Small Fish, Big Pond....

I was recently asked how you compete as a small fish in a big pond. This person owns a retail business within a mall. While he has amazing products (and an even better location), he feels that the other bigger, brighter retail signs are stealing from his business. He asked me how does one compete as a small fish in a big pond. I put a lot of thought into this. Here are my top 3 ideas;

Step 1: Make sure customers can see you and your best-selling products through the retail space's front window. If your cashier is all the way at the back, people will be less likely to shop at your store. They want to see your product, buy it, and then easily get out of the store. It is a statistically proven fact that retailers with a cash register placed at the front of the store do better. Why do you think you can buy perfume as you arrive inside a Macy's store?

Step 2: Tone down the blaring music. Some mall retailers do this to "attract attention". If you are selling to a demographic of 13-20 years of age, this is OK. If not, the music becomes overwhelming and no one wants to stay in your store. Many people shop with a friend or while on the phone. Blaring music can interrupt their conversation and they will leave your store because of this.

Step 3: Offer something unique. More and more nail salons are offering champagne with their pedicures. Other stores provide dog treats. Figure out a way to offer something free that will be memorable to your customers- something the major retails simply couldn't do.

I hope this information is helpful.

Until Tuesday,

Twyla N. Garrett

Dealing with Difficult Clients

I’ve touched on this before, but I want to dedicate today’s blog to those who expect perfection at the cheapest rate possible. I recently stood behind a lady in Starbucks who was bringing her drink back. Starbucks has a great policy on drinks that are made to subpar standards. They will remake the drink for you until they get it right. She had a tall drink. She went on and on about how terrible it was. She was making me late for a meeting. She demanded her money back. The barista said ‘no’ and explained the policy. She continued to hold up the line. Shortly after, I found out she was complaining about a basic, tall coffee. The cost was less than two dollars. Annoyed, I gave her the two dollars….. My meeting was worth more to than the cost of her coffee.

After my meeting, I was waiting for a cab in a professional building’s lobby. I heard three people talking about their marketing company. They were upset that it had been three months with no results in their opinion. So, I asked them who the marketing company was. They gave me the name. I asked them if they have seen business increase over the past three months. They said they have, although it has been a slow journey. I asked them why they thought the marketing wasn’t working. They said because the company hasn’t hit the million dollar mark in sales yet. I asked them what they did at their company, they said sales!

Sometimes companies make mistakes. Sometimes companies can be the blame for the shortcomings of other people. Either way, there are going to be difficult people in the world and difficult clients.

The best way to deal with a difficult person or client is to be empathic, shut up, listen, and then offer a solution in a low, calm voice. If this doesn’t work, ask the customer how you can rectify the issue. If their solution is way off base, ask them to leave. There is no saving this customer regardless of what you offer. You should move on.

Starbucks, in this case, could have saved their complaining client by adjusting their policy and providing her with her two dollars back. The marketing company noted above can’t do anything about its perception. The sales people are simply relying on the marketing company to do its job and theirs. In this case, the marketing company needs to fire the client.

I hope these two different examples help you determine when and how to move forward when dealing with difficult clients.

Until tomorrow,

Twyla N. Garrett

Two Tricks to Improve Business Credit!

Obtaining financing is hard. It doesn’t matter what your credit score is, new businesses often are faced with ‘no’ after ‘no’ when first starting out. If you have a less than stellar credit score, obtaining credit is going to be even harder.

I have some sure fire ways to make improving your credit- or lack thereof- easier in business. First, know that 35% of your credit score relies upon your timeliness of payments. If you have a new business with no credit, obtain a pre-paid credit card. Make and then payoff (and on time) small purchases every month. If you have poor credit, this simple tactic is the quickest way to jump your credit score.

If you do have a great personal credit score but a poor business credit score, don’t cojoin the two. Keep these two entities separate, after all- they are separate entities. While cosigning for your business may help your business obtain a better APR, your personal score will suffer and this isn’t a good thing.

My second tip is to check each statement you receive yourself. You can’t rely on your accounting people to take good care of your company’s credit- or build it up. You need to look at every paid, pending, and outstanding invoice on a monthly basis. You need to examine monthly bank statements. You need to examine payroll. It is up to you to verify numbers and transactions. Accounting people can help you navigate your finances but it is up to you to ensure accountability and authenticity in every transaction.

Until tomorrow,

Twyla N. Garrett

How to give a killer presentation.

I receive wonderful comments back from attendees at the conferences I speak at. I don’t mind gloating about this. Why? Because I can share the secret to my presentation success with my blog audience. You see, I love public speaking but wasn’t that great at it when I first started. Someone shared the following secret with me, which has improved my presentation skills regardless of the audience size. So, I thought I would share it with you. I promise, if followed, you will be gloating about your wonderful feedback too!

End with a quote! It seems simple enough, right? You’re probably thinking a quote ending is silly. Well, it’s now. You see, people will remember a quote. They will associate that quote to your brand. They will use the quote often and, when doing so, think of you. They will share the quote on social media, they will talk about the quote at meetings, they will not believe that you ended a presentation using someone else’s quote. Your borrowed quote will be memorable!

The key is to select the right quote. It has to tie into the topic you are speaking about. It has to be cited to someone everyone is capable of knowing- at least from a name recognition point of view. The quote should be limited to two sentences. The quote should be said and mirrored in a presentation slide. And, if you give out any collateral, the quote should be at the very end.

Still intrigued? Try it! The next time you are speaking to a small group- even friends at Starbucks- leave the room with a quote. I promise you it will be a pivotal moment for you.

Until next time,
Twyla N. Garrett

The 2014 WILDE Leadership and Service Awards Gala

I love to meet my fans! If you want to support a great group of women, please consider buying tickets to the following event. Oh, and I am the keynote speaker!

he WILDE Leadership and Service Awards Fundraising Gala is an annual event held in the city of Atlanta that seeks to highlight and recognize proven leaders in the community who have shown a commitment to improving individual and community standards. Honorees exude excellence and integrity in their area of expertise, and stand as role models in society.

The event is known to motivate, inspire, educate and entertain while building networks in two incorporated folds:

WILDE The Runway- A Charity Fashion Show: is an extraordinary platform for designers in the fashion industry to showcase their creativity and artistic skills while creating awareness of different cultures through the display of artwork and dynamic designs. It also serves as a platform for highly talented fashion designers seeking more visibility. We have added an interesting twist to the 2014 WILDE The Runway by bringing to you an exclusive kids fashion show. You do not want to miss!

Awards Gala: is an evening of cocktails, entertainment and fine dining during which honorees will be presented with the 2014 WILDE Leadership & Service Awards. Among other amazing activities, there will be an engaging panel discussion involving extraordinary speakers from all over the nation speaking on “Women Embracing Life and Leadership.”

BENEFICIARIES

The 2014 WILDE Leadership and Service Awards Fundraising Gala will benefit WILDE Charities and Beauty4Ashes Foundation.

When: October 11, 2014
( 7:00 pm to 11:00 pm)
Future Vision
1212 Fowler St. NW,
Atlanta, Georgia

Tickets start at $45. You can buy them here: http://wildeawardsgala.org/purchase-tickets/

Twyla Garrett on Politically Incorrect Radio.

Productivity Killers

I wanted to spend some of today discussing productivity killer. I recently had the pleasure of helping one of my employees out. After working through the task, I realized what is taking her four hours to complete was done in 45 minutes under my watch. Astonished, I had to ask why. I saw with her to see if she did things wrong or if I had missed something, I never led on why I was asking.

My employee did everything the exact same way I did. The only difference? When she was working with me as her shadow, she completed the task in just over an hour. Where were the other three hours I was paying her for? At this point I questioned her. She explained she is answering emails and taking phone calls between actual work. While this was a possibility, I didn’t see it as a three hour difference. In fact, I was also responding to emails and taking calls on speakerphone and still completed the task in less time.

After further investigating, I found the productivity killer. Google! Yes, Google. While my employees have to use it to look things up, it turns out they get distracted by the headlines, links, etc. And then they Google things they should be looking at on their off time, get tied up in related industry news headlines, and so forth.

No, my employee didn’t get in trouble. It wasn’t a deliberate act and we created an action plan together. I also figured out a way to take my employees off line when needed to ensure productivity. The point is, I wanted to share this so you know just how distracting Google can be to any task. It is a productivity killer. So, if you need to think, brainstorm, write, plan, or just need to relax- leave your phone at home and find a place with no internet or computers!

Until tomorrow,

Twyla N. Garrett

Are Your Employees Engaged?

Here is an issue not discussed much in business, employee satisfaction. Many employers believe they are doing a service to their employees by giving them a job. They believe employment is a win-win situation. The employees get an income, the employer gets works done. Well, this isn’t enough anymore.

Disengaged employees tend to provide poor customer service and sour the work culture. In order to engage your employees beyond a paycheck, it is crucial that customers are defined as the equivalent to gold. You have to constantly show leadership through customer appreciation to stress how important it is to treat customers with respect. If you put your customers first, your employees know they have to follow. They, in return, become engaged.

Next, you have to create subteams. That’s right, accountability teams. Don’t leave employees alone and behind their cubicles. Engagement goes beyond the name tag. For engagement to happen, create small groups within the company and allow them to meet twice a week for a half of an hour. This brain building / venting session brings employees together. It unites them and makes them feel as if they have a true leadership role, not just an employee badge number, within your company.

If you can lead up employee engagement, I promise you the customer service your company delivers will be amplified.

Until tomorrow,

Twyla N. Garrett

Can You Be Persuasive?

Part of owning a business, or being in sales, is knowing how to close a deal and be persuasive. Not too many people are masters of this art. You can pitch your product or services all day long, but if you can’t convince people to part with their money- your business will fail!

If you want to become better at selling your products or your services, you have to look to improve upon your convincing skills. I did my research and have developed 3 easy steps to becoming more persuasive. The first step is an easy one. Shut up! That’s right, stop talking. Many people sell themselves out of a sale because they keep talking. Instead, talk about how your product or services solves a problem for the potential client and then zip your mouth. If they’re interested, they will ask the questions and come to a conclusion quickly. If you keep talking, you complicate this process.

You also want to share both positives and negatives. If you promote your products or services as fail-proof, your client will not sign up with you. You want to WOW the audience and promote your product but you don’t want to stretch the truth or over promise. So, briefly touch on the negatives associated with your products and services and then move on. Again, shut up about the negatives after you have covered them.

Finally, slow down. If you talk fast, you have to learn to work on slowing down. Most people distrust a fast talker. This is a proven fact. People buy from people who speak using a regular pace and tone. Talking too fast, swearing, using a high-pitch voice, saying “yes” to everything- these are all red flags for people. If you use these tactics, you will not persuade a single person.

I hope these tips help you improve your sales. If they do, please share your story with me on Facebook or Twitter.

Until tomorrow,

Twyla N. Garrett

3 Ways to Push Your Website

Do you know how to keep your website competitive and fresh with customers? Well, if you are not doing all of the three tips below – then your website is lacking within the business world.

1. If you have a video graphic load in before someone can get into your website, you are failing. Your website has to be clean and easy to navigate. Opt-in load ins or video previews (without a pause or bypass option) are really bad news for content engagement.

2. Pop-up offers hurt you. I am really hopeful you have already come to the conclusion that pop up ads are just about completely considered as SPAM in today’s social media culture. You need to offer visitors to your website something of value, not a bunch of ads to click through. If you customer sees you have a lot of pop up ads on your website, you will have a lot of traffic that lands on your page and then clicks off of it within the first twenty seconds. Keep a static website without popups and you will be fine.

3. Navigation is everything. Don’t hide service or product tabs. Don’t make people search for them, either. If you have to send your visitors through one or more pages to get to a service or product page, you will be losing business.

I hope this information helps you take an impartial evaluation of your own website. It is easier to fix website deficiencies versus not addressing them and losing traffic and business!

Until tomorrow,

Twyla N. Garrett

The 2nd Biggest Financial Mistake!

Tonight I want to continue my blog from yesterday. On Thursday, I spoke about the secret to avoiding financial issues in life and business. In fact, I listed the number one mistake we all make. So, what is the second worst financial mistake we make? Depending on one source of income.

In business, owners are always looking to market to new money / new customers? Why? Growth and expansion. Counting on their current customers is good, but shouldn’t keep a business complacent because financial situations change and some customers simply outgrow a product or service. The same theory should be applied to your financial life from a personal perspective.

Relying on a single income thread isn’t good. If the market goes under, you lose your job, the business doesn’t take flight – whatever- your one and only income source is gone and you are forced to hit up your savings account.

The best piece of advice I can offer you tonight is to seek out diversification on how you earn and grow money. Spend this weekend looking at different investment concepts, side businesses, freelance opportunities, etc. I promise you, when one income source hits a tough period, you will thank me at a later date.

Until Monday,

Twyla Garrett

Your Worst Money Mistake

It doesn’t matter how much money you have or don’t have it, keeping it is a challenge for most people. In business, many financial tips are given out without much thought as to why people are looking to get rid of their money! Financial guru Dave Ramsey suggests you not carry cash or credit cards because when either is available -- you’ll create a reason to use it. I agree. In fact, this is my biggest money mistake / tip for anyone and everyone.

The biggest mistake you can make in business or not, when it comes to finances, is to find excuses to use your money! To counter this behavior, place at least 25% of all cash earned (before bills are paid) into a savings account that is hard to access. No debit card, no ability to transfer cash into other accounts – make this savings account almost impossible to get to and even more expensive to withdraw from.

After your bills are paid, put another 2% of your “spending” cash into this account. This is the best thing you can do to prevent yourself from making the worst money mistake known to mankind.

Example: Let’s say you personally draw a salary of $4,000.00 a month. After taxes and healthcare, in a decent world, you are bringing in $3,600.00 a month. $972.00 (27%) of this month HAS to go into that hard to reach savings account. I know what you’re thinking, that leaves you with $2,628.00 to live on for the month. Well, people have lived on less and made. You are going to have to downsize in many areas if you think this is impossible, but you can do it!

Here’s the benefits. If you stick with the 27% rule (not including small percentages of interest earned) you will have over $11k in the bank at the end of a year. Do this starting at age 30, you’ll have $352k in cold hard cash sitting in your bank at age 62- that’s pending you don’t ever get an increase in income. Plus, while saving, you have some “safe” money incase all hell breaks loose and you have to dip into your secret saving account.

Let’s talk business profit. After employees are paid, insurance covered, bills deducted, etc.- your company makes an average of $12k in profit per month. Before putting money aside to reinvest in yourself, put 27% of that money into a business saving’s account. Over the course of a year, your company will have $38k in savings alone. That’s $380k over the course of ten years!

My point is to make adjustments to your lifestyle and prioritize your spending and saving habits. While the concept is elementary, not saving enough money continues to be today’s number one money mistake amongst workers and business owners alike!

Until next time,

Twyla N. Garrett

Twyla Garrett Named Keynote Speaker for the WILDE Leadership and Service Awards Philanthropy Gala

Twyla Garrett is the owner of IME (HireIme.com) and the author of Homeland Security; A Comprehensive Guide for All. Garrett, who recently spoke at The United Nations, has been invited by The Women in Leadership Development and Empowerment Inc. (WILDE) team to act as the keynote speaker at their annual awards and philanthropy gala this October in Atlanta, Georgia. http://wildeawardsgala.org/

Ms. Garrett will speak to an audience of professional women who have made strides within their own careers, and who have also had a substantial impact on today’s business society. This year WILDE is honoring six women for the following categories; Woman of Valor, Philanthropist of the Year, Executive of the Year, Under 30 Entrepreneur of the Year, Health and Fitness Woman of the Year, and Community Builder of the Year.

“It is an honor to be able to speak at such a notable event that promotes other women. I don’t have the list of this year’s current nominees, but amazing women were honored last year and I know WILDE will “one up” that event,” said Ms. Garrett. “I’m going to speak about my story and how other women helped me find my entrepreneurial voice. It is imperative that we support one another through the good times and through the failures. WILDE shares my sentiment, which makes this opportunity even more special!”

Twyla Garrett is an emotional, physical, and sexual abuse survivor. She is an Ohio native who sought to climb her way out of despair, family trauma, and financial disadvantages by following her entrepreneurial spirit to San Diego, California and, eventually, Washington, D.C. Ms. Garrett attended John Marshall High School, Ursuline College (BA), University of Phoenix (MA), and Dartmouth University Tuck Business School (Executive Management Program). She has spoken at The White House and is an executive consultant to federal, state and local emergency management and homeland security programs nationwide. In addition to IME and other businesses, Twyla self-funded a 1.5 million dollar entertainment complex in Cleveland, Ohio. Her efforts single-handily added to the improvement of Cleveland’s economic culture by hiring formally homeless individuals.

Members of the media are invited to attend the event with Ms. Garrett upon request. Interviews are available by submitting a story request to Helene Vece at 702-749-5925, ext. 210.

The WILDE Leadership and Service Awards Philanthropy Gala will take place on October 11, 2014 at Future Vision - 1212 Fowler Street, NW. Atlanta. GA. The event runs from 7:00pm - 11:00pm.

Networking and Building Relationships 102!

It is becoming more and more acceptable to network online, not in person. If you are starting from ground zero as a business person, finding emails to pitch and network to can be hard. So, the next move for people in this position is to network online and gain email contacts to develop real business relationships.

In order to do this is to start with Twitter first. You can find connections based on industry. For example, start conversations with a simple search on Twitter. If you are in auto sales, search “Auto Sales New York” and then follow all the people that come up. Next, start real conversations with the people returned in your results. Once you have their email address, set up a list that says “Twitter Auto Sales New York” and send eCards out on major holidays. These small steps make a big difference when it comes to online marketing.

Next, start a networking group on your Facebook page. This is a separate FB meant to generate new industry contacts, not sales. Why do this? Let’s say your workload is in overdrive and you can’t handle another client- well, you post the opportunity and contact in your group and say you are going to refer this person out in exchange for a list share. Then you gain something and your peers can bid for a lead based on your referral.

I hope these suggestions spark a boom in your online networking and relationships efforts. Don’t expect results overnight and don’t buy likes. You need to focus on making the connections and then keeping the connections and these two efforts take take.

Until tomorrow,

Twyla Garrett

3 Things New Business Owners Are Failing to See!

There is no manual for being a new business owner. You can go to business school, your family can have owned a business, or you may have held an important decision making role for a Fortune 500 company- regardless, you are still not completely prepared to be a new business owner. Why? Well, each business owner has a specific journey designed around not only his or her industry, but the approach and resources associated with their business and related to their chosen industry.

This said, there are three common areas new business owners fail to pay attention to, or “see”, when launching a new venture. The first, and biggest miss, is cash flow versus profit. Forget making a profit for the first two years. This occurrence is rare. You need to maintain a moving 10-13 weekly cashflow forecast to survive. Most new business owners fail to maintain a working cashflow and then, when an emergency happens, it isn’t there and the business folds.

New business owners have to work in general terms, not specialties. Why? Chances are you will not have the budget to hire a marketing team, writing team, sales team, graphic designer, web designer, social media account manager, etc. right off the bat. These positions will have to come with growth. Ironically, you need many of these positions to obtain growth. Thus, these hats will have to be worn by you! So, be a generalist and not a specialist!

Finally, know that you have competitors and they have established customers. It is very hard to grab a customer away from another business simply based on better pricing. There are countless studies that reflect this. Instead, people tend to change products or vendors based on improved or better features, not pricing. So, think about how your company can appeal to the competition’s clients from a features point of view. Most new business owners dive into price point wars right away, which kills their potential for growth.

Until next time,

Twyla Garrett

Simple, Great Customer Service Defined.

I can define customer service in three words. What are they? Above the curve. That’s right, now ahead of the curve but above it. Keeping clients happy is as simple of anticipating their needs so much that you are not only ahead of them with the anticipation, but you are flying so far above them that you start to meet their needs without being asked. You aren’t there to simply respond immediately to a request, you provide the service / product before the request can be made.

Being above the curve is easier said than done. You have to first gain the client’s trust, get to know him or her to develop and then predict their needs, then you have to have the resources to perform the magic of implementation without being asked. Time, effort, and attention to detail are all required to perform not only in anticipation of your client’s needs, but as answer to your client’s needs before the need even occurs.

If you can master this art, you will become in disposable to your clients. What else is better for your own company’s growth and job security? Nothing! So, it is worth putting the time, effort, and attention to detail into your client relationships. I hope this inspires you to reconsider your customer service tactics this weekend.

Until Monday,

Twyla N. Garrett

Talk Yourself Out of Sales

Do you know that you can talk yourself out of sales? Yes, this is very possible. Some people thing they’re being charming when, in reality, their “charm” is helping them become further and further separated from a sale. So, how do you talk yourself out of a sale?

First, don’t wear sunglasses when meeting something new. I don’t care if you meet him or her in the daylight, take off the glasses and look them in them in the eye. If you are wearing sunglasses from someone first meets you, they will never trust you on an unconscious level.

You also need to understand that perception is reality. If you look well-kept, people will know you take pride in yourself and likely take pride in your work. If you leave the house looking like a slob…. Well, you know where I am going with this.

You easily share your problems. Let’s say you click right away with a new client. Great! Then you start telling him or her about your problems at home, how your kids misbehave, you share your bra size, your man troubles, etc. Yep, you’re talking yourself out of a sale and earning yourself a rep as potentially unreliable and unable to keep trade secrets. Be kind, be cordial, be impersonal!

These are just a few pointers when it comes to steering clear of losing a sale. Do you have some pointers for me? Please share them in the comment section below.

Until next time,

Twyla N. Garrett

Ways to Grab Social Media Attention

It isn’t easy to be heard in today’s multi-media world. It is easy to publish writing, music, or video. That isn’t the question, however, here. The question is how many people are even aware of your social media account. Not many? Then you have to use tactics to grow engagement.

I hate automatic Tweeting or social media posting services. Sure, you can schedule your marketing calendar in advance, but your content isn’t going to be current. You need to post based on your industry trends, not just your specific promotions.

Be original. This is easier said versus done. Quirkiness is hard to teach. I would suggest you make your headlines a little off or play on the side of shocking. Don’t break any laws, be rude, or discriminatory when writing your headlines for social media. Instead, be bold. If your headline bores you, it bores everyone else.

I also would suggest you always use a photo or a logo with your posts. If you don’t have a photo to go with your posts, don’t steal / grab any off the web. Buy a stock photo account, take your own photos, or use your logo as a branded icon for your messages. Visuals always hook content readers quicker then paragraphs of text.

I hope this information helps you create a bigger social media audience!

Until next time,

Twyla N. Garrett

Break the Ice without Ruining Your Rep!

If you haven’t been to a networking event, are new to the work place, or you’re re-entering the workforce – keep reading. I was recently asked about how to break the ice at networking events or within new environments when you’re the odd person out / new kid on the block. Well, there isn’t a simple or easy answer. However, I have come up with some pointers to make “fitting in” easier.

Here we go;

First, don’t immediately vouch for someone you barely know and don’t claim to know something/ /someone you don’t know. These occasions are traps. If you meet someone during the first five minutes of an event and then he or she hustles over to use you as a reference- there’s a problem. Claiming you know someone or something that you don’t will also catch up to you and ruin your rep. So, stay clear of these situations heading into any social event.

Next, remain positive. Don’t talk about your personal life, your religious life, or your political views on the first ten meetings. Yes, ten meetings. People are always on their best behavior when your first meet them (typically speaking), so they could discredit you or refuse to work with you (without saying so) based on your lifestyle, religion, or political views. While it isn’t right, it happens- so keep with pleasant conversation that doesn’t reflect any of these controversial topics.

Finally, don’t force yourself to be part of a group. Inner-circles are going to happen. Don’t be offended if a group doesn’t want to welcome you into it right away. In fact, move on. Don’t force yourself to be where you are not wanted. If a group at work, or at a networking event, is giving you the cold shoulder, politely acknowledge it with only a smile and walk away. Don’t fall down either. Instead, move on to another group and try again.

Until next time,

Twyla N. Garrett

Reasons to say ‘No’ to customers.

I’ve used this blog as a platform to help business owners not be bullied by potential business. The customer isn’t always right and you, as a business owner, retain the right to decline a request. I recently received a message asking when it is appropriate to say ‘no’ to a customer. So, I’m listing the top three reasons below. Enjoy!

1. The task is outside the contract. If the client asks you to do something outside the contract – even if they’re willing to pay for it- say no. Chances are the request isn’t something you are an expert in and the client will eventually be disappointed because of a lack of experience. Second, the service many not make sense for the company’s brand.

2. The customer is asking for something that doesn’t work to enhance their overall goal. Maybe you are designing a website and the customer wants hot pink font. Unless there is a really specific reason for this font, you would typically advise against this. It is OK in most cases to say ‘no’ to hot pink font. Stick up for your reasoning behind why saying ‘no’ means yes for their business.

3. The request is illegal. This seems obvious but some clients can be convincing. If your attorney or tax advisor would say ‘no’, then you have to decline the request.

I hope this clarifies when and why to turn a client / customer request down.

Until next time,

Twyla N. Garrett