When People Undermind You!

Have you ever had to deal with a person who smiles to your face and then stabs you in the back when you walk away? This very common personality trait shows up in business settings daily, yet no one ever talks about it. So, on today’s blog, I wanted to discuss how to deal with people who undermine you.

Don’t error on giving someone you barely know the benefit of the doubt. Instead, you need to truly get to know people before you open up to them or delegate responsibility. If you tell a person everything you know, or delegate things right away, when you first meet him or her- they can use this information against you or fail you on purpose. These actions will always fall back on you. So, as simple as it sounds, make sure you truly get to know (Google, run a background check, spend time with, etc.) someone before you delegate important tasks or share crucial information.

Don’t assume why someone is doing something. If what a person does have you questioning him or her, ask them why they are doing it. First, it makes the person stand still. Then, they have to provide you an answer and be accountable for their actions. If they truly didn’t know they were undermining you, the problem will be fixed. If the action was deliberate, regardless of the explanation, he or she will know that you are on to them.

Finally, set boundaries with people and let them know what the resulting actions will be. I often tell employees that my office is a gossip-free office. If I hear of gossip, the entire team is fired. This usually eliminates not only gossip about one another, but undermining of me and direct supervisors.

Until next time,

Twyla N. Garrett

Is Your Office Productive?

Harvard Business School recently did a study on distractions in the workplace. They found that office decor and the use of colors (along with which ones) cause productivity to calm to a screeching halt. Moving desks away from windows or lobby areas can help increase productivity. Sunny days also makes people slow down when it comes to accomplishing tasks. In addition, a study of office workers at a Florida insurance company, conducted by Cornell's Human Factors and Ergonomics Laboratory, found that as office temperatures increased from 68 degrees to 77 degrees, typing errors decreased 44 percent.

To increase your company's productivity and employee accuracy placement of desks, loud colors and temperature all play a major role. I know several business owners who expand into larger offices because productivity is going well. They get into the new office and productivity plummets. Beautiful offices with lots of windows, a view of a lake or pond, and excessive use of non-beautiful colors can cost higher rents and you may lose work value.

I always tell business owners to look for cheap but workable when investing in office space. Look for an office that doesn't have many windows, uses lots of neutral green colors or employs grey and white decor. Have an open snack area if possible. Many people hide their employee kitchens. This can be a distraction too. Employees can get "lost" in kitchen / snack areas, decreasing productivity. If you keep the snack / kitchen area doorless and near the boss' office, trips become less and less frequent.

You're running a business, not a spa. The goal is to be productive, not comfortable.

Until next time
Twyla

Is Your Website Competitive?

People can try to sell me on SEO, PPC and other three-lettered acronyms all day long. I don't buy any of it. And, I'm not alone. Many marketing firms are now focusing on content versus SEO or PPC campaigns. Why? Well, more people buy something based on a company's about page, not because it is ranked high. Sure, a highly-ranked website can attract visitors. But, are these visitors being converted to clients? If more than 70% of your website's visitors are clicking on and then tuning out- you have a problem.

A company's about page is the most important part of your website. It is more important than your price sheet, service descriptions or former client reviews. People want to know about you and what makes your company special. It is your time to sell yourself and talk about how you are going to fulfill their needs when they sign with you or buy from you.

When writing your about page remain objective. Sure, you may want to sign your praises but do so tastefully. List your accolades, education and the basics about you and your company. Using too many big words to define who you are and not how you can help will be an immediate turn off.

I'm hopeful some of you will share your websites with me. I would love to review them, provide some insight and share the really great ones! Find me on Twitter and let's discuss!

Twyla

Feeling Negative? Let Me Help!

Business owners and employees can feel negative about their work experiences from time to time. It happens. We all have bad days or run ins with people that sour our attitudes. Bouncing back from feelings of negativity is a necessity when it comes to being successful. The first thing you want to do is always address why you're feeling negative. What are the circumstances surrounding your mood? Are you just feeling negative or is there fear involved? Fear is often involved if you feel your status within the company has been threatened or that your business is in jeopardy.

After addressing the situation take a walk. Walking will clear your head and allow you to think about the severity of what is going on with your emotions and within the company. Are your assumptions and fears right? Can you really not stand THAT person? A little perspective can go a long way before a call to action is required.

Negativity also stems from feeling rejected or experiencing anger. Perhaps you pitched a proposal to a client or boss that was shot down. You might feel negative because you feel rejected. Or, maybe an undeserving competitor or coworker got what was to be your account. You might feel very angry and also negative. Regardless as to what happened, immediate reactions can be detrimental to your reputation. Don't let feeling negative ruin your reputation.

Twenty percent of your work generally produces 80 percent of your results! You need to stay focused and, again, gain perspective on your feelings and why you feel that way. If you need to take an hour to walk it off, or a mental health day- do so! Whatever you do, don't react when feeling fueled with negative feelings- it will only escalate a situation.

Stay as positive as possible and remember to focus on the 20% of work that produces 80% of results. Keep your eye on the prize!

Twyla

Fake It Until You Make It? Why "faking it" can boost your business.

I was once told "fake it until you make it." I never understood this concept. Why would I want to be a fake anything? In fact, I heard that transparency is crucial when starting a business. Well, after years of staring, running and even closing some businesses I have come to a single conclusion- both pieces of advice were right!

I'm not stating that you should fake being an accountant. That's not at all what I mean. What I am referring to is having the self-confidence in your business idea that many entrepreneurs often lack, which is why these ideas are just concepts! As a business owner you should always be honest with your customers,but if you need to fake self-confidence until you realize that you CAN run a successful business, well that is ok too!

Below are my tips to "faking it" in business- at least when it comes to your confidence.

#1. Stay focused on you. Don't get involved with employee drama, what other people think you should or shouldn't do, and don't try to multi-task when completing important tasks. Put your blinders on and ignore the gossip, negative opinions are the urge to do several things at once. Focus on producing great work and iconic proposals to initiate success.

#2. Know where you are weak. If you can identify what areas of your own business bring out your weakest skills then you will know how to correct and overpower the situation- thus leading to more confidence. Ignoring your weakness will only add more stress to your life and will hold you back from your goals.

#3. Set challenges. If you want to "fake" your way to success then set-up real goals. As you take baby steps to accomplish these goals, you will come to realize that you do have what it takes to run a business and that you don't have to "fake" anything!

It is a tough world out there when it comes to the business industry. If you can present a sense of self-confidence and you believe in your products and/or services then you have already won half of the battle.

Until next time,
Twyla

Business Manners

There are some pet peeves that I have to address. I have conducted business for 20+ years. With the advancements of technology I have to say that business owners are growing ruder and ruder. I hate having a conversation with someone who is busy checking their phone. How could he or she be folly engaged when they are updating Twitter, Facebook or texting? I'm not alone, either. I have heard horror stories of how customers refused to sign with this or that company because business owners are rude and don't even know when they are breaking protocol- or so it seems.

I've complied a list of my top business manners (or lack there of) pet peeves. If you're doing something on this list- STOP!

#1. You're always on your cell phone. If you are meeting with a client or potential client shut your phone off. There is nothing more important than earning someone's business- it is what keeps your company going. So, if you're on the phone (even in the waiting room of your client's office) it sends a message that they are not as important as playing Angry Birds or pitching your fail-safe. I can promise you customers will love it when you shut the phone down and give them your full attention.

#2. Multi-tasking. I'm not sure who said this was a good thing. It is not. Multi-tasking means you can do many things at a mediocre level. You want to be great. If you're in a meeting about a budget, remain in the meeting about the budget. Don't start writing down notes about your next meeting and concerns you want to address. Be present. Be in the moment.

#3. Learn from past mistakes. We all make them. Don't be a repeat offender. I knew a lady once who would always spend a thousand dollars on Internet marketing every quarter. And every year she would complain how her four thousand dollars is wasted and there is no ROI in sight. The truth is that four thousand dollars are year for Internet marketing is a deal. Either she was using the wrong company on a repeat basis or she wasn't spending the money in the right places- maybe even not spending enough money. The point is learn from your mistakes and adjust accordingly.

I can't take business owners who commit these three manner crimes. It drives me up a wall. There is so much business to be had out there. All you have to do is get off the phone, engage your customers or employees and learn from the past.

Until next time,
Twyla

Starting A Business 101

If you're a first time business owner then congratulations. Having the courage to be self-employees, and eventually employ others, is not something everyone possesses. You are to be commended. Once you do decide to open a business there are a few essential steps to take in order to start off on the right foot.

Step 1. Write down your plan. Business plans are a great way to deal with potential problems before they come up. Evaluating financing, insurance issues, slow sales, etc. can all be addressed before the doors to your new business open when you write a business plan.

Step 2. Use free and local resources. Networking is important when starting a business. Local resources, such as SCORE, can help you obtain grants, understand how to file for a license properly and introduce you to potential new clients.

Step 3. Determine the legal structure of your business. For this step you want to use local resources and a qualified attorney to discuss personal financial circumstances and your business model. An attorney can help you select the right licensing for your company.

Step 4. Understand employer responsibilities. This is a biggie. Different states have different laws and stipulations. If you're going to hire one or one hundred employees you will need to know what you can and can't do when it comes to employment. You will also have to understand what financial responsibilities you will hold to the state as an employer. The SBA has a great resource located here: http://www.sba.gov/content/10-steps-hiring-your-first-employee

Step 5. Register your business name. Many businesses have a legal name and a doing business as (DBA) name. If you will operate as a DBA, you need to set up a fictitious business name with your state. Registering your DBA is done either with your county clerk’s office or with your state government, depending on where your business is located. There are a few states that do not require the registering of fictitious business names. Thus, make sure you ask local free resources and/or your attorney if you need to register your DBA.

Best of luck,
Twyla

Investment Management Enterprise (IME) Listed as A National “Top 2013 Business."

Diversity Business has announced its list of 2013 award-winning businesses. On this list is Investment Management Enterprise (IME), which is owned by Dr. Twyla Garrett. IME will be in attendance for Diversity Business’ "13th Annual National Business Awards Ceremony and Conference" at the end of April 2013. IME specializes in Homeland Security, Foreign Military sales, Emergency Services and more. More on IME can be discovered by clicking here: http://www.ime-mts.net/

“It is an honor to be recognized as a business, as a woman and as an African American by receiving this award,” said Dr. Garrett. “I speak at several events that honor other business leaders, thus is it quite the distinction to be invited to such an event that will acknowledge both myself and my company.”

The “Top Businesses in America” program honors individuals who have established themselves as a community of entrepreneurs that continue to transform the way we move our economy forward. According to Diversity Business’ website, “In recognition of these outstanding accomplishments and contributions, the awards are designed to celebrate and support business owner efforts in order to generate public awareness among their peers, customers, press and to organizations who seek their products and services.” Sponsors of the event include; Apple, AT&T, Wal-Mart, Coca-Cola, Office Depot, Toyota, Cisco, and Verizon, among others.

Dr. Garrett is available to speak with members of the media or as a keynote personality at conferences and events. Ms. Garrett’s media management firm is JumpStart Ink. Contact 702-749-5925, ext. 210 for further inquiries.

About Dr. Twyla Garrett: Twyla Garrett is an extraordinary entrepreneur, corporate speaker, and compelling author who has been personally invited to speak at The White House on the issues of creating jobs, economic growth and the controversial fiscal cliff of 2012. Garrett is known for her notable (sometimes 100% self-funded) business deals as much as she is known for providing excellent opportunities to individuals facing immense challenges. Twyla’s memoir will be published in 2013 and it will be followed by a series of “how-to” business books, starting with one based on Homeland Security. Currently, Twyla’s business blog and social media accounts furnish motivational quotes and an over-the-shoulder view of her unique perspective on profiting in business while helping others.

https://twitter.com/TwylaGarrett

Are you ready for a disaster?

My company works to help businesses prevent and offset disaster. As much as prevention helps, it can not stop disasters form happening. I can't stress enough how important it is to have a disaster plan when you launch your business. It is crucial. I know you have a lot on your plate but make sure you make this element a priority.

Here's How:

Spend a day running the office from home. This will help you realize what items you do have to run the business from your home office and what items you don't have. Do you have backup data for client files, numbers and hard copies of contracts? What about your schedule? Payroll information? If a disaster strikes, and your office is impacted, chances are you and your employees will have to work from home. Could you pay them? Could you reach them? Working from home for a day will help you realize the inventory you have and what you need to be prepared.

Who are your leaders? Don't wait for a disaster to assign your employees leadership roles. Help your company be prepared by preparing your employees. Ask yourself who would be best to help in the event of a mandatory evacuation. Seek out people to cover attendance after the evacuation, those who should grab certain documents and data cards, individuals who start the insurance processing part, etc. A disaster brings a lot of chaos to the table. Employees who know their roles ahead of time can help streamline recovery and compile resources.

Plan for their safety. Yes, you have to keep clients moving but employees' safety should always be first. If someone's home has been flooded, try to help them recover by pooling resources. Who is willing to share their home? Do you have a company credit card to front employee hotel housing? I know this is going the extra mile but it is important to take care of each other. Profits are important but the human element is more valuable.

These recommendations are just the tip of the iceberg. You are free to contact me with specific questions or a request for a consultation.

Stay safe out there,
Twyla

The Most Common Business Mistakes

You're a new business owner. You're making a profit. Things are going great, or so you think! Business owners often make major mistakes during their first few years. I've listed some of the most common ones to watch out for. If you know about them, chances are you will not make them.... saving yourself face and money!

#1. Not knowing your demographic. This happens many, many, many times. Business owners project who their target audience is. However, the projected demographic and who is actually buying can be two different audiences. So, set up some testing groups to ensure your sales will hit the right audience immediately out of the gate.

#2. Spending too much money. Yes, it takes money to make money. This doesn't mean you invest all your money on every pitch (and you will get a lot of pitches) during the first two or three years. Save your money. Only buy what you need and what has been tried and praised by other business owners.

#3. Deciding against your intuition. Your gut will always be right. Don't try to convince yourself otherwise. If something does feel, smell, taste, or look right- run like hell. Your in business because you have guts, don't be afraid to listen to them!

Twyla

Speaking of Earvin “Magic” Johnson.

I've got some great news for those of you who read my daily blog. On May 17th I will be speaking at the Black Enterprise Events Expo. This event features many successful African American business owners and leaders. I'm proud to be a part of the expo. I will be speaking in the afternoon for the 6B Sisters Inc. session hosted by Walmart. Other speakers on the panel with me include: Kimberly A. Blackwell, Managing Partner/CEO, PMM Agency, Lauren Maillan Bias, Founding Partner Gen Y Capital Partners/CEO Luxury Marketing Branding, and moderator Sonia Alleyne, Multimedia Editorial Director, Black Enterprise.

The Expo is being held at the Columbus Convention Center in Columbus, Ohio. You can read more (or purchase tickets) by clicking here. http://www.blackenterprise.com/events/2011/07/11/test-post-ec/

More about me can be read by clicking here. http://www.blackenterprise.com/events/?post_type=speakers&p=147422

I'm proud to be speaking at an engagement that promotes opportunity, success and has Earvin "Magic" Johnson as a headliner. Helping people succeed in life is one of my passions. I have come across many mentors when learning how to navigate my own way through life. If you can attend this event, please do so. It is a great way for us to meet face-to-face and for you to network with other business leaders.

Happy Sunday!

Twyla

The Company Handbook. Yes, You DO Need One.

Small business owners are busy people. There are soooo many hats to wear. I always get asked about employee handbooks. When a company has less than ten employees most business owners feel the handbook is a waste of time. It is not. In fact, the handbook can save you from a lawsuit.

I've posted before and I will post again on the importance of putting policies and procedures in writing when hiring an employee. All documents should be reviewed by an attorney, even if you only have one employee. Your policies on sexual harassment reporting and general discipline procedures need to be covered. Not having a reporting system or general procedures in place can make you liable as an employer trying to correct behavior- even if the employee did something wrong.

I always suggest you have a lawyer review the handbook and ensure he or she includes a disclaimer stating clearly that the manual is in no way a legal contract. This way if you have to change a policy, you can and do so easily. Also, creating the handbook isn't enough. You have to have each employee sign a statement stating they have read the handbook, hold no questions about the policies and understand, agree and will abide by all the policies and procedures within it. I like for employees to receive and sign for new handbooks yearly, if not every six months months.

If you need help developing an employee handbook please contact me. I will be happy to send you personal suggestions before you have a legal review performed.

Twyla

Doing Business For Free- My Best Suggestions.

The best way to sell a new customer is to give him or her something for free. Yes, I said it. People love free stuff. The trick is knowing what you can give away for free under your marketing budget without breaking the bank. Letting a customer try out a service for free sends a signal that you're self-assured of your products and/or service. It is a great way to grow business too.

Customer experiences build brands or break brands. Which side of the isle do you want to be on? I always tell people starting off in business to let potential clients sample your products or brands. Let's say you sell computers. Sure, you can't give away a computer. However, you can give away a year of free customer service. The same goes for people providing services. Maybe you can't give away a full contract. But you can get creative and give away customer service related options.

Giving away something to potential customers develops relationships. It betters your brand and will, eventually, increase your sales.

Twyla

How To Lead When Not In Charge!

Here's the problem with people who don't lead. They can't! Born leaders are not sitting around waiting to be told to lead. Born leaders are not sitting on their hands waiting for a fancy title to lead. Born leaders naturally lead, period!

I've heard every excuse in the book why someone's can't lead. There is no such thing as being held back from leading. There is such a thing as choosing not to lead!

My favorite excuse is "not in a leadership position." That's like stating "there's no reason to be kind." There is always a reason to be kind to people and there is always an opportunity to lead. If you're not in a position to make decisions, start acting as if you are. Take initiative, be bold, speak up!

Another great excuse is not having a role model or mentor. Leaders don't need role models or mentors. Leaders don't take advice, they give it. Every time I hear some one state that he or she can't find the role model I quiver. Turning to someone as a way to seek out what your next move is doesn't equate to leadership. In fact, that quality shows just the opposite of leadership. Sure, you always want to seek out other people's opinions. However, seeking an opinion and asking for an answer are two different things.

In business you have to be tough. You have to be self-assured. You have to take the reigns and drive the bus. People are counting on you. So, if you're not in charge but you want to lead- lead. Find a way to take ownership of a project, problem or prospect. Deliver results and you will be recognized for your efforts.

Until next time,
Twyla

The Top 5 Worst Places to Own A Business.

Owning a business is challenging enough. But, if you own a business in one of these states- consider yourself at more of a disadvantage.

#1- Hawaii. This is one state that over-regulates and over-taxes all types of businesses. It is hard to make and keep a profit here.

#2-Oregon. The state is great when it comes to tax advantages. However, there is a huge disadvantage in pricing when it comes to healthcare for employees, which makes it harder to find and keep good employees.

#3- Pennsylvania. This state has excessive regulations and penalizes business owners who make a profit. A business owner will have to double his or her profit margin just to get by in this state.

#4- Massachusetts. The Family Leave law in this state isn't kind to business owners but great for employees.

#5- Michigan. One CEO went on record to state, " Michigan has ridiculous amount of red tape to start a business. Getting licensed as a builder. process, training, testing is so rigorous and time consuming its ridiculous. Plus the penalties for not following the rules are stricter than drug dealer conviction." In my research, I've also come across poor attitudes to entrepreneurs looking at Michigan.

The truth is a great idea will succeed no matter where the business exists. However, how much of the profit you get to keep (or even grow as a company) will depend on what state you operate that business in.

Let's talk. Follow me on Twitter!

Twyla

Make An Impact- Websites that Work!

A website is a huge financial investment for any company. Before you commit, there is a website out there that will tell you if the website is going to work or not- even before it is launched! And the best part is that it is free!

I love FiveSecondTest. You can access the site by clicking here.
What this website does is analyze your to-be launched or live website within five seconds. Here is how it works; You upload a screenshot or mockup of your page, app, etc. to the website. Next, you pre-load a few questions for testers to answer. Testers have five seconds to view your image and must then answer the questions you have set. The website, FiveSecondTest, collects all of the responses for you, extracts the frequent keywords and then presents the data with easy-to-understand graphs. That's it.

Market analysis is done for you, you have honest answers and you know if you need to head back to the drawing board with your website or if you are golden. Again, this is huge for businesses because it means the difference between engaging a client and being looked over on Google!

Do you have a favorite free website that can help other businesses? Please share it with me so I can post it for the world.

Twyla

Are You Getting Paid?

Business owners are modest people. The stats show that we don't pay ourselves enough, which is why many owners often run into financing issues. The business may be making money, but are you? As a business owner you need to show a profit for yourself, not just the company, in order to sustain your personal finances and obtain loans for the business.

If you're not paying yourself the same amount of money that you would make doing the same job for a company- you're not paying yourself enough. Period. Don't say you have to sacrifice your wage to make the business work. If this is the case, the business isn't going to work! If your salary is normally 40k- you should be able to pay yourself 85% of that base.

Are you aware of your business' finances? If not, stop reading this right now and get involved. Too many people aren't aware of what they could be paying themselves because they have no idea what the business is making after the bills are paid- or if the bills are even being paid. You need to be involved in your business' finances. Like Oprah says, "sign every check yourself and you will not get into trouble."

What are your growth reports? Some business owners are so involved in making a sale that they don't realize what the sales ratios are. If you get 20 prospect customers per month, you should be turning over 1/3 of them. If you don't know what these numbers are- again get involved. If you see three months go by where you are not converting 1/3 of your inquiry base to a customer base- you need to adjust price point and possibly fire a few employees. Whatever you do- don't cut your current salary-address the issue!

Happy Easter
Twyla

Pricing Your Products

Around this time every year businesses tend to reconsider their current price point. Usually, and in relation to the 04/15 tax deadline, companies are looking to raise rates. It can be a risky move. So, how will your customers react?

Well, customers hate too many choices. You would think the opposite would be true, but it isn't. In fact, according to various financial data- customers find too many choices overwhelming and end up not buying anything. My advice, if you're going to raise rates- do so without offering several contract terms or price points.

Provide a deal. If you have to raise your rates make it worth your customer's investment. For example, if you have a product or service that sells for $200, and you're going to raise rates to $250, try selling three of the same item for $700. This tactic has worked for decades.

Finally, be honest. If your customer threatens to walk because of a price hike- let them go. Otherwise, you will have an angry and cynical customer to deal with. Instead, find someone who is willing to appreciate your product or services- at the higher price point- and move on.

Until next time,

Twyla

Why You Aren't Successful.

You're failing at life. You're failing in business. You're failing in love. Related? Probably not. A personality issue? Probably so! Failure is almost like having a character deficit. I've noticed several patterns in people who try, but fail, at business, life and even love. What are they? I'm glad you asked. I've listed the tell-tale signs of someone who secretly wants to fail below.

#1. The Must-Do But Never Does Type. We all know a person like this. While he or she is planning his or her next move, reading the latest trendy business book, spending hours in Starbucks researching business plans and strategies, and taking seminar after seminar- the rest of us our living. These people aren't born failures- they're just born without self-confidence. The world is passing them by as they are busy planning for something that they will never be able to do. Nike made a slogan for these people.... enough said.

#2. The Over-Zealous Leader. Yes, a leader can fail. Read you're history books! An over-zealous leader is like a puppy who befriends the next biggest and greatest opportunity. While seeking our opportunities is good, not sticking to your initial plan is bad. An over-zealous leader is so busy looking at a million things at once that his or her focus is not on the prize- thus they never achieve success!

#3. The Un-Involved. Business leaders who spend time on the golf course are failing. Business owners are usually too busy to think, take a bathroom break or complain about what their social lives are missing. If you're out on the golf course, taking two hour lunches or just trusting your employees to man your ship- your business (or in any case-life or love) will fail! Maybe not right away- but it eventually will fold like a deck of cards. To be successful you need to be involved.

Until next time,
Twyla

Types of Customers- Know them!

Do you know your customer? Do you REALLY know your customer. Knowing who you are selling your services or products too is crucial! You have to be aware of their perspective and cater to it. I've listed the types of customers below to help you reassess your selling strategies.

A. The Unwilling. This is the customer who knows he or she needs your services or products but isn't willing to spend the cash. So, they give your company a call, shake when they hear the price and convince themselves that they can do it better and spend no additional money. Here's why they call you back. They can't- and they know it. They've tried, they tested, they cut every corner to be cut. And, when all is said and done, the results are less than desirable. Be creative when trying to attract their initial business because, even though they will not purchase at first, they will come full circle.

B. The cynic. These customers are hard to keep happy. They've been burnt before. Through no fault of yours, you will pay the price for their prior horrible experiences. Figure out a way to maintain trust. This is the best way to transition a cynical customer to a happy customer.

C. Simple, direct and educated. Ahhh.... if only all of our customers could be these customers! Simple, direct and educated customers get it. They understand there is risk in all aspects of business but they also know they need services and to form relationships with vendors. So, they do there research, request a proposal and buy. These customers are an easy sell and great for repeat business and referrals if you can keep them happy!

Twyla