Did you send holiday greeting cards to your clients last year — or just feel guilty because you didn’t?  Now is the time to plan for this year — and there’s a more productive cost-effective way than ever before that will work for holiday greeting cards this season.  In addition, you’ll never miss the opportunity to send a birthday greeting again!

One of Productive Environment Institute’s most popular services is called The 8-Hour Miracle™ — an “organizing intervention” for one person in one office.  Virtually every time we provide that service, one of the issues which comes up is a sticky note with the message “send a sympathy card,” or a business card from someone the client met recent (or not so recently!) at a networking event, or a greeting card — purchased, but never mailed.  After several years of this, I became determined to find a productive, cost-effective solution for sending greeting cards, and I’m happy to say I did!

The benefits of the solution are significant — here are thirteen of them:

1. You can import your existing database into the system.
2. You can select your card from over 15,000 cards in the existing database.
3. You can personalize an existing card with your own photos and handwriting.
4. You can create a totally personal card with your own graphics and photos.
5. The card will arrive in an envelope with handwritten address label and a First Class stamp.
6. You can send the card from your computer or even from your smart phone.
7. You can have someone else send the card on your behalf, but it will still be personal.
8. Your card can have multiple personalized signatures.
9. You can send one card to multiple people with a single click.
10. You can create one card for multiple people, and then personalize each one.
11. You can send gifts ranging in price from $10 to $100 with your personalized card.
12. You will get a reminder in your email for upcoming birthdays.
13. You will have a record of the cards and gifts you have sent.

If you’re interested and have 3 minutes to listen to a video showing you how it works, go to www.SendOutCards.com/17790.   To really see how it works, think of someone you would like to send a card to — a family member would be a great choice because you could see the results!

Click on “Send a Free Card” and see what happens.  (You will not be charged.)

Virtually every day I send at least one card to someone because it is their birthday, or they are grieving a loss — but often it’s to say “Congratulations” or “Thank You!”  Recently I went to a large business event.  I walked up to the main speaker whom I’d never met to introduce myself. As soon as he heard my name, he said, “Oh I know who you are!  I have your card in my briefcase. I wanted to talk to you!”

Letting someone know you care can make a big difference in their lives — and maybe even yours!

If you have questions about Send Out Cards, send an email to barbara@ProductiveEnvironment.com or call 919-349-9247.

About the author: Barbara Hemphill is the founder of Productive Environment Institute whose mission is to help businesses reduce costs and increase productivity by implementing systems to manage information, space, and time.  For information about speaking or consulting services, www.BarbaraHemphill.com or call 888-380-6799.

Sales techniques once again lead the way out of potentially damaging outcomes.  Here are some steps that may help the next time help may be needed:

1.  Ask, “Why” do you believe, feel…

2.  Listen carefully to what is being said and not being said

3.  Clarify anything you do not understand or was mis-interpreted

4.  Let the other person completely finish their side of the story

5.  Take notes on points with which there was mis-understanding or with which you disagree

6.  Diplomatically respond to each point of displeasure with an explanation and mindset of finding an agreement

7.  Before moving to the next point, make certain the first agreement is in place

8.  At the end, ask in your own words, “Does this clear up what was troubling you?” 

Most of the time, these steps will produce a positive outcome.  However, our theme is to attract the “Right” job or clientele.  Should you find someone unreasonable and unwilling to compromise or work through the matter, then you should walk away.  One of my favorite quotes is that of Abraham Lincoln, “You cannot please all of the people all of the time.”  Walk away pleased you tried your best.

The Community Service project AmericaHires360 was developed to help Americans return to work. Companies and Sponsors are making it possible for Job Seekers to attend for free. The event takes place online October – December click this link,  http://www.eventbrite.com/event/1900782291/AH360/1765715087, to register today.

When you take the time to clarify mis-communication, it serves to build your brand, develop further business or will help to get you noticed and preferred by the hiring manager.  Qualifying for the right job or clientele puts you on the wave of a very Smooth Sale.

About the author: Elinor Stutz, CEO of Smooth Sale, LLC authored the International Best-Selling book, “Nice Girls DO Get the Sale: Relationship Building That Gets Results” and “HIRED! How to Use Sales Techniques to Sell Yourself On Interviews”.  Elinor delivers inspirational keynotes at conferences, team training, private coaching and finds joy in helping her clientele turn their dreams into reality.  Elinor is available upon request for consultation.

One was the local branch of a national bank that services this particular business, the other a well known company exclusive to providing merchant services.

When the rubber met the road, the bank (who by affiliation, you would think would provide the greatest service to an existing customer with the least amount of additional charges and fees) took the opposite approach: gouge the customer wherever possible.

The bank had provided a quote for services several months prior, yet, the individual who had provided the quote, (which we had in writing) alas, no longer worked for this particular bank.  A new quote was generated with increased transaction charges, increased percentages, monthly fees and a new annual fee designated as a “Required PC Compliance” fee arrived via email.

Also of note; the bank required a 5 year contract with a $500.00 early termination fee, the merchant services provider a 2 year contract; $90.00 termination fee during the first year only.

Can you sense a bit of frustration here; the local bank — are they not supposed to be an ally?  A supporter of small business?

Bottom line, folks: please, please, please take the time to compare costs between providers for any type of contractual services.  Before you sign a contract, print it out and compare carefully.  The amount of hours we invested in securing a merchant services account was challenging, yes, but the money we will save in merchant services fees the first month will more than make up for it.

About the author: Tracy Parks is CEO of Simplicated, LLC, Productivity Consultant, trainer and speaker.

The good news about experiencing an earthquake as opposed to hurricanes or tornadoes is they are over in less than a minute.  However, quite a different perspective was observed when visiting Washington D.C. This episode reminded me of a very important principle for successful sales, but first let me describe the chaos.

It was the very first earthquake experienced by most people in the area.  Buildings were evacuated and people flooded the sidewalks and streets.  Continual sirens coming from ambulances were heard and cars jammed intersections trying to flee the scene.  Except those fleeing were at a standstill.

I was trying to figure out why the modest quake would have everyone so shaken. Once in conversation to unravel the facts, I realized many of the same people had experienced the nightmare of the terrorist attacks on 9/11. In fact, it was less than a month from the anniversary date.  No wonder they were gripped with concern and fear.

Whether you are applying for a job or to acquire a client, you must get the other person’s perspective first to fully understand how you might best be of assistance.  Reserve judgment until you know all the facts.  You will have a far better opportunity to build the relationship by maintaining an open mind.  This will help you to interview better and on the wave of the Smooth Sale!

About the author: Elinor Stutz, CEO of Smooth Sale, LLC authored the International Best-Selling book, “Nice Girls DO Get the Sale: Relationship Building That Gets Results” and “HIRED! How to Use Sales Techniques to Sell Yourself On Interviews.” She provides team sales training, private coaching and business retreats to grow you business.  She is available upon request for consultation.

How common it is for most of us, (myself included), to fail to recognize and leverage this simple truth.  Instead, we protest admission against even the most trivial of “failures.”

Case in point.  My father, who is in his early 80′s, recently left a very nice jacket at a restaurant my family had frequented for the past 20+ years, one which is located several hours from his home.  When he called,  the restaurant indicated there was no coat to be found. My dad then back tracked to where he had been earlier in the day, at my daughter’s home, and checked with her.  No coat.  My daughter lives close to this restaurant, and because she knew my dad was wearing the coat when he left her house, decided to double check with the restaurant.  No coat.  A few days later, I was driving near this town and decided to check with the restaurant as well — learning they did have the coat!

The sad part to this story is when I arrived at the restaurant, an extremely grumpy gal who indicated she was the owner’s sister informed me there was no coat, as did two additional employees.  I explained gently that I had spoken with someone hours earlier but was met with a curt response: “Well, who was it?” Fortunately, yet a different staff member appeared on the scene and chimed in “Oh yes, the coat is here, it’s hanging in the office.” Fabulous!

Perhaps I should have left well enough alone, but the process improvement consultant in me ventured to suggest, again very gently, and emphasizing how appreciative I was that the coat was found, that the restaurant as a team might benefit from creating some standards around lost and found items.

Whoa!  The fury unleashed by the owner’s sister was astounding, insisting they did have a process, i.e., a lost and found drawer by the cash register and that, “a coat obviously would not fit in a drawer.” What surprised me was her inability to listen to the voice of the customer — in this case, me.

My parting suggestion was “Hey, that’s great, sounds like you have a system; maybe when an item is too large for the drawer, someone could just leave a note like ‘found a black suede coat, owner called and will pick up – it’s hanging in the office.’”  Based on the smiles and respective nods from surrounding staff, there seemed to be agreement towards a new idea. Based on the scowl from the owners sister, it’s unlikely it will ever happen.

Here’s this month’s challenge to business owners and business professionals alike.  When you fail to meet a customer expectation, for goodness sake heed the words of Henry Ford and leverage it towards an opportunity. In fact, how about a monthly challenge question for you or each member of your staff like, “What did I learn from my customers this month?” or perhaps the question might be “Did I fail a customer this month, and, if so, what did I learn from that experience?”

It’s quite likely you can take what you learned and leverage it into a better process, service, or value.

About the author: Tracy Campbell is CEO of Simplicated, LLC, Productivity Consultant, trainer and speaker.

My simple truth is: it is not the client’s responsibility to understand the learning curve – it is yours.  Once you understand everything that can possibly go wrong, you then have the formula for executing properly the next time around.  You will do so much damage by asking for extra money for the added hours spent that you will be sorry you did.  When you fail to take into account the clients’ perspective and ask for additional money, you anger the client who then proceeds to tell everyone they know just how awful their experience with you turned out.  It will turn off future prospects and prohibit further business.

Consider the learning experience to be worth far more than asking for a couple of hours worth of extra money from your client.  When you explain the extra steps you took on their behalf, deliver calmly and bill according to the original terms, you will have a very satisfied client. Your branding and business development will take off in the right direction.  Your marketing message becomes: “customer service is important to me, as is building long-term relationships with my clientele.”  By taking into account all perspectives of all concerned, you will find the better path to move forward and for everyone to feel as if they have benefitted.

Repeat business, referrals and testimonials will be yours, thereby increasing your brand awareness. This serves to attract larger audiences and more sales.

Paying closer attention to the client’s needs is the hallmark of The Smooth Sale!

About the author: Elinor Stutz, CEO of Smooth Sale, LLC authored the International Best-Selling book, “Nice Girls DO Get the Sale: Relationship Building That Gets Results”and “HIRED! How to Use Sales Techniques to Sell Yourself On Interviews.”

Her smile made me think about the power of friendliness and how it can make a world of difference in the start-up life.  The fact is that founding a start-up is hard work.  It is full of trials and tribulations that are certain to test you.  There will be days where you really wonder why you do it.  It is in these dark times that you have to find the inner strength to smile.  You need to attack your start-up as a fun-filled adventure.  Whenever you can, put a smile on your face, on your communications, and in your own mind.

Every one connected to your start-up wants to be around happiness.  Your fellow founders and employees want to be at a happy place to work.  Your vendors would rather work with a happy partner. And most of all, people spend more money and time with companies that are seen to be happy.  You are the face of your start-up, so you need to put a smile on that proverbial face.

So the next time you are feeling the pressure of your entrepreneurial endeavors: SMILE. This little action will make a world of difference.

1. Show up on time.
2. Do what you say you will do.
3. Finish what you start.
4. Say “please” and “thank you.”

Like many ideas that could be classified as “simple,” they are not “easy!”  But would anyone argue that doing those four things can do wonders for improving any business?  Yet, how few individuals – let alone entire businesses — adhere to them!

I realize that I’m taking a risk talking about this – since there are certainly times when I have failed on all four fronts, but I’m dedicated to continuing to improve.  Every day I’m getting better, and thankfully, productivity is about progress, not perfectionism!  Let’s take a look at each one:

1) Show up on time.  All of us know people that are perpetually late, and what I’ve never understood, is that some of them seem proud of it.  The unspoken implication is that the time of the person who is late is more important that the time of the person who is waiting.  Growing up on the farm in NE, my mother used to keep the kitchen clock five minutes fast.  I never understood how that helped, since it seemed natural to just look at the clock and say, but that’s five minutes fast.  Nonetheless, it instilled in me the importance of being on time, and I use a variety of techniques to ensure that I am.  For example, I always carry something with me that I want to do, so if I’m early, I’m not bored waiting!  Inevitably things happen to make us late that are out of our control.  A simple phone call to alert people of the situation can salvage the situation.

2) Do what you say you are going to do.  Based on my observations, the biggest challenge here for many of us is that we commit to more things than are humanly possible.  Recently, I’ve observed that happening in my own business and life, and the situation has challenged me to revisit my business plan, and narrow my target market.  It’s an eye opening experience!

3) Finish what your start.  This is an ongoing challenge for me!  Many, perhaps even most, entrepreneurs struggle in that area.  After all, we are idea people – and for us, it’s often much more fun to think of ideas than it is to implement them.   This means it is essential to ask ourselves whether or not we should start something at all – or make sure we are surrounded by people who will run with the ideas.  As you’ve heard me say many times, “Together We Are Better!™

4) Say “please” and “thank you.” I remember reading an article many years ago by Tom Peters, author of The Pursuit of WOW, in which he described how much extra effort he had taken to fly across the country, on short notice, to complete a consulting contract for a client.  Not one of the many people for whom he had made the effort ever said “Thank you.”   How many thank you notes have you written lately?   It’s one of the best ways I know to be memorable in the eyes of your client and loved by your family.

So here’s my challenge for you: Observe which of these four habits you would do well to improve. Like anything worthwhile, habits require discipline, so keep on practicing, and live in a way that inspires those around you to do the same.  If you need help changing a habit, consider a “virtual coach!”  — send an email to Barbara@BarbaraHemphill.com with “Coach” in the subject line, and we’ll connect you!

About the author: Barbara Hemphill is the author of Taming the Paper Tiger series and co-author of Bushido Business with Brian Tracy, Tom Hopkins, and Stephen M R Covey. She is the founder of Productive Environment Institute whose mission is to help organizations create a Productive Environment so everyone can accomplish their work and enjoy their lives.  She can be reached for consulting and speaking at barbara@BarbaraHemphill.com.

When evaluating the value stream, a business should start with what their customer considers value (cost, quality, time), adjusting internal processes to meet (or exceed) those customer expectations.

Statistics indicate that 85% of the steps in most business processes are considered waste in the eyes of a customer, i.e., a waste of their time and/or their money.

A recent personal example: When contacting credit card companies regarding a change of address I experienced quite a contrast:  A straightforward, simple and quick (less than 3 minute) investment of time for my Banana Republic Account. A complicated, tangential, frustrating and lengthy (greater than 12 minute)investment of time for my Citi-Card account.

What happens when a customer feels they have wasted their time and/or money, or they find that the quality of their investment is less than desirable?  They go elsewhere. The outcome of my experience, don’t bother with the Citi-Card; use my Banana Republic Card exclusively.

My point?  As a business owner I encourage you to take time to evaluate your processes from the standpoint of value in the eyes of your customers.  Rid your processes of  ”boulders, twists and debris” in your value stream which negatively impact your staff, your bottom line, the quality of the product, service, or value you provide, and (most importantly) your customer experience.

Looking for a place to get started in understanding Lean Office and Value Stream Mapping?  Connect with on demand course work here.

About the author: Tracy Campbell is CEO of Simplicated, LLC, Productivity Consultant, trainer and speaker.

That delicate balance is something that every company must deal with.  And the best solution is to listen to your customers and your prospects to determine how to find the balance.

This thought process was the subject over at WV portfolio company, Idea Offer.  BusinessGuy made a posting asking which of these things people prefer and the winning answer came from Amy Rae:

Good customer service is always number one in my book. I actually worked for several years at Nordstrom and seeing the repeat customers, spending pretty large amounts of money over and over in the same store, with the same sales people they’ve come to for years – made me realize how much good customer service means to people.

I’m now receiving far less income than I was when I worked at Nordstrom but it is so important to me to shop there not only because of their customer service, but also because of the quality of their products – I buy far less of the things I want simply so I can get the better service and product from Nordstrom.

With that said, I have also been known (even in Nordstrom) to realize as I walk to the register that I am so irritated with the service I received that I will lay whatever I planned to purchase on the counter and tell the sales person that I’ve decided to take my business somewhere else that day. I really feel powerful about the fact that where and how I spend my money expresses my voice in this country.

Money talks. I will not support a businesses or organization that doesn’t provide me with the quality of service and product that I want and need.

This “economist” approach to life is what we like to see at the Entrepreneur’s Bible.  We hope everyone else likes that too, no matter which they prefer:  cheap products or  great service.