow up than the widget you offer. To begin taking stock in what you offer answer the following questions:
What does customer service mean to your staff? (Don’t ask them rather observe them- get a mystery shopper if you have to)
Do they share your philosophy on how to treat clients?
Do you know how your clients feel about your last interaction with them? (If not, ask them today)
How often do your clients refer you to their friends? (If they don’t you have a problem)
Do you have repeat customers? What percentage? (If you don’t or its under 80%, you have a problem)

Admit you and your company are NOT perfect.
None of us are. However, that is not an excuse to be mediocre. Every unsatisfied customer you have is a failure- on you and your company. Sure, there are jerks everywhere and once in a while you’ll find you did your absolute best and someone wasn’t happy. But, that is often not the case. More likely, you or your staff FAILED to understand the customer’s needs, keep in touch, follow up, establish a great rapport, and/or deliver an outstanding product or service ON TIME. If you did, you would have had a happier customer- and a win- for you and your company.

To learn about your own imperfections do the following:

Follow up with every non-repeat customer you have and ask them how you could have done better. (Remember, it’s not personal, it’s business. Put your armor on- this may hurt.)
From each follow up, create a lesson learned and recommendation to improve.
Constantly assess you and your staffs communication skills, industry knowledge and dedication to the business. Everyone should be interested in growth (in all ways) and improvement- when that exists your company will be better for it.

First Impressions- They Matter!

You’re busy right? Too busy to make the right first impression on people?

If someone were to see you coming and going from your home, mid-day having lunch (or a café latte) or closing the day near dinner time- what would they see? Recognize that what they see dictates their impression of who you are- and how well you might be doing your job (or not).

Most people want others to see them as attractive, “put together”, organized, smart, and more than capable of performing their job. Would someone see those attributes if they peeked into your car? Your home? Your office? Keep in mind, these areas are simply extensions of who you are …and they matter!

Pull yourself together! Wash your car! Clean up your home and office! Buy a new wardrobe- one that is in this decade! If you are too busy, pay someone else to do it!

You’ll be better for it- and the impression people have about you will start to improve. Unless, you like being the “great guy but what a mess he is” kind of person. Very few people want to do business with a sloppy or disorganized person. Unconsciously and consciously we link sloppiness and disorganization with an inability to do one’s job WELL.

This impression also includes the way we speak, pay attention, and generally interact with others. But, let’s just get started with the simple stuff.