Once you're in front of client, downplay fact that an error was made (since error did not negatively affect service client received). You might even poke fun at yourself over situation (if client has a sense of humor, that is). You should then politely ask if he would prefer to have unbilled balance included on his next invoice or submitted as a separate invoice.

Then close your mouth, smile, and wait for him to respond.

You'll notice that you did not give him option of not paying bill, nor did you give him a point of contention to argue over. He should get message that it goes without saying that he owes money and needs to pay bill, but being wonderful person that you are, you are willing to let him decide how you should be paid.

I'm willing to bet that client will choose option A or B and that will be end of that. If this client has been difficult to deal with in past, he may argue that since mistake was yours, he shouldn't have to pay bill. This is, of course, a BS argument (and I don't mean Bachelor of Science), but one that some clients might make just to get out of writing you a check.

As mentioned earlier, you should have prepared for this possibility before going in. If your business can survive without collecting unpaid balance and you really want to maintain a relationship with this client, you should be prepared to offer a compromise that lets relationship continue.

Without appearing to be caving under pressure (this is hard part) look client dead in eye and say, "Mr. Client, since I value your business and billing mistakes were indeed mine, I'm willing to forego collection on unpaid balance and start billing correct amount with your next invoice, which, by way, I happen to have right here…"

Granted, in this situation you are not going to collect on past balance, but you are establishing rules of game for future and you might even improve your relationship with this client. The money you forfeit today could lead to an increase in referrals, testimonials, and repeat business tomorrow.

Here's to your success.

Tim Knox tim@dropshipwholesale.net For information on starting your own online or eBay business, visit http://www.dropshipwholesale.net

2.Walk talk. If senior management advocates a diverse workforce, make diversity evident at all organizational levels. If you don't, some employees will quickly conclude that there is no future for them in your company. Don’t be afraid to use words like black, white, gay or lesbian. Show respect for diversity issues and promote clear and positive responses to them. How can you demonstrate your company’s commitment to diversity?

3.Broaden your efforts. Does diversity at your company refer only to race and gender? If so, expand your definition and your diversity efforts. As baby boomers age and more minorities enter workplace, shift in demographics means that managing a multi-generational and multi-cultural workforce will become a business norm. Also, there is a wealth of specialized equipment available to enable people with disabilities to contribute successfully to their work environments. If your organizational environment does not support diversity broadly you risk losing talent to your competitors. How can your recruitment efforts reach out to all qualified candidates?

4.Remove artificial barriers to success. The style of interview - behavioral or functional- may be a disadvantage to some job candidates. Older employees, for example, are less familiar with behavioral interviews and may not perform as well unless your recruiters directly ask for kind of experiences they are looking for. Employees from countries outside US and non-Caucasian populations may downplay their achievements or focus on describing, "who they know" rather than "what they know." Train your recruiters to understand cultural components of interviews. How can your human resources processes give equal opportunity to all people?

5.Retain diversity at all levels. The definition of diversity goes beyond race and gender to encompass lifestyle issues. Programs that address work and family issues - alternative work schedules and child and elder care resources and referrals - make good business sense. How can you keep valuable employees?

6.Provide practical training. Using relevant examples to teach small groups of people how to resolve conflicts and value diverse opinions helps companies far more than large, abstract diversity lectures. Training needs to emphasize importance of diverse ideas as well. Workers care more about whether or not their boss seems to value their ideas rather than if they are part of a group of all white males or an ethnically diverse workforce. In addition, train leaders to move beyond their own cultural frame of reference to recognize and take full advantage of productivity potential inherent in a diverse population. How can you provide diversity training at your company?

7.Mentor with others at your company who you do not know well. Involve your managers in a mentoring program to coach and provide feedback to employees who are different from them. Some of your most influential mentors can be people with whom you have little in common. Find someone who doesn’t look just like you. Find someone from a different background, a different race or a different gender. Find someone who thinks differently than you do. How can you find a mentor who is different from you?

8.Measure your results. Conduct regular organizational assessments on issues like pay, benefits, work environment, management and promotional opportunities to assess your progress over long term. Keep doing what is working and stop doing what is not working. How do you measure impact of diversity initiatives at your organization?

In book, Beyond Race and Gender, R. Roosevelt Thomas defines managing diversity as "a comprehensive managerial process for developing an environment that works for all employees." Successful strategic diversity programs also lead to increased profits and lowered expenses.

The long-term success of any business calls for a diverse body of talent that can bring fresh ideas, perspectives and views and a corporate mindset that values those views. It's also no secret that lack of diversity can affect your ability to communicate effectively with diverse clients. Link your diversity strategies to specific goals like morale, retention, performance and bottom line. Build your business with everything you’ve got, with complex multi-dimensional talents and personalities of your workforce, and make diversity work for you.

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