5 Fundamental Life Lessons You Should Apply to Your Business Immediately
Picture it. You’re a customer. You order a designer cake from a baker you were referred to by a friend. You’ve seen pictures of his work, so you’re excited about what he will do. He was really nice when you spoke to him over the phone. He promised he could deliver, as you request. The price he quoted you seemed extremely fair. So, you place your order in confidence. And, then it begins.
You told him the party is two Fridays away, but you need the cake on the Thursday before. It isn’t ready on that Thursday.
And then, he runs out of the custom color blue you requested on the fondant design, to match your party theme, and now the cake doesn’t look the way you requested it to look.
And then, he refuses to offer any form of due diligence to rectify the situation. Even though, he was late delivering the product, and the product is not to your satisfaction.
And then he goes on his facebook page promoting his business, as if he did not deliver you an unsatisfactory product, with poor customer service included. He is also sure to make a status about how he doesn’t like customers who don’t understand baking basics and make a big deal over small stuff, referring to your recent encounter with him, and indirectly bashing you as a customer.
Seem bazaar? It isn’t! What if you were this customer? What if you were this baker? Wait. ARE you this baker?
Fun Fact: Everyone IN business doesn’t necessarily know how to DO business. Well, at least not good business. Andy Warhol once stated “good business is the best art”. In all of my years working, managing, consulting, and operating, I have seen my share of good and bad business practices. I’ve also learned a great deal of the lessons that have come with these, whether on the giving or receiving end. And while, as “the boss”, we are looking at the big picture, as we should, some of us are missing the simplest principles that hold major effect. Details we know, from basic lessons we were taught as children, are still relevant in this phase of your life. So, let’s talk about a few of these you could carry over to your business practices to bring or maintain value of your overall brand and appeal.
Here are 5 fundamental lessons that can be carried over to your business to enhance your success:
1. Treat others the way YOU want to be treated.
It’s the cardinal rule we’ve been taught since childhood, and a true gem in the business and corporate communities -- and this goes for both customers and dealing with fellow business owners. Treat your customers as you would want to be treated in their shoes. Treat other business owners as you would want to be treated as a peer. Just as you want good customer service from the drive thru window at Wendy’s, your customers want good customer service from you. Just as you want to be paid in full for services you have rendered, your peers also want to be paid in full for services rendered to you. Friendships aside, even. Treat each transaction and interaction as if you were on the other side. One bad transaction could be a nightmare for your business. It’s worth your effort. Also, if you do not wish to offer your services for free, do not ask your fellow business owner to do it. You aren’t going to plow my snow for free, I am not going to print and create your brand t-shirts for free. See how that works?
2. Be on your best behavior.
I am incredibly protective over how I present myself. I am mindful to be as kind as possible, but as firm as necessary. I apologize when I am wrong. I do not gloat when I am right. I am relentless in delivering the result I promised. I try to dress in a way that compliments my size and height. I try to always speak professional and calm, even when in comfortable surroundings. And, I am not perfect in any of these, but my effort has gained and maintained a solid client base, and the respect of my mentors and peers. Fact is, people are always watching. They are paying attention to how you handled the slow-moving associate at the WalMart checkout line. And they will remember if you were rude or nice to that associate when the time comes to do business with you. And you never know when you will see any person again. It is indeed a small world, after all. It really comes down to how you want to be received and remembered. Nice or rude? Calm or moody? Professional or unkempt? Put-together or awry? How do you want to be remembered? Present yourself in that manner. And, always keep your business cards on you. Take care of the basics.
3. All attention is not good attention.
Remember when you started high school and wanted to be popular by any means necessary? Remember what your parent(s) told you about attention? No? Let me remind you. Say it with me: All attention is not good attention. Say it three times. Get it into your psyche. Be mindful of how you present yourself online. Because, you are also representing your brand. Social media is a very powerful tool. It can take you from a home video participant to millionaire (Hello there, Kardashian family). It can also take you from esteemed colleague to public shame (Hi, Rachel Dolezal). Social Media can be your greatest ally or your worst enemy. Everything you post can be used for you or against you in the court of law and of public opinion. And, if you are marketing any product, service or event to PEOPLE, public opinion matters. You may be the man who is a really good events promoter, whom someone would love to work with, but won’t knowing you may hurt their brand because your social media posts are offensive to women. How you speak about them, and to them and what you post. Or, maybe you’re the makeup artist someone would love to hire to do makeovers for their next ladies night-geared event, but you speak so negatively on twitter about clients you service, the event planner decides to go with someone else. You could very well be getting in your own way. Countless times I have heard someone state they would love to work with “so and so” but will pass because they are unruly online. Make your social media work for you, not against you. Remember, everyone is watching. And, anyone watching could be, or have been, a customer. P.S.: I am a huge advocate of keeping a separate page/profile/blog for your business. If you need someone to run your business page(s) for you, please call us. We will safeguard your brand online.
4. Do right by people/Do the right thing.
After 5 years of relationship, a company I currently work with recently switched payroll systems. We moved a million-dollar payroll account from the global leader in payroll solutions, to a smaller company offering some of the same solutions, with less experience. We did not move because we could no longer afford the leader of pack. We did not move because the product was not up to par, in fact, they are still the best in the industry. We moved because they provided BAD customer service. Terribly bad. Excessive wait times for phone calls. Lack of courtesy call when an important change would affect our payroll. Even worse, undesirable service when we finally got someone on the call. And, finally, lengthy games of “phone tag”. So, we are now working with a company with impeccable customer service, but at the cost of a less experienced system. But, it was worth our million-dollar account to make the move. That is how important customer service is to your business. Dedicate yourself to top notch customer service. Treat it like it’s the lifeline of your business. Because, let’s be honest, it is. It’s what people always remember, it’s a direct reflection of your entire business and it’s your greatest marketing tool. Do right by the people you want to support your business.
5. Use your resources (but, don't abuse them).
Resources are necessary for effective business operation. If you purchase a new scanner for your office, do yourself the favor of learning and becoming familiar with it. It helps to gain more value of your investment, and helps not to completely tear it apart using it wrong. Make the most of your capital with your investments and purchases, and by all means try to avoid wasting money. Seek financial advisement, if you need it (and I can refer you to a great Financial Advisor!). Resources also include more than tools and money. People are resources. Actually, people are amongst the most abused of resources. The term “human resource” originated in 1893, but gained ground in the 1920s, as workers began to be seen as “human capital”. The term has since grown into it’s own industry. Fact is, your partners, your employees, your mentors, your human resources are valuable to your growth and your business. You want to always treat them with respect and recognition. Don’t take advantage of their affinity towards you, or their expertise. If your friend is a master at organization, don’t just call her excessively to ask how you should do something. Compensate her for her expertise, as you would want to be for yours. Again, treat others as you would like to be treated.
Bonus: Keep your promises.
Do what you say you will do. Let your word be your bond. Bond as in “vow”. “Vow” as in “solemn promise”. If you promised a customer they can pick their car up Friday, you owe it to that customer to do everything you can to keep that promise. Your customer is banking on that. And changing their entire life and schedule to accommodate your Friday promise. And becoming increasingly excited every day that passes. Imagine being that customer. It’s one of the most important rules of life. Keep your promises. Do what you say. Say what you mean.
Who knew our parents and teachers were actually on to something with these? I guess they were setting us up for greatness all along! Together we can enhance the strength of our community as business owners and operators. We can change the face of customer service. We can change the connotation of "working with a small business". Small businesses offer great quality products and and satisfactory service everyday! Let's use what we know to be our best! -KC
Inspired by what you read here? Comment! And, if you would like to add expertise to your team, ask me about our retainer offer! As always, For Grace is here for your business and consulting needs. Contact us today for a quote! Let’s enhance your business practices – together.