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By Paula, on July 13th, 2010
With the recession as awful as it is, all businesses are looking for ways to reduce costs.
One of the best ways to reduce costs is to get rid of expensive phone service. Phone companies like Skype, Vonage and other internet-based (Voice-Over-IP) programs are MUCH less expensive, especially for long distance and international calling.
Business VOIP also has some great features:
- You can usually request numbers with any area code you like, so you can be “local” in any area that you have a lot of customers.
- You can forward a VOIP service to your cell phone, so you get calls when you’re out of the office.
- You can often take the hardware with you, with a Magic Jack of VOIP box, you can carry it with you and receive calls even when you travel.
The call quality is usually excellent, (as long as you have high-speed internet) so you lose nothing! In some cases, you can keep the same phone number.
We’re always looking for ways to help businesses. If you have a great idea, let us know!
By Paula, on June 30th, 2010
A friend asked me this one, I thought I’d ask our readers.
She’s done some contract (1099) design work for a medium-sized company. She has submitted invoices that are 45 days overdue. She’s sent emails to her billing contact asking if there’s a problem, with vague, nonspecific responses.
She frequently has meetings with other contacts at the company, including the owner.
Would it be inappropriate for her to mention the overdue invoices to the owner of the company?
My initial thought is, it’s absolutely fine to request payment for services rendered, as long as she does it in private and politely. . . but that’s where it gets awkward.
Anybody been there? What did you do? How did it work?
By Paula, on June 9th, 2010
“And I don’t sit around just talking to experts because this is a college seminar. We talk to these folks because they potentially have the best answers so I know whose ass to kick, right?
Barack Obama in an interview with Matt Lauer June 9, 2010
The President was responding to a line of questioning that included the criticism about his handling of the BP oil spill, indicating that many people felt that he was being too “cool and controlled” and that there are times when a President should show some emotion or anger.
And granted, the BP oil spill is certainly a catastrophe of anger-justifying proportions.
I’ve heard profanity from CEOs and from seminar speakers that make several thousand dollars an hour. “It gets people’s attention!” one speaker told me. “It’s a way to cause a ‘break,’ in NLP terms, with their current line of thinking.”
What’s your opinion? Is profanity ever justified? Especially in a business situation?
By Paula, on March 16th, 2010
 Blog Talk Radio with Walethia:
Walethia and I have a great (and wide-ranging) conversation:
- Is Etiquette a “class” issue? It is on the airlines . . .
- Etiquette as a business opportunity
- Getting things done when doing business around the world
- How “slow” is sometimes “fast” in real life and in the social media
- How 10,000 screaming fans on Facebook is not what you REALLY want
- Is opening a door for a woman insulting?
- How to find the “quiet money” on the internet
Listen here
By Paula, on March 2nd, 2010
“I don’t care how good a deal they got on this place. It just looks like a boondoggle.”
We were standing in the lobby of a very nice resort, talking with other conference attendees who were just arriving.
I understand our companion’s perspective, this was a conference that included government employees and others who had to worry about appearances, and be concerned with what their co-workers and constituents thought. “I don’t care if it WAS the same price as a regular hotel and conference room, this just looks bad.” He indicated.
Personally, I enjoy having conferences at resorts – they usually have amenities on site that allow us to get more work done. If you need to get people together from all over the country (or the world) then people have spent a lot of money on airfare and time is precious.
Breakfast meetings can be catered. Lunches can be catered or kept to an hour in places where there is dining on-site. On-site printing and IT facilities means that you can be more flexible and won’t have delays while you’re waiting for copies or waiting for a projector cable. Many of these places even offer activities and experiences for the evenings that help people get to know one another better, rather than simply disappearing into town for dinner or separate hotels.
From a U.S. corporate travel perspective, companies will continue to look for near-term ways to cut discretionary costs – including business travel – to bolster their bottom line in this challenging marketplace. For example, an October 2008 Business Travel Coalition survey of 106 corporate travel buyers showed that nearly 26 percent had “implemented emergency travel cutbacks in the past weeks as a result of the financial crisis.”
However, taking a longer view, the value placed on human connection and interaction remains important and business executives will still need to meet in person to make deals and decisions. While online video conferencing offers tremendous convenience and significant cost savings, it will never replace business travel or group meetings. In a November 2008 Deloitte Insights podcast, a THL (Travel, Hospitality and Leisure) industry senior economist commented that “[business executives will] still need to get together, look each other in the eye and understand one another’s body language [to conduct business].”
http://www.hospitalitynet.org
I understand that there has been a lot of waste and abuse in corporations and government agencies, and the “back to basics” move is probably appropriate. But I do think we tend to go overboard. Providing employees and clients with a nice place to work and enjoy their time together is good business. Having a remote place in the woods that provides for their needs while they focus on business can be a very efficient and effective use of funds. And in many cases, it’s not any more expensive than the alternatives.
As long as work is getting done, conferences should be enjoyable; not punishment!
By Paula, on January 19th, 2010
 Guest Article by: Kristine M. Lewis (used with permission from the Seabright Company- Thanks Mark!)
Recently, I attended a networking event for my company. The speaker that night spoke about good networking practices. One of the practices she referred to was making sure to follow-up with everyone you meet at these events. She aptly referred to it as “pinging”.
The word “ping” takes its name from a submarine sonar search — you send a short sound burst and listen for an echo or a “ping” coming back. So, in networking terms, when you send out a ping, whether with an email, a phone call or a hand-written note, you’re inviting that person to “come back” and communicate with you thus beginning a relationship with that person…one that will hopefully benefit you both long term.
I always make it a practice to send out hand-written thank you notes to everyone I meet at these events. I like hand-written notes, because they’re a physical manifestation of your company (your brand) to that potential client, strategic partner or referral source. A hand-written note sets the tone for your company. Hand-written notes also differentiate you from most other businesses. Ask yourself when the last time you received a hand-written note from someone you met at a business setting was?
Quite simply, hand-written correspondence is a wonderful way to build your business. When I say build your business, I am not just referring to acquiring new customers. I am also referring to keeping the customers you have!
According to a study conducted by the Technical Assistance Research Project in Washington DC, 68% of customers leave because of “perceived indifference”. In other words, customers don’t think you care about their business. As Sir William Jones said, “The deepest principle in human nature is the craving to be appreciated”. Our customers and clients want and need to be appreciated, remembered and thanked.
Another great advantage in sending a personal note….people tend to keep these cards. Whenever I receive a nice note from someone, I display it one my desk for awhile. Every time I see the card, I am warmly reminded of that person or business.
So, when should you send a hand-written card to someone? Here are a few suggestions:
- Every time you meet someone new and get their contact information (i.e. a networking function, a business meeting, a training session, on the plane, a social party, waiting in line at the grocery store, etc.)
- When a customer makes a major purchase from you or sends a referral your way.
- When you embark upon a joint venture with a new company.
Here are some other suggested but not mandatory times to jot a quick note:
- A birthday greeting to your clients and associates.
- A congratulatory note when you hear about something great that customer or business associate did. For example, one of my customers published a new book, so I sent her a congratulatory note.
- If you see an article that might be of interest to that client or associate, send them the clipping with a quick note.
- An encouraging note to members of your staff or team.
Remember, every card is a “ping”. It is likely that your message will echo back to you in some way soon!
Writing a hand-written note does not have to be a difficult exercise! When networking, make it a practice to take notes about the people you meet on the back of their business cards, so you have something to reference when you go to correspond with them.
Hand-written notes should only be 3-5 sentences in length. In other words, be short and to the point. If it is your first correspondence with this person, remind them where you met and what you do for a living. Thank them for taking the time to speak with you and perhaps suggest another meeting. Make sure to enclose another business card.
Your personal correspondence should be written on high quality stationery. Remember, your stationery represents your brand. If you are a veterinarian for example, a note card with a cute dog might certainly be appropriate. If you’re an image consultant, you might want something more refined and sophisticated. Personalized note cards with your name and/or company already printed on them are great for establishing a consistent brand or image. Make sure to give your correspondence that extra personal touch by hand-addressing the envelope and using a real postage stamp.
Set aside some time every day to write your notes. I prefer to do this practice at the end of the day. It gives me time to reflect upon the day and
allows me to give this practice my undivided attention. It also helps me to end my day on a very positive note…energy which transcends to the following day.
For remembering customer’s birthdays, I have created an Excel spreadsheet with my customers’ names, addresses and birthdays. Once a week, I refer to this sheet to remind myself of the birthday notes I need to send out for that week.
Don’t get me wrong, emails, instant messages, phone calls and the like are all wonderful communication tools! However, taking the time to write a hand-written note really sends the message that you care and you have taken the time to think about your relationship or potential relationship with that person. Those 3-5 sentences can make a mighty impact. And, that ping will come back to you in the mighty echo of increased opportunity. Grab your pen and stationery and get writing today!
By Paula, on January 4th, 2010
 I was sitting next to someone in traffic, we both had our windows rolled down, and I noticed that she was talking on her cell phone. Not only did I notice that she was on the cell phone, but I heard every word of a rather personal conversation with her daughter.
I’m sure both women would be really upset to find out that they’d confided their problems in a total stranger (who had not really intended to be part of this exchange!)
This caused me to give some thought to a common phenomenon – the convenience of cell phones often causes people to forget some key principles of etiquette.
In an amazing coincidence, when I got back to my office, I ran across a blog post from Jaimie Field (Enlightened Rainmaking)
I was recently on a New York City bound train at rush hour and couldn’t help overhearing the conversations of the people on their mobile devices. Of course I couldn’t help it – for some reason, when people are on their phones they lose the ability to modulate their voice levels. (It always reminds me of that scene in the first Austin Powers movie when they unfreeze the lead character who had been cryogenically frozen for 30 years.)
Now in this particular instance I was listening to someone speak of their Uncle Joe’s liver transplant and how this holiday season is going to be tough since he is not allowed to drink anymore. What do you think? Too Much Information?
This got me to thinking about Attorneys and their cell phone etiquette (or in some instances, lack thereof). I have been at lunches where a phone call has interrupted a perfectly wonderful conversation. Then, I sat there while my attorney client had a 10 minute conversation right in front of me. It is important to add that there was nothing that I heard from their end of the conversation that couldn’t have been said at a later time.
We could write a list of etiquette rules for cell phone users, but it really boils down to common sense and a three key principles:
- The current situation (driving, conversing with people in person, checking out at the store, etc.) always take precedence over a cell phone conversation.
- In the event of an emergency (something you MUST handle over the cell phone) stop what you’re doing. Get out of line at the store, pull over to the side of the road, excuse yourself from the table or the conversation, and handle the emergency.
- Remember that no cell phone conversation is ever really private.
By Paula, on November 23rd, 2009
People used to know that it was bad manners to discuss sex, money or politics; especially among people you don’t know well. But it seems we’re breaking all the rules these days.
It’s not a bad thing that we’re opening up a bit and able to express our views, but using a little restraint wouldn’t hurt, either!
I had a number of conversations after article on handling restaurant checks, Etiquette on the Road, and several other articles with a common theme: money!
Here are some common observations
- If you’re unemployed or otherwise not doing well financially, it’s fine to opt out of expensive outings with friends without making a big deal of it. Suggest a less expensive alternative, like staying in for games and snacks rather than spending a night on the town.
- Even if you’re in a tight spot, don’t avoid your friends altogether, enjoy your time together and enjoy simple hobbies and conversation.
- Don’t carry on about your money troubles to friends you don’t know well. They probably can’t help, and you’ll just make them uncomfortable.
- If you’re doing well financially, DON’T carry on about your great job, high credit score, or expensive purchases you’ve just made. It’s great to be doing well, but it’s in poor taste to advertise it in a neighborhood with 10 percent unemployment!
- Have a holiday party if it’s a tradition for your family, company or group of friends. It’s possible (and fun) to have parties with less expensive food and drink options. You don’t need Champagne when white wine in a box will do. You can have more cheese and less caviar, more vegetable dishes and less steak and lobster.
- Give gifts that show more thought than money. You can assemble a fruit basket with food from the grocery store or farmer’s market and deliver it yourself, rather than having an expensive one delivered.
- Tip if you can. Even if you give your personal trainer, mailman or hair stylist half of what you gave last year, it shows that you’re thinking of them.
Being polite and sociable doesn’t mean you run up a huge debt. This is a great holiday season to focus on simpler pleasures and simply enjoying the company of people you work with.
By Paula, on November 11th, 2009
If you now, or have ever served, THANK YOU for your service!
By Paula, on September 30th, 2009
Whether we’re looking to make sales, land a job, or just keep up in our industry, most of us attend networking events, conventions, job fairs, etc. Making the most of these opportunities involves a little preparation and know-how.
Clarify your Objective
Have a realistic objective for the event. Your overall goal in life at the moment might be to “increase sales” or “get a job,” but formulate something more specific for the occasion, like:
- Meet someone from three companies you’d like to work with. (You can often get a list of who’s attending from the event organizers and make a “short list” for yourself beforehand.)
- Talk with ten people and get contact information for four of them.
Distill Your Message
Have an answer ready for common questions.
“What do you do?” “What type of job are you looking for?”
Stumbling on this is the most common error in networking situations, and the most unfortunate. You lose an opportunity if you’re not perfectly clear about what you have to offer and why the person you’re meeting should know (and remember!) about you.
You can even have a unique and powerful response to an ordinary question like “How are you today?” Instead of the usual (and boring) “Fine.” You could use the opportunity to say something positive, engaging, and conversation starting – like “I’m really glad I came. Did you hear that the turnout is better than expected, given the economy?” It’s even better if you can tie your response in with your industry or profession, so that you sound like someone who is really engaged and informed about what’s going on.
Dress to Impress, then Forget It
Eighty percent of communication is visual. Especially when meeting people for the first time, be sure to “look the part.” If you look like a successful consultant or a professional person, you are more likely to make a good impression and to be remembered that way.
Observe the way people dress in your geographical area and industry if you can, otherwise, dress conservatively and professionally.
The best thing about being appropriately dressed is that you can forget what you’re wearing and focus on who you’re meeting and the message you’re delivering. You (and everyone else) can literally forget about what you’re wearing because you don’t feel self-conscious and your clothes and grooming aren’t drawing any attention away from your personality and your message.
Conversation
Listen more than you speak. Ask questions. This gets people talking about themselves and their company (which is why you’re there, right?)
You may be desperate to communicate your value to the company or the industry, but you communicate much better by investing the time and listening to other people. Keep your own responses fairly short and clear, and encourage others to talk about themselves. They will think you’re a brilliant conversationalist if you let them to most of the talking!
Remember that everyone is here to network. Don’t monopolize any person for more than 10 or 15 minutes. If you strike a good rapport with someone and find that you have more to talk about, ask for their contact information and suggest that you have coffee or a phone conversation later.
Business Cards
Don’t just hand out business cards, or ask people for theirs. Acquiring (or handing out) business cards is not the objective of the day. The objective is to make meaningful contact with people who have a reason to contact you later, or that are looking forward to you contacting them.
If you strike a chord in conversation and see that there is mutual interest, ask the person you’re talking with if you may contact them later. They may offer you a business card. If they do, offer one of yours. You should have them ready (in a jacket pocket is ideal) and not go digging through your purse or briefcase or pants pockets in search of them.
When you receive a person’s card, follow up within a day or two with an email or phone call reminding him of what you talked about.
More Information
Networking Etiquette by Aviva Schiff on The Sideroad
http://www.sideroad.com/Business_Etiquette/networking-etiquette.html
3 Rules to Smart Business Card Etiquette by SparkTalk on Careerealism
http://www.careerealism.com/3-rules-to-smart-business-card-etiquette/
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