Business Relationships And Behavior

So many people are telling me that they are having complaints, problems, and are unsure as how to smooth out their professional relationships.

The rule is: NEVER mix personal and professional. If you do business with a friend and have any issue at all, keep it on a professional level. DO NOT share with your friends and family. This is totally unprofessional and the start of your problems.

ALWAYS be open, talk it out, and respect what the other person has to offer. Business relationships of any kind have a start point and a finish point. When you close such a relationship, be very clear as to why you chose to do so, and part amicably. Some of my clients have followed my advice and are very thankful for it, because they have saved personal relationships and their professional integrity this way. It is a disaster when your friends draw their own conclusions, when in fact they are clueless about business or the specific relationship/contract that has ended.

One of the facts of small business owners is that they find someone they like on a personal level, and try to do business with them. They are so eager to solve all their problems at once that they usually don’t “hear” what the other party is offering. They just follow their wishful thinking, even though they are not clear about what they expect from a deal. The deal goes on and they discover midflight that the services offered are different than their expectations.

There are different approaches to solving that, and you be the judge of which is the correct way:

You sit down and talk, explain in detail your expectations as a client, and if both parties find out that this relationship does not benefit either party, you simply and professionally say goodbye. Chapter closed.

You are unsure of what your exact needs are, you are not satisfied with the services you receive, and you do not share your thoughts exactly, but decide to end this business relationship. You then proceed to talking to others, who in return have their own opinions and the professional who offers his/her services, starts being criticized to no fault of their own. Be very careful about toying with someone’s reputation and integrity.

You sever both personal and professional relationship because you mix personal and professional issues.

In a few words, business is business, and friendship is friendship. Do not make it personal. Do not treat other professionals in a way that you would hate to be treated. These are shark infested waters and guess what? Someone might actually seek legal action against you for slandering, especially if you are dealing with a bigger company.

Helping Others. That’s What Businesses Do

Business owners rarely step back and think that their business is there to help. Yes help!

EVERY business exists to help.
A lawyer helps with legal matters.
A clothing business provides clothes.
Food stores feed families.
Landlords provide housing, and so on.

Have you ever stopped to think for even a moment how your business helps your clients and how you can make it better?
It’s not all about revenue.
Yes you need revenue to live and pay your employees.
But the better services/products you provide, the better your business will be for it.

We work so much focused on making money that we forget we are part of an amazing chain. We are all intertwined and connected.
You created your business out of passion. Keep the passion going to the right direction and you will never fail!

 

 

Operational Risks

No matter what you sell, you ABSOLUTELY must be prepared and have your company setup correctly.

  1. Make sure you represent your brand truthfully.
  2. Never promise things that do not apply to your product / service.
  3. Train your customer support team to actually support customers. Taking 6 days to reply to emails is not good.
  4. Sales and customer support teams MUST work together! You can’t mail products, when customer support has already refunded a sale. You will lose revenue and your reputation.
  5. Please check your grammar and spelling for your website and marketing campaigns. If I read “this companies policy is your satisfy” , will make me run…. It should read: “This company’s policy is your satisfaction”!
  6. It’s totally worth it to hire an Operations professional to set everything up for a successful future.
  7. And last but not least, NEVER be arrogant and think you know it all.

How Complaints Can Destroy Your Company Beyond Recovery

One of the things that you should try as much as possible to avoid when it comes to reviews is having a negative review. A negative review entails when an individual gives you a rating lower than 3.5-stars and complains about a part or every aspect of your product and service delivery. This could be worse if this is the very first review that you are getting on the review website. You could however still be a bit safe if you have at least 4 other reviews where you got no less than 4.8-stars that were all very positive. It is worthy of note that people who might not give you any review if you had satisfactorily attended to them could look for at least 10 reviews website to complain about a grievance, especially when they tried to communicate it to your company and nothing was done to address it. Here are some of the ways that complaints can destroy your company beyond recovery.

Read the article HERE

Respect Your Customers!

Why do companies assume that their customers know how to use technology?

I will refer to one specific industry, Property Management and their software usage.

They completely disregard tenants 75 or older, who are still alive and kicking, pay their rent and want some respect.
They make all tenants use online portals without any thought in their process.
Do yourselves a favor and:

  1. ALWAYS email your tenants with extra bills.
  2. NEVER assume that a tenant who has successfully created a monthly automatic rent payment will think to login to their portal for no reason.
  3. When you charge your tenants for utilities, make sure you alert them so that you can get your payments and they will never feel like they owe money they don’t know about.
  4. Educate older tenants! Or at least show the respect and accept check payments.

You cannot be ONLY about revenue and totally disregard your tenants.
Guess what? Without your tenants your business wouldn’t exist in the first place.

STOP BEING GREEDY and see only dollar signs!

Fraudulent Purchases

If your company creates revenue online, be AWARE of:
1.      MORE THAN 2 ATTEMPTS FOR ORDERS BY SAME EMAIL
2.      SAME EMAIL, DIFFERENT MAILING ADDRESS
3.      SAME EMAIL, DIFFERENT RECIPIENT NAME
4.      DIFFERENT EMAIL, SAME RECIPIENT OR ADDRESS
5.      HIGH VOLUME OF ORDERS
6.      SAME EMAIL, DIFFERENT SOURCES (ie: PayPal, Amazon, Shopify etc for same email)

Here is one example of a purchaser I had to block:

AGEISM HAS TO STOP!

The ugly truth about ageism: it’s a prejudice targeting our future selves

Ageism, also spelled agism, is stereotyping and/or discrimination against individuals or groups on the basis of their age.

This may be casual or systemic. The term was coined in 1969 by Robert Neil Butler to describe discrimination against seniors, and patterned on sexism and racism.

This has to stop! There are a TON of experienced people out there who need a paying job, who have the experience and who will help your organization succeed!
Try to look into your own future self. Would you like to be pushed in the corner by society just because of your age?

  • Distinction from other age-related bias.
  • Ageism in common parlance and age studies usually refers to negative discriminatory practices against old people, and people in their middle years.
  • Implicit ageism.
  • Government ageism.
  • Stereotyping.
  • Prejudice.
  • Digital ageism.
  • Visual ageism.
  • Employment.

The Age Discrimination in Employment Act (ADEA) forbids age discrimination against people who are age 40 or older.

An employment policy or practice that applies to everyone, regardless of age, can be illegal if it has a negative impact on applicants or employees age 40 or older and is not based on a reasonable factor other than age (RFOA).

 

 

https://hbr.org/2018/06/how-do-we-combat-ageism-by-valuing-wisdom-as-much-as-youth
By Chip Conley

https://www.newyorker.com/magazine/2017/11/20/why-ageism-never-gets-old
By Tad Friend

Risks of too little information

We all want success and more customers, but we need to make sure the steps we take are complete.

  1. Make sure your information on Social media is correct. Example: NEVER put http:// and your website name, if your website is secure (ie: https). This will make prospective customers question the security of your site.
  2. Add some valuable information tabs on your website, like WHO WE ARE, or WHAT WE DO, or ABOUT US.
    This will explain your service or product, what the prospective customer will gain from joining your product.
  3. Update all your Social media pages regularly. If someone visits your Facebook page as an example and your last post is 6 months old, they will automatically think that you are no longer in business.

Keep all this in mind, implement these simple steps, and you will achieve the success you want.

GOOD LUCK!

Technology The Elephant in the Room

There is a huge issue that NOBODY is addressing, and it’s really important.

Technology, Internet and Software.
Property management companies, Retailers, Banks, Utility companies and pretty much everyone accepting payments online.

Everyone assumes that everyone else knows the ins and outs of internet usage, thus making it very difficult for people to adapt.

I come across so many people who know how to use their email, maybe Facebook and that’s about it.
They have absolutely no idea about creating and signing PDF files, uploading them to platforms they need to, or how to make payments online.

They have no clue as to how to secure their devices, who to share their information with, or how to create automatic payments.

This is the time to take a step back and start addressing the elephant in the room!
Let’s give ALL our customers the courtesy of either helping them navigate our websites and what we ask of them, or allowing them to still mail us checks.
You will be amazed at what the percentage of “non knowers” is.
Leases to be signed, bills to be paid, online purchases, even replies to phishing emails.

This has to stop and we all have to stop assuming that everyone we cater to knows the how to.

It’s time to change our attitude and help include all those people who have no idea what they are doing.

We want sales and success? EDUCATE THE PUBLIC!!!!

Your approach to your own company’s security decides your success

A lot of talk is going on nowadays about success.

Well, I am here to tell you that the first step is how you handle your own company’s online existence.

We all need more revenue, more customers and eventually success.

What does it say about your company if your hello to the world is an unsecured web address?

It shows that you haven’t done your homework and that you don’t really care about the visitors to your front door.

Imagine trying to find a plumber, you arrive at their shop only to see a sign that says dentist.
Do yourself a favor and put security first!
Anyone who comes across your company online and sees that it is secure, will happily seek your business.

I will keep writing and stressing this point, until you understand how important online security is!