Believe it or not, minding your Ps and Qs really does make a difference in business these days. As one business owner said to a satisfied client: “We always hire for manners because everything else can be learned on the job.”
It’s an interesting hiring strategy; who would have thought that the unique value proposition in the deal would be manners? Although business protocol isn’t actually taught in any business school, maybe they should start.
So what can you do to incorporate a little social grace into your daily routine? It’s not as hard as you think, as the following explains:
1. Focus on the present. We’ve all turned into multitasking machines: we talk on the phone, check e-mail, travel to the next meeting and eat lunch, all at the same time. But juggling tasks is overrated and unfulfilling for all involved. The person on the other end of the line can tell your mind is wandering as your voice trails off, the clicking of the keys in the background is annoying and distracting, you’re about to side swipe the guy on your right side on the road, and food is meant to be shared and enjoyed, not shoved down your throat as fast as possible. Slow down, focus and put your full attention into everything you do. People notice and appreciate your interest.
2.When you’re on the phone, smile as you talk. Smiling almost forces you to articulate more – it’s harder to mumble and slur your words when you smile. And a smile comes through in your voice and tone. We all know companies that put millions of rands into a fancy customer relationship management (CRM) system to help them “touch” their customers in meaningful ways. The funny thing is, when you phone their main number, you get put into a phone tree that never seems to end. It’s frustrating– you actually have to listen to several minutes of “Press 1 for X, press 4 for Y”.
Most of us would first recommend the company has a real human being, preferably one who smiles and picks up the phone, at least during normal business hours. A company like this can hire alot of people for all the money it spent on the CRM system upgrades and training. Call us old-fashioned, but it really is nice when you can reach a smiling human being on the other end of the line.
3. Listen to your phone’s outgoing message. If a salesperson’s voicemail barks, “I’m not here. Don’t leave me a message on this phone!”, would you buy from him? Not likely. Make it easy for people to find you and follow up with you, especially if you’re in a people business. It’s perfectly acceptable to say thatyou’re travelling and unable to check messages regularly, or that you prefer people to leave messages at another number, or even to set your cellphone so it doesn’t accept messages at all. Announcing that you don’t welcome voice messages makes you seem unapproachable and cold. Neither are desirable qualities in business.
4. Apologise when you make a mistake. It’s the cover-up or denial, not the screw-up, that ultimately gets you in trouble. Imagine having two people not show up for scheduled meetings. One makes excuses and says he’ll get back to you with dates for a lunch to make up for it (and doesn’t bother), and the other phones the following day asking when and where you can meet again. Everyone has emergencies. It’s how you handle these situations that show your character. People can become more loyal than they ever intended if you rectify a bad situation by addressing the problem and making amends. “The dog ate my homework” didn’t work in high school, and it won’t work in business. Come clean and make good on your promises.
5. Let the call go into voice mail. Turn off your cellphone when you’re in a meeting and forward your phone into voice mail when people are in your office. If you start responding to every incoming missive, you send a message that the person you’re with just isn’t important. People don’t care how much you know until they know how much you care, so give them your full attention and be engaged in the conversation in front of you. In a movie theatre, before the movie starts, there’s an ad to remind people to turn off their phones. Do we really need to stoop that low in business too? Before you give speeches or workshops, ask everyone in the room to silence their phones, and let them know that you’ll collect R10 for every phone that rings and donate the money to charity. That usually does the trick.
6. Practise positive e-mail etiquette. If you wouldn’t want to see it on the front page of the newspaper, then don’t send the message. It’s amazing what gets passed around the office and left on the printer, and you can be sure that information will fall into the wrong hands. So before you hit “Send” after a heated interchange, take a walk, get a cup of coffee and then read it one last time to make sure you really want that message to go out.
7. Acknowledge gifts. A simple “thank you” is sufficient. It’s embarrassing for both parties to have to follow up to make sure a gift was received. The person who sent the gift isn’t fishing for a compliment; they just want to be sure their package was delivered. And the recipient knows they should have responded sooner. Save everyone the hassle, and just drop a quick e-mail saying that it arrived. A corollary to this one is that if someone is responsible for helping you find a new customer or getting you a meeting with an influential person, you should let them know that you appreciate their help. A customer or a meeting is a gift in many ways.
8. Don’t take it out on the receptionist or cashier.When things aren’t going your way, don’t let the first person you come in contact with take the brunt of your anger. It reflects badly on you, and it’s likely that whatever went wrong wasn’t their fault. Maybe all good manners just go back to the golden rule: do onto others as you would have them do unto you. You may, infact, find that good manners will turn into good money. So listen to your mother and mind your manners. It’s the little things that add up to making a great impression with every encounter. Focus, smile, listen. It doesn’t take much these days.
Don’t Victimise Your Mind: The 6 Keys To Develop Yourself And Your Business
This writing offers six keys to self and business development.
“Plan your work and work your plan” – Ann-Marie Heidingsfelder
Considering the plethora of permutations within the self and business development fields it is truly hard to develop yourself and your business. The good news; however, is that it is possible for all to achieve fulfilment and sustainable business success should we consciously choose to and act on our choice with a mountain of good old-fashioned ‘grit’ to underpin our efforts.
This writing offers six keys to self and business development:
1. Find your purpose
It is highly probable that a number of readers might roll their eyes when they read again that they have to find their purpose and brand such a suggestion as cliché. Well the thing with clichés are that they are mostly true but they require investigation and reflection beyond surface judgements and thoughts in order to have true practical meaning in your life.
Finding your purpose for yourself personally and for your business means that you attach a lot of positive and transformative meaning to what you are doing. This meaning transcends yourself and adds value to society. Having sincere purpose is a source of inspiration and can get you through severe challenging times.
2. ‘Stack’ your inspirations
I prefer the term inspiration over the use of the word motivation. Motivation is as fickle as your will power and is finite. True inspiration mainly fuelled by a strong and enduring sense of purpose has the power to help you overcome the most challenging circumstances.
For the purposes of enduring success and fulfilment you need to connect the dots between whatever inspires you which will create a powerful and symbiotic effect that will give more meaning, confidence and improved results to what you are doing.
In practical terms this means to:
- Listen to music daily if music inspires you.
- Workout daily if well-being is a source of inspiration to you.
- Read the work of others daily if knowledge inspires you.
- Sing in the shower if your own singing inspires you.
- Meditate daily if seeking within for answers inspires you.
- Sleep deeply and at least six to eight hours if deep rest inspires you.
- Look at images of great works of art if art inspires you.
- Daily look at your written Vision and goals.
- If dancing inspires you dance every day.
The above are just a few examples of what might inspire you. You need to ‘stack as many inspirations’ as possible in one day in order to experience a great day.
3. Unlearn the victim mentality
The victim mentality presupposes an inclination towards a life of excuses and justifications however valid or invalid they appear to be. Several ancient teachers have taught us to look deeper into our own trials and tribulations and shift the paradigm of suffering them to honestly learn from them and become stronger as a result:
“I take pleasure in my infirmities” – St Paul
“The wound is where the light seeps in” – Jalal ud din Rumi
Reflect on the challenges in your life purely from a learning perspective and stop assigning blame to others or even yourself. Changed behaviour is the only true apology. Past guilt and less than desirable past results can weigh us down within a state of fear and anxiety within the present moment.
Direct your energy towards actionable solutions to challenges as opposed to diluting your finite energy reserves by overthinking on past negativity.
4. Unlearn the desire to always be right
Do not get stuck in the perpetual cycle of frustration caused by you thinking that everybody thinks or should think like you. Yes, you are mostly right but only within the realms of your own perspective.
Be open to other alternatives, truly listen to opinions and learn from others. Instead of holding on to an opposing view for the sake of defending your ego and the desire to be right attempt to ‘connect the dots’ between opposing philosophies and find the common ground between them. This attitude builds relationships and slowly but surely builds bridges between enemies.
5. Unlearn your need to ‘do something in order to get something in order to be something’
For most an expectation is to do well at school, then university, find a great job and build a family. All of this has to be done to truly be someone in society. A key and paradigm shifting realisation for me in life was that ‘you don’t get what you want but what you are’ – This means that you attract both your empowering beliefs and your limitations of who you are to yourself not what you want.
Therefore if you want more love in your life, first be more loving. If you want more money first truly develop an abundance mentality and not only pay lip service to the idea of abundance.
6. Take swift and confident action, daily
Procrastination is the top enemy to success. Overthinking leads to more anxiety. Yes think but do it rapidly and effectively by asking and answering key questions such as:
- Will this serve my purpose?
- Will this be worth it?
- What are the potential risks and what can I immediately do to counter act them?
- Does this resonate with me and does it align with my values and mission?
- How can I build capacity for this?
If I am unsure I should immediately take action on quickly finding out more and then execute. Procrastination reduces productivity by a great deal and builds your level of anxiety.
How To Leverage Your Skills To Start A Side Business
Start a service-based business with knowledge you have acquired over the years.
According to the Global Entrepreneurship Monitor 2016 report, more than 25 million Americans have initiated entrepreneurial ventures. Being an entrepreneur is synonymous with being a risk taker, and one of the best ways to minimise this risk is by starting on the side, from home. In fact, according to the same report, more than half of U.S. entrepreneurs start and operate their businesses from home.
Many aspiring entrepreneurs fail to start a business due to lack of funds and business knowledge. The truth is, in most cases, none of that is required. Entrepreneurs get rewarded for solving people’s problems exactly the way employees get paid for their services. Starting a business is about creating value by solving problems and addressing needs, therefore, capturing an opportunity to serve others and getting compensated for your work is entrepreneurship in its purest form.
Especially for service-based businesses, this does not require a website, marketing campaign, business plan, round of investment funding or any other assets but your existing skills, knowledge and a laptop.
In my experience mentoring entrepreneurs with different backgrounds and visions, I found that most aspiring entrepreneurs worry too much about their 100th customer when they haven’t even acquired their first. Most entrepreneurs worry about growth stages before building a foundation.
This article shares three simple steps to help you clear your thoughts and focus only on the activities that matter in the beginning of a business venture.
1. Define your service
The key is to stick to your area of expertise. While you may have plans to start a thriving business with many products, services and customer segments, thinking too big too soon will have failing consequences. The challenges entrepreneurs face trying to run before they walk is overwhelming, and this causes failure.
What is it that you do today? This will be your service. If you were hired to do a job, chances are you are good at what you do. If you are a social media marketer, other companies need your services and consulting. The same applies to project managers, designers, programmers, teachers, engineers, researchers, assistants, scientists, coaches, speakers, etc.
Grab a piece of paper and write down your solution – “I offer X.” Before defining your ideal customer, start by writing down your service. It’s fine if your solution is as general as, “I offer social media, consulting, accounting or research services.”
Defining your ideal customer in the next step will help you become more specific and targeted.
2. Define your ideal customer
Service providers are often challenged with the ideal customer definition. This is understandable because virtually speaking, using some of the services mentioned earlier, many companies of different sizes need project management, design, programming, teaching and coaching services. Focusing on the ideal customer doesn’t just save time and money in finding and serving the customer but more importantly, it helps in the outcome of your contribution and your results. An ideal customer is “ideal” because you know how to help them get results. They need people like you.
The ideal customer definition process starts exactly like service definition. Start with the company that trusted you to do a job — your existing or previous employer. Chances are, many similar companies need your help and expertise. You may want to avoid serving your employer’s competitors, however, using them and their needs as a benchmark will quickly help you identify similar companies in different categories or industries.
No matter how competitive your space is, the barriers to acquiring the first customers will still be much lower than learning a new skill to serve customers in less competitive industries. Stick to your background. Especially in the beginning, focus on customer segments with the least players. The bigger the company, the longer the sales cycle. In this case, even if your experience is in helping Fortune 500 companies scale, you may want to focus on smaller companies with similar profiles and help them grow as big as your current or previous employers.
Your value proposition combines service and ideal customer definition. I help [ideal customer] with [your service], and I do it differently or uniquely by [how are you different].
For example, I help professionals leverage their skills to launch service-based businesses by providing them with a clear roadmap to paying customers, and I do it uniquely through a tested and proven framework that aims to minimise costs and reduce time to acquisition while bringing clarity and trust in the entrepreneur’s journey.
3. Define your acquisition channel
This step is simply about connecting the first two steps. In other words, how do you convey your service to your ideal customer? Use this as a rule of thumb. Your first customers are hand picked. Yes, social media, SEO, funnels, affiliate marketing and all other marketing strategies can help, but you must get your hands dirty to close your first customers quickly.
When you start and don’t have proof or case studies, people will invest in you, therefore, presenting and selling yourself is your best bet. From experience, here are the two best channels to accomplish this goal.
- Cold emailing, including using the power and network of LinkedIn. Drafting a personalised email or message that goes directly to your potential customer’s inbox is one of the best ways to grab their attention, especially when you are addressing businesses. Keep your message short, mention an interesting fact about their industry, comment on one of their recent posts or accomplishments, and present your services and how it can help them drive results.
- In-person events, especially smaller conferences, meet-ups or social events. Defining your acquisition channels is essentially about finding a way to signal your availability to your ideal customer. Local and national events are a great way to build personal relationships that can soon turn into business partnerships. Spend time developing and nurturing relationships and the rest will follow naturally.
Finally, and above all, the world needs your skills and expertise, and people are ready to compensate you for your contribution. We are all entrepreneurs in one way or another. Entrepreneurship is about creating value through solutions. You do that already, so it’s about time you capture other opportunities on the side or full-time.
This article was originally posted here on Entrepreneur.com.
5 Healthy Habits Businesses Should Adopt In 2019
Here are five beneficial habits your business should adopt in 2019.
When we think of adopting healthy habits, we usually think in terms of our bodies or our personal lives. But as an entrepreneur, shouldn’t you be adopting healthy habits for your business too? After all, like our bodies, businesses perform better – and are better able to withstand the occasional storm – when they’re functioning at an optimal level. So how does the concept of “health” translate in a small business context? Here are five beneficial habits your business should adopt in 2019:
1. Streamline your cash flow
You can have all the impressive clients you want, but if they’re not paying you on time (or at all), your cash flow will suffer – making it very hard for your business to function. Similarly, if you don’t strategically keep money in your business (for example by only paying bills when you need to), you can also run into trouble. Since cash flow is so important to a healthy business, take a high-level view of the money that’s coming in and the funds going out on a regular basis. Then, make sure that the two work in tandem, so that your bottom line stays as stable as possible.
2. Apply the KonMari method
Author and organising consultant Marie Kondo has exploded in popularity in recent years, and her 2011 book, “The Life-Changing Magic of Tidying Up” has been published in 30 countries. In a nutshell, the KonMari method is all about keeping only those things that spark joy in your life – whether it’s clothes, books or furniture. The result, Kondo believes, is a happier, calmer, more contented life.
You could apply this principle to business too. For example, which clients are more trouble than they’re worth – and conversely, which ones give you joy that you could find more ways to work with? Or, what services does your business provide that your heart’s really not into – and which ones are you passionate about? This mindset could apply to almost any business context, from a branding refresh to streamlining your service offering, or even just clearing the clutter from your office.
3. Use tech to get organised
Admin tasks can often be overlooked in a small business, because employees are typically wearing so many different hats: they’re salespeople, account managers, the HR department and more. But if you let the admin slip, your business can suffer, and this can spill over into your dealings with customers. Luckily these days, there’s lots of tech available to help you with almost every aspect of business administration, from invoicing and budgeting, to timesheets and project management. Most of these are available at a minimal cost (or even free), so they don’t require a huge outlay. Making this small investment can pay for itself many times over in helping your business run more smoothly.
4. Get the pipeline rolling
The key to keeping your business healthy is to keep the momentum going, which means keeping the flow of new customers. Even if you’re in a comfortable position right now, you never know what’s around the corner in terms of your industry, new competitors or the economy in general. That’s why it’s important to keep stoking your sales pipeline by looking for new leads all the time. Be proactive: go to networking events, ask to be introduced to companies you want to work with, or even just try and upsell to existing clients.
5. Keep your people healthy
When it comes to the health of yourself and your employees, the personal and business worlds definitely merge. After all, if you or your employees are constantly sick, they can’t be giving their best to your business. Several medical schemes, such as Fedhealth, have a medical aid offering specifically for corporates and their employees. Besides helping to lower absentee rates and improve productivity, you’ll also boost employee morale by the improved benefits you’re offering.
By adopting just a few healthy habits within your business, you’ll make sure that in the long run, it’s as successful as it can be. It works the other way too: A successful business will have a positive impact on you as the business owner – you’ll enjoy going to work and be happier in general, which will go a long way to keeping you healthy too.
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