Working with Clients 101

I overheard two businesses owners complaining about their clientele the other day. It can be frustrating, just like you- clients aren't alike. You will have clients who require extra hand holding and you will have clients who you never hear from, refuse to give you direction and then expect the world from you. Regardless, your clients pay your bills and you have to honor their work style just as you want them to honor yours.

To get a sense of the type of client you will soon be working for, and how to approach him or her, ask these questions:

1. What are your priorities and goals and what are your timelines.

Asking this question will help you understand what is important to your client and how fast the client expects you to work. This question series eliminates a lot of guess work.

2. What is your preferred form of contact.

I knew a lady who hated phone calls. Every week, on Friday, her servicing contractor would call her. He told me she always seemed annoyed but would insist on finishing the call. Finally, after this went on for months, the client asked him why he always found time to call her in the middle of her pedicure. The contractor assumed the client wanted phone calls and he assumed the date and time of the phone calls. Don't assume anything with clients. If you don't know, ask.

If you implement these two questions when starting to work with a new client, you will have a more positive working relationship.

Twyla Garrett

Traveling - Homeland Security & Ebola

Should I say that is seemed obvious our DHS (Department of Homeland Security) should have been on top of the Ebola "US outbreak" all along? Well, I wish it was all so simple. I've spent the morning reading critical article after critical article and I don't think the reporters understand that the DHS doesn't have a magic wand. It can't snap its fingers and have trained and designated employees on the front line. Does this mean mistakes weren't already made? No, but I think the DHS does need to be cut some slack.... Here's why;

1. The one incident in the USA so far was because of a lie and the home country didn't catch it. This wasn't completely our fault. In fact, it was a Houston hospital who released the patient first, which was a security risk on its own.

2. The Homeland Security Department ordered agents at airports (and other ports of entry) as of TODAY so its staff can observe everyone coming into the United States for potential signs of Ebola infection. We had to coordinate people, training, procedures, etc. to ensure the DHS was meeting both the obligations of our security and its budget. Sending untrained staff to a location doesn't do anyone any good, in fact- this could have put more people in harm's way, so it did take some time to respond.

3. The Obama Administration has to make the final call. The DHS can't write unlimited checks, it needs approval and it needs a signature to perform certain actions. While it is easy to blame the DHS, it isn't as easy for the Department to get initiatives passed.

Going forward, I believe the DHS will do a great job of protecting our citizens from exposure to Ebola through airport and other entry point channels.

Until tomorrow,

Twyla N. Garrett

Brilliant Investment Moves

I think one of the biggest reasons businesses fail is the inability to understand numbers. Many people have great ideas, but not everyone understands finances. This is why we have business owners and then we have serial entrepreneurs. Business owners tend to own one company and they tend to struggle for the first 10 years (if they make it that far) because the financial end has a learning curve. Entrepreneurs, on the other hand, own many companies because they understand numbers and are more engaged with balance sheets than the products or services they are selling. neither option is great for both the development of a company and customer service, a balance has to be struck!

So, all this said, I figured I would offer a very basic lesson in investing. You need $100 to execute this practice, but it will teach you a valuable lesson. With your $100, buy one share of a stock market Exchange-Traded Fund (ETF). I suggest you Open an account with TD Ameritrade. Opt into the commission-free ETF program. Buy one share of the Vanguard Total World Stock ETF (VT). This means you are buying into a pool of companies (about 5,000) from around the world.

Now what? Wait. You can loose money, but you can gain money. The key is to focus on the numbers and understand how commerce truly works by using your own money. Worst case scenario is you lose $100 dollars. Best case scenario, you grow that same $100 dollars and learn the balance between owning a business and investing in a company.

Until tomorrow,

Twyla Garrett

Winning in the boardroom.

I wanted to use today’s blog to discuss playing nice in life. I mean all aspects of life, too. You see, in business we have to deal with boardroom meetings, client meetings, interaction with coworkers and employees, in-laws, etc. I’m not going to lie, these interactions can test our patience. If we lose it, we lose in life. It is crucial to know how to win in a group, which means making some unpopular decisions and statements on occasion.

Below, I am going to lay out my top 5 ways to win in the boardroom and in life. These steps will help you navigate your way to success in a group environment. Please don’t think these are tips on being popular, they’re not. In fact, some of the time- they may make you unpopular.

1. Don’t lie. It sounds obvious but it has to be said. The truth will follow you. Not stating something is also a form of lying. If you are always upfront with people, you have nothing to worry about in life.

2. Address conflict immediately. You shouldn’t wait for things to die down. This tactic will always cause the other person to hold onto a grudge versus letting it go. My best advice is to address conflict head on and work for a positive resolution versus hoping it will all “blow over.”

3. Understand there are no perfect people. . A variety of personalities and types can add differing perspectives to help make a team more productive. You will have to work alongside these different personalities. You may not have to like the people you are working with, but respect their differences and how they can better the project because of their distinctions.

4. Ask questions. Don’t assume anything in life. Further, if you think someone understands what you are asking of them, don’t be afraid to have them repeat the instructions back to you with a plan of how he or she is going to attack the tasks. This isn’t for micromanaging purposes. Instead, it helps to ensure the other person understands what you are asking of them without insulting them.

5. Allow yourself to fall down. The world is super competitive right now. Cheating is at its highest level. Don’t cheat, don’t forge, simply try. If you fail, allow yourself to fall down and then get right back up. Try again and make sure you do so by incorporating what you learned from the failed attempt.

Remember, if you are honest and address conflict with others right away- you are already going to win many battles in life. Now, work in understanding that people aren’t perfect, ask more questions then you make suggestions, and also become persistent and the world will be yours for the taking.

Until tomorrow,

Twyla N. Garrett

Productivity – How to Cheat

I don’t condone cheating under normal circumstances. However, if you find yourself getting overwhelmed with everyday tasks- don’t panic. Use my tips!

While these tips aren’t really “cheats” , they are shortcuts to help you become more productive. Please try them for a week and then write me back on this blog and let me know how they worked for you!

#1. Don’t answer the phone unless it is an emergency. Yes, don’t be customer orientated while you are working on major projects. In the long run, customers will appreciate this when they receive a product that is comprehensive and outstanding versus a product that is half-put together because you were busy taking phone calls.

#2. Mange anxiety, plan your scope of work for the day, and stay fit at the same time by making sure you walk for a half of an hour before going into work. This is crucial for staying productive.

#3. If you write proposals or any emails for work, write terrible first drafts. Yes, terrible first drafts lead to great final products. Make this a daily practice and your clients and bosses will love you! Just remember to revisit the draft before you turn it in!

Until tomorrow,

Twyla N. Garrett

Business Lie Dector

It isn't that everyone in business lies.... but most people do stretch the truth. So, how can you tell if your peer or consultant is stretching the truth? I've come up with some amazing business lie detecting tips!

1. I need time to thing about this.

This isn't a lie- but it isn't the truth either. When someone says this to you it means he or she is still looking at other candidates and you're not their first choice. If someone says this to you, pass on any re-interview offers, opps. to lower your rate as a consultant or re-pitching your services. It is a waste of your time.

2. I need to know I'm your only, or most important, client.

All clients are important. How you answer this will help people determine if you're a liar. So, if you don't want to fall on other people's BS meter- be honest. Try saying something like, "Our clients are like children. We don't have favorites and try to help each one grow. However, some children need special attention. Our special child pays us double what you're paying now for this service. Is this something you're willing to do?"

3. Talking too much. People who tend to over explain things tend to stretch their capabilities. Direct, short answers usually are an indicator of someone telling the truth. Always keep this in mind in every sense of your personal and business dealings.

Until Monday,

Twyla