A 1-Question Interview...

We live and operate in a virtual world. In this world, we usually have to interview employees or contractors through Skype of through over the phone. Well, I have one question that will help you pick the right person to hire for your next ‘new hire’ quest – regardless of the position.

So, what is the question? “How is who you are now consistent or inconsistent with the person you were at 10 years old?” Now, look at how they answer the question more than the answer itself. Here’s why; the journey they are on is important. If someone where to say, “When I was 10 I thought I’d be an attorney but I ended up being a computer programmer”- you can ask what happened, get more insight as to thought process, ability to follow through on goals, ability to be distracted easily, schooling for computer programming, accomplishments, etc.

If you pay attention to the journey, the self-descriptions, and what they feel are ‘life events’ of importance between 10 and now- you will discover a lot about the potential new hire and their ability to mesh well within your company’s culture.

Trust me, this question works. A great way to see how effective it is is to simply use it on someone close to you before you use it in an interview. Ask your kids, parents, friends the same question. You will see how much information you gain and learn about them within the scope of their answer(s).

Until tomorrow,

Twyla N. Garrett

Helping Clients Truly Understand.....

Clients new to the area you service or provide products for are often the most difficult. I say this in a positive way.They haven't learned the power of your brand yet, so it is understandable when they have trust issues in what we, as professionals people, actually do. Some new clients want the world immediately and without any real time or significant financial investment. Sadly, if you don't deliver- the trust they don't already have with you turns into resentment and more distrust.

There are ways to help build trust among new clients. In fact, below are three ways you can help promote trust between yourself and another party. I’ve tried and tested all of these steps and they do work!

1. Eliminate the cell phone check at a meeting. No one can trust another person who isn’t present at a meeting. If you are going to lunch or a meeting with someone, leave the cell phone in the car. I’m serious. If you have someone’s attention for a whole hour without showing them there is something better on the end of your phone- you will easily gain their trust.

2. Truly listen. This is hard for many people to do as we all want to share experiences and speak about ourselves. Listening and then repeating what we hear to others is a cue that we are trustworthy because we are interested. Paraphrase what you heard at any meeting back to the key people involved to ensure that you are a listener and you are willing to communicate. This practice builds trust!

3. Close the door. Yes, close the door for every meeting you have with a person if you have an office. This shows that you are putting them first and setting the outside world apart. I even like to say “I know this meeting isn’t going to address confidential information but I like to keep my conversations private. It helps me confide in important people, like yourself, should a situation arise.”

Learning to trust and learning to be trustworthy are two different things. As a business owner, you have to be trustworthy in a world that doesn’t reflect this message. Start implementing the three tips above and you will be on your way.

Twyla Garrett, IME
"The Federal Business Lady!"

Customer Service 101

I wanted to talk a bit today about customer service. It is a vital component of running any business. So, how do you know if your customers are running into excellent service if you are not busy on the front lines?

1. Call your main phone number (disguising your voice if you have to.) Are you happy with what you hear (and how long it takes to get someone to pick the phone?) Would you describe what happens as "welcoming?"

2. Log on to your website. Is it engaging? Friendly. Easy to navigate? Sending the message you want?

3. Eavesdrop on a conversation one of your employees is having with a customer, or potential customer. Are you happy with the way it went?

As a business owner, it is important to mark these three steps on your calendar at least every other month. If you feel your company’s customer service failed in response to questions 1 – 3, then you need to address why and then what the recovery plan is going forward.

I hope this information helps you mold your continued customer service plans and prevent issues for arising.

I will be off of the blog until Monday, July 7th. Happy 4th of July everyone!

Twyla N. Garrett

Stand Out 101

I received an interesting question recently. Someone wrote me asking how they can stand out from the crowd. Well, this is a pretty broad question. I am assuming this person was referring to their professional career. I thought about this long and hard and I do have some answers.

If you want to stand out professionally then make sure to be involved with people. You want to be part of a group in order to stand out from the group. Start by thanking people for answering questions, listening to stories you rather ignore, liking their social media updates, etc. By becoming an alliance in a group, you position yourself for further networking opportunities in which you can later shine.

Once up build up your network of people (see above), understand the Devil is in the details. If you send a thank you card to someone, include a Starbucks gift card – even if it is for five dollars. Find small ways to make mundane tasks extra special. Your signature should be remembering small details people tell you at parties, in emails, etc. so use whatever app you can to track this information and apply it later.

Also, be a giver. In order to standout, you have to give time, money and support to others. So, when these opportunities come across your desk- don’t hesitate, take them! I promise you they will pay off in the long run. People will think of the nice thing you did for them or their organization and this will also make you stand out!

Until Monday,

Twyla N. Garrett

Surviving Workplace Violence

As a homeland security expert, I often get asked about issues of workplace violence. It can and does occur from internal and external sources.

On average, workplace gun violence claims somewhere between 500 and 1,000 lives each year.About a third of these deaths are suicides. The rest are homicides, about a fourth of which are committed by people known to the workers (coworkers, former co-workers, family, friends, clients, and patients.)

The first defense is to understand that it CAN occur. Don't think workplace violence happens "somewhere else." Always take any type of threat seriously. Don't blow it off. Threats are threats. And, if someone is starting to escalate a situation verbally, walk away. Even if you are right, diffuse the situation and walk away.

The next thing is to make sure you develop a plan for your business. If you are an employee then make it your business to know your business. What is the plan for your company? Also, put yourself on the board for safety review. Don't have one? Create it. This will help you keep your ears to the ground and identify safety concerns and potential threats.

There, of course, are more tactics that are useful- such as running, knowing when to play dead and when to put your palms to a shooter's face. My company specializes in security and safety. Let's talk. Send in your questions about protecting your workplace and I will be happy to answer them.

Let's talk. Find me on Twitter, click here.