Archives for June 2015

The late show

l

It could happen to any of us

I do believe in being on time for meetings. It gives a bad impression to be late. With new prospects and even with clients, they can be left feeling very unimpressed by a late show.

Sometimes we are late due to circumstances beyond our control. We are stuck on the road with a serious hold-up. There has been an accident. We might be let down by public transport. Our train has broken down. In those case we need to let the person we are meeting know in good time what has gone wrong and why we will not be there when we said we would.

Someone who does work for us at home was very late the other day. In fact we had almost given up on her, were noting her other inadequacies and talking about sacking her. Eventually she turned up just in time to save herself from getting the bullet, at least for now. However she failed to call to advise she was running late, even though her mobile (cell) is rarely neglected during her time with us; one of the little grouses we have about her. That is the point. Being late will be aggregated with other transgressions, real or imagined.

A late show can cut off future business. Be there, or at least apologise in advance if you can’t.

Do you like your clients?

I think we all want our clients to like us, and that means earning their trust from the outset. However, what if we do not like or trust our clients?

The other day I went to see a new prospect. I arrived at her flat and rang the bell. She opened the door but was on the telephone, to her father as it turned out. She interrupted her conversation briefly to ask me to take off my shoes or cover them with plastic slip-ons (no religious purpose here you understand) and then waved me up the steep flight of stairs to the hall. She then left me standing there while she went into another room to finish her telephone call several minutes later.

When she eventually reappeared, the first thing she said was “you look as though something is the matter” in a challenging way. If I was caught with the wrong expression it was not due to her rudeness, but because I was thinking about my Mum, who was in hospital.

When I was finally invited into the living room, the first thing this “prospect” asked me was my price. I said it depended on what she needed advice on, but when pressed I quoted a likely amount for a written note she could use as a reference or map. She pulled a face and then asked for a quote for the face-to-face consultation while I was there. That is an easier answer to give, so I quoted a figure. She said “It would be cheaper if I got the advice walking off the street in the City. I thought locally it would be a lot less”.

To my mind, good advice has a value whether it is given in the Big City or in the boondocks. The value is in the savings for the client. It is not like buying a sandwich produced at higher cost in town or at lower cost in the sticks, and to be fair, ingredients have to be paid for wherever.

Of course this person was being fanciful if she really thought her City advice would have been cheaper, but that is immaterial. The meeting was clearly over within ten minutes, at least as far as I was concerned. As News of the World reporters used to say, I made my excuses and left.

I could not work with this person because

  • She did not value me or my work
  • She was downright rude from the outset of our meeting
  • I really did not like her

This woman cost me an hour of my valuable time in travel, though, but with every bad experience we learn a little more.

I have to be comfortable to work with a client, and to be confident of a good relationship and mutual respect.

Do you like all your customers?

 

Contract essentials

It is worth reminding ourselves of the most important parts of our agreements with clients and customers, the details we must put in writing:

  • The work we will do and have been asked to do.
  • What we have not agreed to do and would charge extra for if asked.
  • The amount of our fee and
  • When we expect to be paid.

We might put plenty more into our contracts, but it is vital that our clients know what we are doing for them and that they do not have unreasonable expectations beyond excellent customer service. Being paid promptly is paramount too, so if everyone knows when the bill is to be paid, there will be no bad feeling on either side.

 

Values and work-time

Enjoy the fresh air

Enjoy the fresh air

This past year has been very challenging due to family illness. Despite this it has been a successful year on the business front from my point of view. I have worked less due to the non-business commitments, but have still found time to enjoy the fresh air on my walks, and with my wife.

How was this possible? Well, it has helped that the economy is improving. I have a lot of consultancy, and while I always bill this on the basis of value to the clients in what I do for them, my services have increased in value and people are prepared to pay for that value having less perceived constraints on cash-flow.

I should mention that my regular clients, although they value what they get, have not seen a big price hike They provide a regular basic income into my business.

So with the higher value work I can afford more free time and can pick and choose clients even more than I did. I also gain extra time by outsourcing the low value services with which I am less comfortable and which are, frankly, boring.

None of this is earth-shattering magic, but having a higher income but with more free time cannot be bad, can it? Do you value yourself enough?