Improve My Business

background:  It’s 1979.  I’m sharing an office, and a phone, with a co-worker.  A vendor calls up for my office mate, Gary, who’s not in.  I say that he’s not there, and ask if I can take a message.  The caller asks where he is, and when he’ll be back.  I say I don’t know (to both), but again offer to take a message.  The caller says that I “should know where my boss is” and then leaves a message for Gary to call him back.  As a woman, I’m sorta used to being considered the admin help rather than the engineering staff, so it’s no biggie for me.  Gary, however, is incensed that “this jerk” assumed I was his admin (back then we called them ’secretaries’) and calls up the vendor, telling him [in no uncertain terms] that I am an engineer - just like him - and I deserve his respect - just like him.  He then goes on to say that I got better grades than he did in college, and that I was probably a better engineer.  He then “offers” to let the vendor speak to me to apologize - which of course the vendor does - profusely.  I’m more amused than anything else by the whole exchange.  As a woman, in the ’70’s workforce, it was not uncommon for folks to assume that I was in an engineering meeting to take notes, make coffee, etc. rather than to actively participate.  I knew it would get easier, as more women entered the professional/scientific/engineering ranks - and it has.  I’m rarely mistaken now.

Fast forward 30+ years later, to 2011:  I get a phone call on my business phone.  Because we have the phone roll over to the home phone after 5 pm, and this call is at 5:11 pm, my daughter answers the phone a split second before I do on a different extension.  The caller asks for “Mr. McDonald”.  [My husband, though part owner in my business, is not an active participant.]  While my daughter is getting my husband on the phone, I (on another extension) ask what this is about.  Just then, my husband answers the phone.  I again say, ‘This is a business phone and Mr. McDonald is not a part of this firm; may I ask what this is about?”  and the caller has the poor instincts, and the gall, to say, “I’m calling for Mr. McDonald - and you’re interrupting!”  [You could almost hear him muttering something derogatory about the "Little Missy" interrupting him...]

…

at which point my husband states that “MRS. McDonald owns this company, you are calling on HER business line, and I suggest that you tell HER what this call is in reference to.”   The caller half-heartedly apologizes and quickly hangs up.  Now, we’ve got caller ID and are smart enough to use reverse lookup, so we know EXACTLY which company is hiring Neanderthals.  We’re not stupid.

My message to the caller?  Get into the 21st century, bucko.  Women own companies.  Women make decisions.  We are NOT interrupting when we are inquiring about inbound sales calls - we are making decisions (including a decision to block any calls from your company).  And the fact that you’re trying to sell us something?  As Julia Roberts, in Pretty Woman, says to a sales clerk who originally refused to wait on her - “You work on commission, right?  Big mistake.  Big.  HUGE.”

Technorati Tags: Add new tag, Business, Business Relationships, communication, customer satisfaction, customer service, julia roberts, pretty woman

Many folks complain about how e-mail takes up all of their time - it interrupts them, prevents them from getting concentrated work complete, and sucks up all their time.

I used to be no different - until I got fed up with being in e-mail hell, and figured out a way to get out of it.  There are several techniques that I’ll list here - figure out the ones that work for YOU, and implement them immediately.

The list, in no particular order (other than the order I thought of them), are:

- the unsubscribe feature on company emails.  Do you get daily coupons from a pizza joint, weekly sales notifications from your favorite clothing store, or other emails that take up your time?  If so, scroll to the bottom and follow the instructions to unsubscribe.  Getting rid of these once and for all, rather than deleting them without reading, will eventually clear out some of the clutter you see when reviewing unread emails.

- don’t reply if you don’t have to.  Sending an email with “thanks”, or “got it”, or even “OK”, unless specifically requested, or in recognition of someone else going above and beyond for you, is unnecessary; and worse, clutters up THEIR email box!  However, if someone does you a favor that would be nice to acknowledge, write them a thank-you note by all means…

- set aside “no email” time.  I leave email processing for when I’m done with a chunk of a big project, when I’ve completed a couple of blog posts, when I need a break from writing a report, etc.  I DON’T have an email flag that pops up every time I get an email; I DON’T check my email every 30 minutes (unless I want a headache that day); and I DON’T live on my email account unless I need to (a client and I are conversing back and forth, exchanging documents, etc.)

- schedule your “email” time.  When consulting with execs to streamline their day and help them to become more efficient, we start with two basic things - interruptions, and emails.  (Interruptions will be a separate blog post at a later date…)  when we cover email, I ask them when they REALLY need to look at emails, and the most common times are:

1. at the start of the business day
2. right before lunch
3. right after lunch, to check for afternoon info
4. before going home
5. (unfortunately) at home that evening

So, if I can get the exec to commit to ONLY looking at emails these 4-5 times, for a few days, they invariably report that they had been more productive since they handle emails in batch vs continuous mode, and they subsequently had more time available to get other things accomplished.  One fun way to do this is to play the E-Mail Game, which lets you see how long you are spending on each email and provides points and timing - to make it fun.  It’s also very helpful in getting emails out of your inbox, since you can ‘boomerang’ something out for a set amount of time rather than leaving it there (and potentially overlooking it).

There are tips galore on the web about handling emails; these are the ones that most of my clients find to be the tops for getting them sprung from email hell.

Any tips to add?  Inquiring minds want to know!

Technorati Tags: Business, de-clutter, efficiency, email, managing your time, organizing, process improvement, Streamlining, Time Management, working smarter

Focus on your customers and what they need.
That’s it.
You’re welcome.

Technorati Tags: Business, customers

I recently gave a presentation at a well-known conference in my industry - something that I enjoy doing.  I get to share new ideas (or ideas combined in a different way), interact with folks, and get a conversation going.  Most gratifying to me was to hear a colleague whose opinion I admire and respect say, “Mary gave me such food for thought - I had never thought to combine these two techniques before, and she not only showed us how she did it, but gave us some ideas of how we can do it ‘back at the ranch’ “…

The presentation went well according to feedback (did it have anything to do with the fact that the presentation included lunch?), and I’ve been able to hear some interesting talks on diverse topics, as well as meet some great new business contacts.

What are YOU doing to improve your skills/business? Please comment on how you ensure that you’re staying on top of your particular market… is it

- reading trade journals?

- attending seminars? conferences?

- in-house training?

- online webinars? teleseminars?

- etc.

Do tell - I’d love to hear how you’re staying on top of your game!

And, if you’re not doing anything right now - take a minute to search online for some form of professional development; type some keywords into a search engine and read some relevant articles; find and bookmark / RSS some key websites or blogs and set aside 30 mins every week to read (may I suggest improveyourbusinessnow.com, blog.efficiencydr.com, or blog.sustainabilitydr.com ?)

Technorati Tags: Add new tag, Business, communication, mcdonald consulting group, preparation, training

Last night at dance class our instructor was talking about efficiency of movement and encouraging us to reduce the distance we move our center of gravity with each step. In general keeping steps smaller allows you to be quicker and is essential for dancing to faster tempo music. It got me thinking about efficiency in business expansions and wondering if similar principles apply.

To understand where I am coming from first think of your core business competencies as your business’ center of gravity. Now we can see that any expansion of our services or product offerings is a slight, or not so slight, shift of our center. Now similar to dance, the further away from our core competencies we get the more we are moving our center of gravity and the harder it is going to be to recover and change directions. In business this means that if we expand our offerings too far outside our core competencies it becomes increasingly harder to recover and we may wind up overextended. Sticking to expansions that are smaller steps away from our core competencies will allow for more speed and precision in our movements and also make it easier to recover should we decide that the expansion wasn’t a good idea.

With the pace of innovation and change we are seeing in the economy today it is becoming clear that going forward one of the key factors for business success is going to be agility. Those business that are able to most easily adapt to new changes in the marketplace are the ones that are going to survive. So think like a dancer when considering expansion and only move your core competencies as much as you have to. Don’t overdue it or you may get behind the beat and that’s never good in business or dancing.

Technorati Tags: Business, efficiency