Tag Archives: communication

Tips for working with Contractors, Consultants and Remote Workers

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Today’s question came from a busy professional regarding working with contractors.

What are your best tips for collaborating with team members who are available only on a part-time basis or who work remotely? Please share concrete tactics instead of tools.

One of the best tips is to explicitly state your expectations with any contractor, consultant and remote workers. This can be in the form of a contract, an understanding of service, and even your employee Personal Business Commitment (PBC) in which your performance is evaluated against.

Simple Transparency

Understanding how your contractor or consultant works best will alleviate lots of problems and miscommunications.

Examples

  1. You have hired Kelley as a part-time contractor. You are frustrated with Kelley because he hasn’t responded to any of your Monday emails. Unbeknownst to you, Kelley has scheduled his hours on Tuesday and Thursday for your company; and Monday, Wednesday and Friday with his other contract.   If you had taken the time to understand which hours/days Kelley was devoting to your company, you would have avoided this problem.
  2.  On Mondays/Wednesdays/Fridays, Kelley works from a different computer and with different email addresses. Kelley’s preferred method of communication is via mobile-text. This way he can easily communicate with you, even if he is on the other job. If you had known this upfront, you could have easily mobile-text Kelley that you just sent him some information via email.

 

Quick Checklist

These are some of the things you need to discuss with your contractor, consultant or remote employees:

  • Hours they are working
  • How much work (and what type of work) will be completed in those time periods (i.e. their project schedule)
  • How best to reach them in an urgent situation; in a normal situation; or just for status
  • What staff/status meetings they will be attending
  • How they are going to report their status
  • What is going to be included in their status report
  • What their delivery deadlines and quality requirements upon delivery
  • How quickly do you expect them to respond to your requests
  • What happens when they do not meet these expectations

The bottom line is to outline everything that you feel is important to you, and understand (up front) how your team is going to accomplish those items.  Get it in writing AND include the consequences of not meeting the agreement.

For example – if they do not meet the agreed upon schedule:

  • Do you intend to dock their pay?
  • Do they complete the assignment without additional pay?
  • Are they placed on a PIP  (Performance Improvement Plan or probation period)?

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

How do you deal with the pains of customer service?

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Today’s question came from a busy entrepreneur about his customer service plan.

How do you deal with the pains of customer service?

I work in the hospitality industry, and I spend a lot of money on what I call “guest investments” where I give some sort of discount, free merchandise, etc. in order to win back customers when something goes wrong. I can’t tell if it’s working or if I’m throwing money away. How does your business deal with the challenges of customer service and keeping people happy?

This question came up at a very appropriate time. I had recently discovered that my bank offered a “Private Bank Level” for clients that have 1 million dollars invested with the bank. At that level, they receive premiere customer series and 24 hour concierge service.

Consider doing this with your own customer service strategy. In an earlier article (Should I have specific segmented brands or one brand that does all at different price levels?) we discussed the Product Funnel.

Product Funnel Strategy for Customer Service

Give low-interaction help instructions for clients that are taking advantage of your free products and services. Low-interaction help instructions can be in the form of (but not limited to):

  • FAQ articles and cheat sheets
  • Community Discussion Groups
  • Email response within 2 days

As the client invests more in your products and services, they get more access to support.

Structure your customer service as a product line of service. Give premium service to the people that are actually doing the most business with you. This will transform the “pain of customer service” into a product or business of customer service.

Customer Referral and Loyalty Programs

Also, don’t wait until there is a problem to implement your customer service program.   Be proactive with customer referral and loyalty programs. Visualize your product funnel in there area and incorporate rewards programs based on the amount of business your client is currently doing with you. Use your rewards program to entice your customers to do more business or move into the next price-point of programs and service.

Creating a great referral/loyalty/retention program not only elevates your customer service focus and energy – it automatically solves the “pains of customer service” as well. Take time to clarify what your Mission Statement and vision is regarding Premiere Client Service. Start dealing with clients instead of “customers”. Start building raving fans that will ultimately market your products/services for you – and simply release the customers that do not fit in your plan.

One Size Doesn’t Fit All

When you clearly identify your niche or target market, some people will not fit. When someone doesn’t fit, there is only one thing that will make them happy. That one thing is to release them and direct them elsewhere.   This is where affiliated partners and business referrals come in.

You are still providing customer satisfactory solution – it’s just not with YOU. You are still making the client happy.

Quick summary:

  • Clarify your Vision of your target or ideal client
  • Create affiliated partnerships with those clients that are not ideal
  • Design a referral partnership agreement with those partners
  • Design a referral/loyalty/retention program for your target/ideal clients

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

 

 

Should I have specific segmented brands or one brand that does all at different price levels?

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Today’s question came from a busy entrepreneur about his marketing plan.

Should I have specific segmented brands or one brand that does all at different price levels?

All markets have different performance and cost needs. Should we have multiple product brands – i.e. low cost/low performance and mid/high or have one brand that can stretch across multiple performance levels and price according to options? It makes sense to economize the product manufacturing chain but, what is everyone’s experience when consolidating a full portfolio into a single brand lineup?

Your Brand should solve a specific problem for a specific niche or class of people. If you have multiple visions/missions you should have separate branding and marketing strategies. For example: Sarah has her Health Coach business and she also sells her own brand of peanut butter.   Sarah should have separate branding and marketing strategies for those very different product and businesses.

 

product funnel2Product Funnel Strategy

Within each separate brand – you should have a product funnel strategy that leads your target client up your product/service pricing structure. Normally people start off with free samples – to allow the target client to get to know you (like a first date). In Sarah’s example, she may offer a complimentary discovery health sessions, newsletters, articles, short audios/video for her coaching; and free samples of your peanut butter for her other brand.

 

Then you create some low, mid, high end offers for each separate brand. In Sarah’s example, she can create group workshops, subscriptions based programs, one-on-one coaching programs, and then high-end product bundles with personal trainers, personal chef, image consultant, and a high-end shopping spree when your health goals are met.
If you only want to sell your coaching and peanut butter to High-Profile, Affluent clients (that’s your target client) — then you advertize, market and visit only the places where the High-Profile, Affluent people are. Your price points are selected to match the budgets of your target niche/clients.

 

Do you have an umbrella Brand that covers all your products?

You will have an Umbrella Company that owns the Health Coach and Peanut Butter business. But the branding will be different. For instance, Kraft owns Kool-Aid, Velveeta, Miracle Whip and Maxwell House. But each of these products have their separate branding, target market and product Funnels.

 

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

 

 

Should I focus on just one niche customer group initially?

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I have been trying to get feedback from my ideal target audience or nice but I am finding the group hard to reach. There is another target audience that could benefit from my service. I am not as passionate about that group but I think they may be easier to get feedback as I build out my business. Should I focus on both or only one?

 

I recommend that you focus on one niche. But I also want to caution on your method of reaching those people. If your method of reaching “people” is ineffective or flawed – then it doesn’t matter how many target audiences you go after. Maybe it’s not the that the group is hard to reach. Maybe it’s the way you are going about it. If the ladder is true – then you will have the same difficulties with the second niche or group.
My recommendation would be to study up on the most effective methods to reach your target market or niche. Find other business owners that are successfully marketing to that same target – and find out how they are doing it. Start partnering with complimentary business that shares the same target audience. Business network with those who are already successful in marketing to your target audience. Learn from those that have achieved what you want to achieve.

If you would like to chat more about this, please setup an appointment.

How can I get clients for my business?

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Hello, this is Laura Lee Rose.  I am a speaker and author. I am an expert in time and project management.

I help busy professionals and entrepreneurs create effective systems so that they can comfortably delegate to others, be more profitable and have time to enjoy life even if they don’t have time to learn new technology or train their staff.  I have a knack for turning big ideas into on time and profitable projects.

At the end of the day, I transform the way you run your business into a business you love to run.

This question came from a busy entrepreneur:

I am building my health coach business and trying to get clients. I am using social media outlets, emailing other holistic businesses to connect with, and offering workshops to local natural grocers. Getting individual clients is something I really want right now to bring in income and I’m having trouble. Any suggestions?

Defining your target clients:

“Health coach business” is pretty broad. My recommendation is to narrow your niche. You need to be able to clearly identify your target client. For instance;

  • What are the demographics of your target client?
  • What specific problems do they face and want to overcome (be as specific as possible)?
  • Where do they normally live and shop?
  • What kinds of foods do they normally eat?
  • What are their hobbies?
  • What kind of lifestyle do they current have?
  • What kind of lifestyle do they want to have?
  • What income do they make or want to make?

Once you have clearly described your target client – go to places where your target clients are.

For example: if your target client is affluent women, above the age of 40, interested in health – then check out the country clubs to see if you can give talks and workshops there.  Narrowing your target market or creating a niche will actually help you attract more clients and better market yourself.

Next Steps:

Once you have a clear picture of your target client and niche, then market to your Power Team. Your Power Team is small businesses that share your same target market and provide complimentary services.

For example: Small businesses that wish to locate ‘affluent women above the age of 40, who are interested in health’ would include:

  • Gyms, Personal Trainers, Aerobics Instructors
  • Personal Shoppers and Image Consultants
  • Health Spas/Day Spas
  • Beauty Supply consultants
  • Hair Stylist

My recommendation would be to find and collaborate with an affiliated partner in your Power Team group. Create package deals which include services from one or more of your affiliated partners.

Example:

Total Mind and Body Makeover Introductory Package Includes:

  • 3 months Health Coaching (weekly one-on-one coaching)
  • 3 months of Gym Membership
  • 2 celebratory Spa Days (you can take both days yourself, or go once with a friend)
  • 1 Image Makeover with an image consultant, personal shopper and make-up expert

This introductory package offer would go out to your affiliated partner’s contacts, be on their websites, and be equally promoted by them. The promotional package price will be appropriately divided by the participants.

Another sample package could include the “free” offers that the affiliated partners already provide.   For example:

  • 1 Health Coach one-on-one session
  • 7 days membership at the gym
  • 1 free 30 minute massage
  • 1 session to match clothing color to skin tone, and body type.

The idea is to package what the affiliated partners already freely provide, into a more attractive starter package. Providing a more end-to-end solution or 360° program can differentiate your programs from competitors.

Where do you go from here?

Once you have the right programs in place, co-market with your affiliated partners. Create catalyst events that encourage the clients from each business to mingle and visit each shop.   Offer to host a party for the Image Consultant and Make-up Artist at your establishment. Have them invite their clients into your shop for a free Make-Over.

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a presentation on “3 Keys to saying YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes

 

How to handle uncomfortable networking events

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Hello, this is Laura Lee Rose.  I am a speaker and author. I am an expert in time and project management.

I help busy professionals and entrepreneurs create effective systems so that they can comfortably delegate to others, be more profitable and have time to enjoy life even if they don’t have time to learn new technology or train their staff.  I have a knack for turning big ideas into on time and profitable projects.

At the end of the day, I give people peace of mind.
Today’s question came from a busy professional interested in freeing some time and space to advance in his career.


We all understand the importance and value of business networking. How do we handle networking events in a proper and professional manner?

One of the best ways to break the ice at a networking event is to pretend or put on the persona of a host. Focus your attention on “your guests”. Put the spotlight onto them. Allow them to shine and talk about themselves. Most people are there to talk about themselves, anyway – why to against the flow?

  1. Ask them questions about “What brought them here tonight?” “What are they hoping to gain or what are their goals for this meeting?”
  2. If they share that they are looking for referrals on XYZ or people that they can work with on ABC – connect them to someone that you just met at the same meeting that shares those goals.
  3. Don’t stay too long with any one person. Like a host, make sure you mingle. You can say “I know you want to meet more people, and I want to respect your time. I would love to stay in contact, why don’t we exchange contact information and make plans to call each other on Thursday.   How does that sound?”

If you really want to stay in contact, take out your calendar and then move on.

But what if you are shy or is an introvert? Are there any other special tips for us?

Normally what makes shy people uncomfortable is having the spotlight shined on ourselves. So – much like the above advice, shine the spotlight on other people. Instead of worrying about what other people think about you – focus on learning more about the other person. People love to talk about themselves and it takes the pressure off you to carry the entire conversation.

Also, look around to see if anyone is sitting alone or hiding in the corner (make sure it’s not you doing the hiding as well). Then go up and visit them. They may be feeling uncomfortable, so be a good host and go up and introduce them to some other folks.

For additional articles and videos on tips for introverts, check out these artifacts:

 

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a monthly presentation on “how to say YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes

What are the first steps you should do after returning from vacation?

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Hello, this is Laura Lee Rose.  I am a speaker and author. I am an expert in time and project management.

I help busy professionals and entrepreneurs create effective systems so that they can comfortably delegate to others, be more profitable and have time to enjoy life even if they don’t have time to learn new technology or train their staff.  I have a knack for turning big ideas into on time and profitable projects.

At the end of the day, I give people peace of mind.

Today’s question came from a busy professional interested in freeing some time and space to advance in his career.

What are the first steps you should do after returning from summer vacation? Can you discuss the challenges of returning to work after summer vacation and offer some useful strategies to make the transition back to work easier.

We are often bombarded with an outrageous amount of emails, activities, and questions when we return from an absence; whether it’s a vacation, a business trip or an illness. The best solution for “planned outages or absences” it so actually plan ahead. Make sure you have well-trained representatives that can handle your regular activities in your stead. Make sure you have all your important procedures documented and published. Make sure you have your significant dealings completed prior to your leaving. Make sure you have your “second-in-command’ well versed in things that may pop-up while you are away. Make sure your email-autoresponders, and voice messages are properly announcing your “out-of-office” intentions and your backup contact.

I also recommend not giving anyone by your “backup contact” – your out-of-office contact.   Allow your designated representative to determine if/when there’s a need to contact you (and no one else). All information should be flowing through this person while you are away. Don’t sabotage his/her job by allowing people to go around him/her to get to you.

By doing the above, you will have paved you way to an easier entry back into the workplace.

Returning to work after summer vacation

  • Move all your emails to a “misc” folder and out of your inbox. The assumption is that everything has already been taken care of by your “second in command”. Therefore, there is no need to review the past unless it is relevant to the future. If it is relevant to the future, it will come up again. If it comes up again, you still have the information in your misc folder – but you don’t have to review it, unless it comes up again.
  • Focus on things that are relevant for this week. You want to be as productive as you can be, once you have returned to work. Therefore, don’t get bogged down with reviewing things that were completely accomplished while you were away. Many things that occurred will have no impact in the current items, and you will have plenty of time to review them LATER. Curiosity is the only reason to review these things now – but it’s not the best way to hit the ground running after summer vacation.
  • Don’t agree to deliver anything of significance for the next 2 days – use that time to catch up. I normally add 2 additional days to my vacation return date on my voice mail and email autoresponders. This setup of the proper expectations that no one will receive anything from me in those two days. Setting the proper expectation is key to returning to the workplace with ease.
  • Setup one-on-one meetings (via phone is fine) with each of your staff and managers within the first 2 days of returning to the office. Once again – only focus on the things that are relevant to the future, although a quick summary of the past is fine in these review meetings. Before ending each call, highlight any Action Items, Deadlines, and Owners on relevant projects.
  • Return only the calls on items that are still relevant. Don’t waste time on things that have passed. You have successfully done your job to assign a “second in command” and your second-in-command has done his/her job.
  • Update your Individual Development Plans (IDP) with your new goals. Review your Personal Business Commitments (PBC) to see if they are still accurate and up to date. Since you have scheduled this “catch-up” time and have not committed to any significant deliveries in the first 2 days of your return, use this time to review your business commitment performance. This is a great time to make sure your individual development plans and business goals are still on track.
  • It’s also a good idea to review them before you go on vacation – to allow your subconscious to work on your next role, your next promotion and the steps you need to accomplish to achieve those goals.   This sets up your subconscious to work on these ideas while you are on vacation. When you return, you revisit your IDP and PBC to update them accordingly.

In my Professional Development Tool online course and in my various coaching packages, we go over the IDP and PBC in more detail. If you would like to learn more about those services, setup a quick discovery call at https://www.timetrade.com/book/WFSFQ

The key is to have confidence in the team that you left in place to handle things while you were away. A highly effective professional makes sure things will run smoothly when they are away.

 

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a monthly presentation on “how to say YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes

What’s in a job title?

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Hello, this is Laura Lee Rose.  I am a speaker and author. I am an expert in time and project management.

I help busy professionals and entrepreneurs create effective systems so that they can comfortably delegate to others, be more profitable and have time to enjoy life even if they don’t have time to learn new technology or train their staff.  I have a knack for turning big ideas into on time and profitable projects.

At the end of the day, I give people peace of mind.
Today’s question came from a busy professional interested in freeing some time and space to advance in his career.


jobtitleWhat’s in a job title? How does one pick the appropriate job title? What does a title say about us?

A rose given any other name still smells as sweet. So – what’s in a job title anyway? How important is it?

If you had asked me this question several years ago, my answer would be very different. My answer would probably center on individual prestige or associated with the number of years and experience associated with a particular job role or responsibility. Today, my recommendations lean toward looking at what we are trying to accomplish with that title.

Today, I would go back to the company’s goal or the directive. If – for instance, your job is to influence high-profile, high-paying client – then your job title needs to be prestigious enough to warrant their time and attention.

A high-profile client may schedule time with a Director of Research versus a Software Engineer.   But having the owner of the company be the one to install the product at their test lab – may have the opposite effect. It may put unwanted exposure that you are a one-man show versus a long-established company. In that situation, you might want to underscore your founder/owner status and just state that you are here to install their new software.

An unhappy customer may feel better heard if the Customer Advocacy Manager is working with them, versus Tech Support Staff (even though the Tech Support person is handling all the customer advocacy issues).

The audit team might feel better talking to your Division Audit Officer versus your QE Manager (even though the QE Manager is also the one handling all the Audit and Process issues).

Since business cards are inexpensive and you can create your own, having several cards with different titles is useful. To avoid fumbling through which card to give out – have your goal and purpose in mind before the networking event or meeting. Then only bring those cards to the event.

So, in general – my recommendation is to directly associate the job title that will make it easier to achieve the results that you want. Don’t focus on the “years of experience” or “conventional title hierarchy”. Get creative in your job titles – and focus on what you really want to achieve with them.

If your target client values creativity and inventiveness, get creative with your titles. If your target client is more procedural and strategic, then more conventional titles would appeal to them. Focus on the goals and what would attract the target clients.

I know your situation is different. Why don’t we schedule an appointment, where I get to know more about your unique situation? And then I will be happy to make recommendations on what your best steps are moving forward. To schedule an appointment, book it HERE.

With enough notice, it would be my honor to guest-speak at no cost to your group organization.

I have a monthly presentation on “how to say YES to everything but on your own terms”. To sign up for the complimentary course, go to www.lauraleerose.com/Say-Yes

How can I keep activity/participation high around slower demand seasons like the holidays?

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Hello, this is Laura Lee Rose.  I am a speaker and author. I am an expert in time and project management.

I help busy professionals and entrepreneurs create effective systems so that they can comfortably delegate to others, be more profitable and have time to enjoy life even if they don’t have time to learn new technology or train their staff.  I have a knack for turning big ideas into on time and profitable projects.

At the end of the day, I transform the way you run your business into the business you love to run.
Today’s comment came from a busy professional.

The success of my mobile app relies heavily on the activity of users being high and consistent. We have seen a drop in participation which I believe is correlated to it being Thanksgiving weekend. I am predicting the same drop in activity around Christmas and New Year. What are some marketing techniques I can undergo to build up activity and keep my audience interested?

 

Without knowing what your “mobile app” does – it’s hard to give a specific answer. But one way is to provide apps for those specific holiday or natural slumps. For instance, if your target market are parents with small kids – providing a mobile app that tracks Santa’s activity level between Nov – Jan, incorporates the season’s activities.

If you mow lawns, offering leaf-blowing and snow shuffling for the fall and winter months (when the lawn is not growing) are some additional services designed for the natural “mowing-lawn” slumps.

If you own a greet card company, offering CARE packages (Congratulations, Appreciation, Recognition and Encouragement) packages for the slumps between busy holidays card-giving seasons is a way to up-turn the down-turn of business.

Once again – without understanding your target audience, it’s hard to answer this question. Let’s chat so that I can better understand your unique situation. Then I will be able to better recommend your next steps.  It’s really easy to setup an appointment directly into my calendar with this link: https://www.timetrade.com/book/WFSFQ

You may be a micro-manager, if you ….

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Often times, people think a micro-manager is someone that stands over the employee’s shoulders every hour. But that’s not totally true.   There are other traits to a micro-manager that you may be falling into without knowing it.

 

  • If you haven’t taken vacation, you may be a micro-manager
  • If you haven’t delegated the lead of some of your staff meetings, you may be a micro-manager
  • If you haven’t allowed your team to run the show, you may be a micro-manager.
  • If you are afraid of taking a day off, you may be a micro-manager.
  • If you are afraid of what will happens when you are not there, you may be a micro-manager
  • If you haven’t allowed your team to fail, you may be a micro-manager

 

Instead of being afraid of what happens when you are not there — allow things to happen by not being there. You may be pleasantly surprised.

If you don’t allow people to try these things on their own, you miss the opportunities for growth and excellence in both them and YOU. If you are too busy taking on other people’s responsibilities, you don’t have the time for your growth and promotions.