Why You Shouldn't Send THAT Email....

In the security business we take failure seriously. Lives are at stake and sometimes emotions can get the best of us when beta-testing processes, etc. The key to a great working relationship, in any field of government, is to ensure that we practice candor and not let our emotions get the best of us. This said, I'm providing 3 tips to avoid breaking up a business relationship when things go wrong. You can use these tips in almost any situation so be sure to share them.

1. Write the email you want to send but leave the “to” section blank. After you write it, don’t edit it. Save it to drafts and revisit the issue after a three hour cooling offer period. You will be less emotional and more point orientated after three hours and then you can edit your email properly.

2. When you do go to edit the email, figure out a way to end it on a positive note. Offer some suggestions to correct the problem or talk about how you value the other person and want to address the issue but move forward as friends or professionals. Don’t be outright nasty with no room for positive resolution.

3. Get a second opinion before you hit send. Your head is in the game and directly related to the issue at hand. However, you can be sued if you are an employer and send the wrong type of an email. Plus, it is good to have someone from the outside read the email and give it a level-headed once over.

Finally, if you don’t receive a response within 24 hours of sending the email- call the person or invite him or her to talk it over while having coffee. You don’t want to look like a jerk- even if you are right- by sending an angry email with no opportunity for recovering or without extending the olive branch.

Until next time,

Twyla N. Garrett

John Katko is Appointed Chairman of House Homeland Security....

Today John Katko picked up his first leadership post today when he was appointed chairman of the House Homeland Security subcommittee. Katko, R-Camillus, was one of six subcommittee chairs appointed by U.S. Rep. Michael McCaul, R-Texas, chairman of the Committee on Homeland Security. Katko, a former federal prosecutor who worked on border security issues early in his career, will take the oath of office Tuesday when the 114th Congress convenes at noon.
The others appointed subcommittee chairs are:

Rep. Candice Miller, R-Mich. (Subcommittee on Border and Maritime Security)
Rep. Peter King, R-Long Island, (Subcommittee on Counterterrorism and Intelligence)
Rep. John Ratcliffe, R-Texas (Subcommittee on Cybersecurity, Infrastructure Protection and Security Technologies)
Rep. Martha McSally, R-Ariz. (Subcommittee on Emergency Preparedness, Response and Communications)
Rep. Scott Perry, R-Pa., (Subcommittee on Oversight and Management Efficiency)

So, what does this mean in terms of the day-to-day operations? A lot and a little. Right now, not much is going to happen with Katko's new responsibility. It is the long-term action that results from his appointment that needs to be considered. A focus on current laid plans for transportation will likely continue on "as is" and with Katko bringing a new perspective on overlapping homeland security concerns as far as different divisions of the government are concerned.

As I noted in my book, this Katko's potential ability to provide continued oversight of layered approaches and grey areas (always needed) may be a benefit to the subcommittee. This said, a lot of homeland security related news is happening this week and I look forward to covering all of it for you.

Twyla N. Garrett

The Interview... Con't

Should I write about what a waste of resources and money "The Interview" movie is costing the Department of Homeland Security. Nevermind the fact that since 8am this morning CNN has done nothing but cover the story. I understand the threat that was made. I'm not downplaying its seriousness at all. I just can't believe that a movie has now turned into an international incident.

In case you've been hiding in a cave, "The Interview" was scheduled to open Christmas Day, but Sony canceled its debut following a threat from a group that claims it hacked the studio. Despite speculation the comedy might be released digitally after this whole series of nonsense and threats of been put into motion, studio Sony Pictures said in a statement that it "has no further release plans for the film."
Variety calls "The Interview" an "alleged satire that's about as funny as a communist food shortage, and just as protracted." Yet this "comedy" about two TV guys tasked with assassinating North Korean dictator Kim Jong Un has sparked a cyberterror campaign that amounts to extortion.

So where do we go from here? Well, I'm not sure. The DHS and the FBI have to handle things on there end. The DHS did state there was a credible threat and so they are moving in accordance to policy to seek out who made the cyber attacks, etc. I do agree that this country shouldn't put anyone in danger over a silly James Franco / Seth Rogan movie but what kind of message are we sending to the world by pulling the movie? We teach our kids to stand up to bullies and the minute the big bully pushed us as a country, we fell. Sure, the movie is silly and probably not that funny- but I think we are missing the principle. We shouldn't back down from bullies- period. Our country exists on the premise of freedom of speech. We just showed how much we, as a country, are willing to retract that freedom because of a threat. I think that is a real shame.

Share your thoughts with me on Twitter of Facebook.

Twyla N. Garrett

Homeland Security and Immigration

I've been asked several times to comment on my thoughts via President Obama's recent media blitz regarding immigration. Listen, I have no answers other then this is not a black and white issue. Like anything, there are several layers and a "one size fits all" solution will only create, in my opinion, further issues down the road.

This said, from a Homeland Security standpoint- something has to be done that will ensure we are protecting our country from allowing terrorists (who fly into Mexico or Canada) from entering our country with great ease. Homeland Security Secretary Jeh Johnson sent an open letter to the President on the issue. In it, Johnson says "I support and recommended to the President each of the reforms to the immigration system that he will announce today. These recommendations were in turn the result of candid and extended consultations between me and the leadership of U.S. Immigration and Customs Enforcement (ICE), U.S. Customs and Border Protection (CBP) and U.S. Citizenship and Immigration Services (USCIS), as well as outside stakeholders. Along the way, I listened to members of the workforce who implement and enforce the law to hear their views. In my own view, any significant change in policy requires the insight of those who administer the system. I believe we have done that here. The executive actions the President will announce will reform and improve the system in a number of respects. These executive actions are well within our legal authority to direct and implement."

I don't think that the immigration orders will open us up to any more terrorism. It could, but I doubt it. Why? We have problems in other areas. I believe a lack of funding and program sustainability will cause further issues- which in turn will be blamed on any executive order that the President implements. I agree with Jeh Johnson but I know what will look like a lack of ability from the DHS will result not because of immigration and border issues (although that is always a concern) but because we are not handling money issues and program issues properly now! Immigration amnesty or not, the DHS is running out of resources as this country is running out of money. Something has to change- but like I said, not all issues are black and white or cut and dry.

"So, Twyla... what is your point?"

As we head into the weekend, take time to consider your own business. Think about the issues you have at hand and growth vs. income. Can you blame all of your problems on one source? Or is it easy to blame challenges on one area because addressing the few roots that lay underneath may be harder because their are no obvious solutions?

Until Monday,

Twyla N. Garrett

Reporting Facebook Posts to the FBI- Why You Should!

Heather Coffman of Virginia was pushing ISIS propaganda via multiple Facebook accounts. The FBI obtained a warrant to search her account after reports of pro-ISIS comments on the social media platform. This information led the FBI to numerous falsified Facebook accounts supporting her ISIS views- which included marketing the terrorist group to her sister.

After meeting with FBI agents and an informant, Coffman was arrested earlier this week and is scheduled to appear in court this up and coming Monday. CNN’s reporter offers the play-by-play of the Coffman case (thus far) online. You can read it here: http://www.cnn.com/2014/11/17/justice/virginia-woman-isis-recruitment/

So, why am I covering this? Well, people like Coffman are the reason I wrote my Homeland Security book. It is hard enough for this country to fight and deal with international terrorism, but now- we are seeing men and women use social media to become domestic terrorists. After reading the CNN article, I’m not so sure that Ms. Coffman was directly related to ISIS or simply wanted to promote the group for shock value- maybe a little of both. Either way, her actions are deplorable!

This brings me to my next point – report controversial statements to Facebook or the FBI if you see them. The “see something, say something” rule banks on tips to help get people like Coffman- regardless of motive- away from inciting terrorist activity! We all spend so much time online sharing our opinions that we may fail to realize when someone is serious with their potentially harmful comments and posts. It is better to report something and be wrong then to not report it and be right.

Until tomorrow,

Twyla N. Garrett

Leadership and Twitter....

Tonight's blog is a bit off of the Homeland Security topic. I want to talk about the recent Twitter disaster and Dr. Oz. Now, I know what you're thinking -"Twyla, have you lost it?" No, I haven't. We all stand to learn something from Dr. Oz's Twitter disaster, which is knowing how to time your message. In fact, knowing how to time your message is everything when it comes to issues of Homeland Security and public affairs.

First, so you know, Dr. Oz opened up his Twitter account and encouraged people to use the public hashtag #DrOzsInbox. Yes, so everyone could see the questions being submitted to the doctor. Here's what happened;

As I said, we all have something to learn from Dr. Oz. First, don't open yourself to answer questions you don't want to deal with during a scandal. Second, if you have something to communicate - make sure you know how to do it and why you are doing it. Third, a big brand doesn't mean its a flawless brand. Big empires fall hard.

To tie-in yesterday's blog, the big retailers need to take a lesson from Dr. Oz's Twitter account as we head into the holiday shopping season. Security plans should be enforced and a crisis communication for ill-prepared and/or accident incidents at stores also needs to be planned and in place, otherwise- your store may be the next Dr. Oz on Twitter.

Until Monday,

Twyla N. Garrett

Fighting and Business.....

“Conflicts are common between you and competitors or employees and bosses. How you deal with conflict and those moments when you feel like you’ve been decked can mean the difference between success and failure.” – Bobby Campbell.

I read this statement today and sat on it. It hit me hard because Bobby talks about how running a business is like getting into a boxing ring each and everyday. The key is knowing when to get out of the ring or when to stay in and fight. As business owners we will encounter daily conflict. This doesn’t mean we have to engage into a conflict everyday. There is something to be said about the above statement.

Walking away from conflict is easier said than done. Chosing your battles wisely will be the difference between failure and success for you. If a conflict is minor, meaning it isn’t going to harm your company regardless if you win or lose, let it go. That fight isn’t worth it. However, if you are engaged in a battle that can harm your business – at the advise of a lawyer- then a fight must proceeed.

I am writing a book on failures in business right now and addressing the issue of fights won but businesses being lost as a result will be included in a chapter. If you have a similar story then I want to hear from you.

Until tomorrow,

Twyla N. Garrett

Sochi : The Mess Before the Olympics

I’m posting a photo below borrowed from NewsWeek’s recent blog post (today, actually) about Sochi, Russia. The photo of the brown water the reporter had come out of the hotel’s tap is below. The full story I read is here: http://www.newsweek.com/race-finish-will-sochi-be-ready-227977

Here’s my issue with Sochi- and no, it has nothing to do with brown water, although that is pretty disgusting! Shaun White has already pulled out of the Olympics due to security concerns. Over 57% of Americans, according to a CNN poll, believe a terrorist attack will happen. And, despite the hotels’ diminished accommodations at human standard levels (water, really?) and the obvious security issues that have the hands of our FBI and CIA officials tied, we are still- as a country- excited to participate.

I love the Olympics as much as anyone else. However, there has to come appoint in time when we really look at how security is (or in this case, ins’t) being handled by our Russian counterparts for the games. Simple accommodations like shower or bath water aren’t available and we have professional athletes who are so concerned they are now boycotting the games. These reasons aren’t good for the morale of the games or the mindset of our concerned citizens.

I will be writing a blog during the Olympics with a more in-depth view point on what was done to establish security in somewhat volatile conditions and what we, as a country, could have done better when it comes to overall accommodations, communications and anything else related to this topic.

I have full faith in the DHS, CIA and FBI. Please don’t get me wrong on this point. It is how our needs are being met by the hosting country that has myself, Olympians, security officials and the media already present in Sochi concerned.

Until next time,

Twyla N. Garrett

On the verge of success…. And then you quit.

I can’t tell you the number of times I have felt like packing things in. Life isn’t going to go the way we want it to. The same rule applies to business. We are going to have challenges as business owners. If you feel like packing it in tonight, don’t. Let me share some of my stress-busting secrets to help you feel re-inspired and motivated once again.

Don’t focus on what is going wrong. Instead, as hard as it seems, focus on how you are going to change what is going wrong into something that works. Put yourself in charge of innovation and start focusing on putting one foot forward and in front of the other foot.

Stay calm. Don’t become emotional about business issues. Not that our lives as business owners should be black and white and sterile, but because being emotional clouds our thinking and judgment. Remember, you don’t ever have to make a decision on the haste- so don’t. If there is a problem at hand, give yourself time to assess and then address it.

Seek help. There is no shame is asking for help. In fact, you will feel 200% better once you do obtain help. Taking on the world alone is a terrible position to be in for anyone. Take yourself out of this position by asking for help.

Until next time,

Twyla Garrett

2 Business Tips You NEED for Success

I’ve been asked to provide some more business tips on obtaining success. While measuring success is different for everyone, I have come up with two pinpointed areas that help people elevate either their services or products. If you’re in business, you should implement the two tips below as soon as possible.

#1. Know that superheroes don’t exist and accept that you are not one of them. I know this is a bit of a disappointment but you’re only human. In order to be successful you have to have high-goals and reasonable expectations. Some people fail in business because they become overwhelmed when goals are met within their deadlines. No, you might not meet your own goals, but this doesn’t mean you’re not on your way. Take off the virtual super hero cape and get to work. If a goal doesn’t pan out, pivot but don’t quit.

#2. Understand stress is part of the game. I met one lady who had a business for three months. Yes, three months. This isn’t enough time to gauge anything- growth, customer reviews, etc. If you don’t have the tolerance for stress, you’re not going to make it in business and success is out of reach. I know this is blunt but it is a fact of life. Owning a business is not stress sometimes. Owning a business is stressful all of the time. You’re going to have to deal with stress daily. Are you prepared to handle it?

Success isn’t given, it is earned. Sometimes it is earned on your fourth or fifth try. The key to success is not quitting and not believing wealth and success will come without a price tag.

Have a great weekend and more business tips coming your way Monday,

Twyla Garrett

2 Sure Ways to Creating Buzz!

It's January. It's a new year. How are you going to get your brand and your business noticed this year? Chances are you don't have hundreds of thousands of dollars to compete as a start-up against the major players. Well, I've got a secret for you... tons of available cash doesn't have to be your make or break point. You can create your own buzz online and for very little money. Here's how:

Start with knowing who your audience is. If you don't know who to write for, you will not be great at creating meaningful messages. Sit down and take the time to define who your desired audience is when it comes to social media. Use this definition as your blueprint for creating buzz.

Next, create an idea bubble and then take these ideas and make them into an editorial calender. Follow your calender to the "t", but also make sure you are really interacting with online customers and potential customers. Don't rely on automatic systems to make your brand relevant. You have to be there, in the trenches, updating your accounts and responding like a real person.

That's it. If you do these two things, you're already ahead of the game. Too many people rely on autosend systems and reaching a wide audience that they forget the marketing impact behind planning and knowing who you are writing to / for.

I will be spending most of January talking about marketing and how vital it is for any business or brand.

Until next time,

Twyla

5 Rules for Growing Your Business in 2014

I recently was reading a trade industry magazine for business men and women. This magazine had a section dedicated to sound business advice. While a lot of the information and quotes were pretty basic, I found five quotes that really inspired me to look at what I can improve upon in 2014. I decided to share these quotes with you, and expand a bit on them, to help inspire your growth as a business owner in 2014.

1. "Never confuse activity with progress." —Ty, Boston, MA
I agree. You can be busy and still not grow. Don't be satisfied with the business you do have. Go after the business you don't have!

2. "Cash is more important than your mother." —Grace, Shanghai, China
I know this is harsh, but cash is king. Your mother wouldn't have nice things if it wasn't for your extra support (I hope). So, know cash makes the world go round and if you're not bringing it in as a business owner then you're doing something wrong.

3. "Always look for people smarter than you, and surround yourself with people who can challenge and inspire you." —Doug, Redwood City, CA

If you think you're the best then you will fail fast. Find people who know more than you and continue to learn.

4. "Hire slowly. Fire quickly." —Jenny, Seattle
I couldn't agree more. You can develop skill, you can't develop customer service. If you have someone on your team who is abrasive and not caring, fire them right away before the situation becomes worse.

5. "Getting your business launched and your first product onto the market will take you twice as long, and cost you twice as much, as you think it will." - —Dave, Toronto, ON

Well said! If you think this is easy, you're not really equipped to run a business.

I hope these quotes have inspired you to do great things in 2014.

Until next time,

Twyla

Fantastic Business Habits for 2014

The New Year is just a couple of week away. Boy, this year flew by fast! If you're thinking about a resolution, stop right now and read. I've come up with a few habits every entrepreneur should form in 2014 to ensure success.

Start with focusing on your life style, not a life change. People tend not to change much. Your likes, dislikes, goals- they pretty much remain the same throughout life. Goals can be expanded upon, what you dislike may soften but will always exist, your likes may go through phases but the core of what appeals to you never truly leaves. Thus, don't focus on changing your life this up and coming year. Instead, focus on how you will improve your lifestyle to pivot through life's changes.

You also want to have a resolution to be reasonable. We live in a now society. Everything has to be easier, techier (is that a word,lol) and happening in the moment. Not everything has to be done now. In fact, if you rush something- chances are it will turn out terrible. So, resolve to be patient and slow down this year. Your business WILL benefit from this small action.

Drink more water. Yes, this is my advise. Too many of us get caught up in the coffee, energy drink, Skinny Girl beverage trend and social circle drinks. But adding a glass (or one more glass) of water to your daily routine in 2014 will improve your health and alertness. It is an affordable and easy resolution to make and keep.

This week is the last week of my blog. I will be taking a two week break, and then back with you in 2014. So, send in those business questions now and I will try to get most of them answered by Friday.

Twyla

Starting A Business in 2014? 3 MUST Tips for Success.

So, you're going to open a business in 2014. Congrats and welcome to the real world of entrepreneurship. You will NOT be rich over night and you're going to have to work more than you think. I'm going to share three MUST do secrets for success to help you during your first year of business.

1. Don't have offices if at all possible. I mean cubical farms or inner-offices where people can close doors on one another. You should promote and open work space where everyone can look at, talk to and see what others are doing. This promotes less slacking off for your employees and also generates better communication skills and sales results.

2. Don't buy t-shirts and other branded items for customers or employees to wear or use outside the office. This is a huge waste of money. Make sure you are spending as little money as needed on things that are not actually needed. In other words, don't buy into the hype of owning a business. Know what you can and can't spend.

3. Don't listen to your customers. If you know what you have will sell, and it isn't selling, change your marketing strategy- not the product / services based on the opinions of those who aren't buying. Change your marketing, change your market, but don't change your entire product or services. You will find your customers, you just have to stay consistent with your branding.

Running a business is going to be one of the hardest, yet most rewarding, things you can do. Make sure you stay focused, on budget and strong.

Until tomorrow,

Twyla Garrett

2 Ways to Kill Your Business This Holiday Season

It's time to start winding down. It's the holiday season. WRONG! Most people believe because there are many holiday celebrations between now and January 1st of 2014 that this is an excuse to call in your workload and do nada. Well, this belief can kill your business. This got me to thinking of the top two business killers.

1. Thinking the customer is always right.

This will kill your margins. Reducing costs, giving away freebies, comping things.... all of these practices will put you out of business. The customer isn't always right. While you want to try and smooth things over with an annoyed client, you don't want to destroy your business in the duration. Think about how to resolve a problem with value added services, not discounts or freebies.

2. Toxic employees.

This should seem obvious but toxic employees can cost you customers and turn off great employees. Bad HR practices will hurt your company. Even poorly behaved contractors can ruin your company. Avoid this problem all together by looking beyond experience and more at attitude. Remember, external customer service starts with internal customer service.

Don't let these two things ruin your company or potential growth. Know that the customer isn't always right and that your employees' bad behavior will hurt your profit margin.

Twyla

3 Ways to Keep Customers Wanting More!

I talk a lot about customer engagement on this blog. I was asked a great question recently. "How do you keep customers coming back?" It's a good questions because once you offer a product or service, how will you engage that customer to buy more? Well, here is what works for me.

1. Get personal. Stage 5 clinger personal. Follow your customers online. Interact with them. Make follow up phone calls. Always be in a state of reminding them you're around and that you care.

2. Be consistent. Don't do right by your clients some of the time. People love paying $5.00 for a cup of coffee at Starbucks not because it is the best coffee in the world (in fact, it's been proven otherwise), but because the staff makes it their business to be personal and to be consistent.

3. Reward people. Who doesn't love getting rewards. Again, think Starbucks. They have a Gold card system that is awesome. Buy 12 drinks and get anything on the menu for free. There is no minimum, either. If you buy twelve cups of regular coffee, your free drink can still be a Venti Frap or you can get a chicken salad sandwich- whatever you want. So, think of a way to reward your customers that actually presents value and not percentage discounts.

Next week I will only be posting a blog on Monday and Tuesday. I'm taking a break from blogging the rest of the week for the holiday.

Happy Friday and I'll post more on Monday,

Twyla

The Secret to Getting Your Customer's Attention!

Here's a challenge, a client pays you and then doesn't respond or is too busy to provide additional information. Or, worse, the client is too involved and telling you how to do your job. How do you deal with these situations? By getting your customer's attention.

Your customers hired you for a reason. Now, you just have to get them to listen to you. Not tell you what to do, not be unresponsive- but actually listen. Start by eliminating a lot of jargon. Be direct and simple. Instead of using big, fancy works every two seconds, just say what you need from the client (or what you're doing) in a sentence or two. Long emails will lose your clients. Even if you have to send a bullet list with a "let's meet" note at the bottom, do it. Don't ever send too much information or overused copy at once.

Explain things as if you're talking to a five year old. I know this sounds condescending, but if you use the right technique, your clients will appreciate it! Clients don't need to know how your office works, just that projects are being worked on or your products work. Again, simplicity is key.

Finally, if you have a difficult client over the period of a year, fire the client. You don't need to spend a lot of time on a client who needs extra hand holding or who is unresponsive. Instead, put your energy into finding a better client who is easier to work with.

Until next time,

Twyla

Two Types of Entrepreneurs

There are many thoughts on the "types" of entrepreneurs walking around the business world. Some people say there are five types, other say there are four, and some people believe we are all cut from one rigid, opportunist cloth! Well, I believe there are only two types of entrepreneurs in the world.

The "I Can, I will":

This type of entrepreneur is goal-orientated and goes into every business investment or bootstrap concept with very clear goals and expectations. This is the type of person who likes to collect, review and rereview data before, during and after specific business milestones.

The "Let's Go Get Them":

While data is important to this type of entrepreneur, it isn't going to make or break her dream of starting or investing in the right company. This person relies more on innovation and the promotion of the business then data that may predict failures or success. They are more street smart than book smart. They have a vision and they will do anything to make it happen, regardless of what any data sheet says.

There isn't a right or wrong type. In fact, the world is infused with both types, making "I can, I will" and "Let's Go Get Them" entrepreneurs resilient and also reliant on one another!

What type of entrepreneur do you think you are and why? Let this be your thought of the day.

Twyla Garrett

Save Time ; Outsource

Time is worth its weight in gold. The problem is many business owners run short on it daily. Don't do a bunch of things with partial attention to detail. Instead, do one thing and do it well. You want to live by this rule. I suggest hiring virtual personal assistants to take care of anything and everything for you. It will free up your time, make you pay more attention to detail, and you will be less stressed out.

Now, you can hire cheap or you can hire American. Many website are dedicated to providing virtual assistants as low as $3 dollars per hour but you're not getting American help. Other websites will provide you will American virtual assistants but the pay starts around $8 to $20 dollars an hour. Do what will work for you and within your budget. Note: If your company banks itself on hiring American- stay consistent with this belief.

The rule in business is you will close 20% of pitches. If you free up more time, you can bump this number to 30%!

Try to spend this weekend thinking about this and the benefits it can bring.

Until Monday,

Twyla

The 3 Worst Business Credit Cards

Here's my opinion on business credit cards - don't use them if you don't have to. You should be self bankable, but I know this isn't always the case. If you do need to obtain a line of credit for your business then avoid the business credit cards offered by Wells Fargo, HSBC, and U.S. Bank.

Why?

I did my research on the worst credit cards for businesses on the market today. What I found was the repetitive ranking of Wells Fargo, HSBC, and U.S. Bank's cards within the top 3 lists of several other financial bloggers. This prompted me to do a little more digging. Not a single one of these cards adheres to the CARD Act protection clause and none of them have open and transparent policies regarding their credit reporting practices- or any of their practices for the matter.

Basically, the three banks mentioned above aren't looking for a long-term partnership with new business owners. Instead, they're looking to make a quick buck and not tell you how they are going to do it. Stay away. There are plenty of great credit cards out there. In fact, there are so many available that I'm not going to list them. Just don't accept any credit cards from the above mentioned banks!

Again, if you can stay away from putting any business expense on a credit card- do it. If not, select a card that reports your good payment history and has open and honest policies when using the card.

Until next time,

Twyla Garrett