5. Make sure you have a good anti virus software installed on your computer and set up to scan your incoming emails. You will see an active icon in lower right hand corner near clock, this will let you see each incoming email is being scanned. If an email is detected select delete infected source. This will keep your computer safe while still allowing you to see who sent email. People don’t often realize they have just sent out an infected email. If it is a friend or colleague who sent it you can call and let them know they have a problem before they send other infected email.

6. Make sure to back up your computer at least once a week. Your organized email folders contain a wealth of useful information and resources and are a valuable asset to your career so make sure to protect them and rest of your files by backing up your computer. Sort your email folders once a quarter. Go through your saved emails and delete things that are no longer useful. When I am working on a project it has an active folder with all of notes, emails, and resources associated with it. When project is complete I sort through these emails and keep only most important emails and resources. I can easily sort through and locate email address of colleagues and business contacts for an occasional follow up.

7. Review your email before sending. Check it for formatting, spelling, clarity, and effective communication. If you are asking someone a few questions make then obvious and succinct so they can easily respond without wading through a four page email.

The No Show signs up for a certification program, seminar, or workshop, makes down payment and then doesn’t show up. For this, have a policy in place.

It’s typical not to refund down payment after a certain point in time. You can have any policy you like as long as you state it.

At other times, client may have gotten what they wanted in one session. They perceive value and are satisfied with what they have paid. No refund is in order.

NEGOTIATING

Some individuals’ personal style is to negotiate everything. Some cultures consider a contract beginning of a negotiation, not end. This again is part of coaching relationship. Know what you will accept beforehand. Be prepared for “excuses.” The more you anticipate, less you’ll be at mercy of emotions of moment.

In some cases I have a policy of “no exceptions.” Because I teach Emotional intelligence, I work with individuals on Intentionality and Integrated Self. I would be no teacher if I didn’t model these competencies myself. This means when I say I will do something, I do it. This means I keep my word. And where does it start? Immediately, with what’s right in front of you. I always want to give a real-life example, i.e., “This is agreement. I have kept my part of it. I expect you to keep your part of it.”

FIRING THE CLIENT

Sometimes you will fire a client. In fact best professional practices may demand it. When would you do this? 1.When person is not coachable 2.When it’s a bad fit 3.When personal issues would keep you from doing your best work 4.When they need professional services you aren’t qualified to give

Take time now to formulate your personal refund policy in these cases. You do have a right to be compensated for time spent.

RETAINER

Clients who are used to professional services may put you on a retainer. It means I take them as a client, stay up-to-date on their project, and will always have time for them on my schedule, but we meet only on an as-needed basis. It is expected to be ongoing and long-term.

THE DISSATISFIED CLIENT

All professions have practitioners who aren’t competent. Don’t let it be you. Keep learning, work with a coach, hone your skills, do your best work.

If client is dissatisfied for any of following reasons, a discussion and learning experience are in order:

1.Perfectionism and unrealistic expectations on part of client 2.Expecting instant results 3.Miscommunication between two of you 4.An obstacle interfering that wasn’t obvious at first

USE YOUR EMOTIONAL INTELLIGENCE

Use your EQ. Anticipate what might come up and be prepared. The more prepared you are to deal with fees and refunds logically and rationally, better your decisions will be. The better your intrapersonal skills are, better all of your coaching will be.

Anticipate what could come up and be flexible. Share ideas with other coaches, or work with a coach who can mentor you and give you foundation for learning experientially. You can’t anticipate everything; you can only learn some things as examples present themselves. And, as we say in EQ, “When all else fails, use your intuition.” It will guide you.

If you have poorly developed intuition, or don’t trust your intuition, you’re missing a huge source of information. I encourage your to develop that and your other emotional intelligence competencies.