Guidelines for *Staying* in BusinessWritten by Robert Brents
As "soloists" -- entrepreneurs, webpreneurs, SOHOs, HONOs (Home Office, No Office), or plain old small businesspeople, we must remember that without a business, i.e., a profit- making business, we have a hobby -- & we have to go get a job-job just to pay lousy bills.Furthermore, without clients, we don't have a business. In order to survive and get that new client or return business, we need to establish guidelines in dealing with clients. 1. The client or prospective client is never an interruption of your work. The client is reason you are in business. The client must have your complete attention. Do not multitask while speaking with your client or potential client. 2. Always greet clients and prospective clients with a friendly smile or hello. Clients are people, and they like friendly and pleasant contact. They will usually return it. 3. Call clients and prospects by name. It is important to call your clients and their staff by name. Keep name and contact records of your clients. Before calling or visiting a site, pull record and study it. 4. You are company. In eyes of client, you represent your business. If you are one of lucky ones who have several techs working for you, training them well will reflect on your company and you. Ditto your receptionist, or whomever answers your phone. 5. Never argue with a client. From his or her point of view, client is always right. Be a good listener, agree when you can, and do what you can to make your clients happy, even if it involves a freebie (a small one). It is more valuable to give a free service and keep your clients than lose them. Most of time. As one of my consultant buddies taught me several years ago, "Sometimes, no work is better than bad work." 6. Don't be afraid to say, "I don't know" (once in a while). If you don't know answer to a client's question, say, "That's a good question. Let me see if I can find out for you." Even most skilled IT professional can't remember everything. Become an expert on where to find answers to your client's questions. Be sure to respond in a timely manner. Remember, client pays your fee.
| | PLORK: Creative Laziness, Part 1Written by Robert Brents
If you work for someone else, when was last time your boss said to you, "I think you're working too hard. I want you to take some time off a just loaf around. In fact, I insist. We'll even pay you for it."Even less likely, if you're self-employed, when was last time you said to yourself, "I need to kick back a bit here. I'm pushing way too hard. This 'free agent nation' gig is killing me. I think I'll take day off tomorrow and do nothing." HA! Not very likely, right? Almost all of us have this built-in mental driver that says something like, "Sloth is a sin. Laziness is easy, downward path that leads away from growth, progress, and prosperity." HOGWASH! Properly applied, laziness does not have to be opposite of that constant, frenzied rushing around trying to get everything done now Now NOW! Keeping your nose to grindstone is surest way to prevent your creative imagination from producing great new ideas. You don't have to be rich (however you define that) to take a day off and creatively loaf. Read this out loud: "If I slow down for an instant, it will all go down drain." Doesn't that sound ridiculous? You know in your gut that's just not true. BACK OFF, VARMINT! I started applying this concept when I was 'working' as an Intranet project manager for a major university. When 10-hour days weren't long enough to solve all problems and deal with all crises, I started working 12-hour days. When THAT wasn't enough, I started working weekends. When my wife told me she was thinking about leaving me because I was never home, I stopped working weekends. The crises didn't get solved, but they didn't get any worse either! Then I started working at home on Wednesdays. I answered phone and sent emails, but I told people I wouldn't come in. Startlingly, crises in office conveniently waited for my return next day, or else people on my staff started solving some of them. Then I really got bold. I started relaxing on my day off. I was still "working", but on solutions, not fire-fighting. Astoundingly, I got much more "work" done in remaining four (10-hour) days than I had ever gotten done in five - or six or seven!
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