Client Communication

Sunday night I sent out an email to a client verifying a Monday morning appointment. The email address was one the client infrequently checks. Hindsight is 20/20, but I should have kept the client’s work email address.

I did not clearly communicate with my client until a text exchange on Monday night and a phone call on Tuesday morning.

It’s important that I get the go ahead to clean from this client because they live in a condo community downtown, and I must pass the “gatekeeper” to access the condo. The protocol is totally understandable given our post 9/11 world, and it’s a pleasant experience in doing so.

However, I did not venture downtown because I was not able to communicate the go ahead with my wonderful customer.

When we finally connected I learned I’m on the regular guest list, and we agreed on a steady cleaning rotation that works for both of us.

I sighed a thankful prayer of gratitude as my fear of losing a customer was deleted.

Things like this happen on a business level and personal level when communication breaks down. I take full blame for the problem, but in this particular instance I’m glad it happened because it made me more of a sound and astute business man. It underscored, in my mind, how important communication is in any relationship. It taught me the importance of having customer contact info up to date, and when all else fails I must not let pride or self-pity prohibit me from picking up the phone for a question.

I hope my little experience helps you, and I’d love to hear about your miss communications in business.

Have a great day or evening as the case may be.

More Goose Egg Stuff

This should be included on Rich Like Espresso , but I think I can definately spin it to be an article for this here, my own Wall Street Journal (said in southern drawl). The smart ones aren’t all up north, but north and south conservs do read the WSJ. I assume. It’s my opinion, hence my own sole proprietor blog.

My patience with a national retail chain grew intolerably thin. I chose a different chain this morning, and I was delighted with the choice. It helps that this chain is coming to our Nashville suburb in the fall, but until then I will drive the extra miles to the location I visited this morning.

I realize this is the nature of the marketplace beast, but I think it holds every business foot to the fire. Marketplace accountability is important, and if someone is not happy with a particular, say, maid or internet/cable provider they have the freedom in our country to discontinue their service and hire another provider.

Our capitalistic economy was built upon this fair trade system, and it motivates business owners like me to offer great customer service. Hopefully when this happens across the marketplace owners and employees alike will see how positive an impact it has on everyone.

It’s the Golden Rule, and even if you don’t subscribe to my Judeo-Christian values it will nonetheless make you and yours lives better.

I guarantee it. I’m an imperfect Christian, but when I strive to incorporate this attitude as a service provider to Nashville I know it makes people smile.

And when people smile I know my work is good.

Go get some smiles! Happy Valentines Day by the way!

Taking Care of the Goose

Tomorrow morning I’m scheduled to be at LP Field for what I’ll call a trade show. IBP (Innovative Business Products, LLC) invited me on Facebook, and I replied in the affirmative.

IBP has done work for me over the years, and I’m looking to send my clients birthday and Christmas cards as a way to create brand loyalty. My customer service and cleaning performance creates the ultimate brand loyalty, but a birthday and Christmas card across a customer’s desk speaks volumes regarding how thankful I am for their business.

In a day and age of email and impersonal texts a tangible card twice a year in the hands of my clients is money well spent I think, and it tacitly let’s them know I know they have a choice.

The sole proprietors in a city the size of Nashville are plentiful. That doesn’t include other services or the homeowners themselves. Competition is tough, and I take it very seriously.

I got this idea from IBP’s President Joe Walkup. Joe sends me a personally written birthday card every October 3.

Joe knows I have many other options other than IBP, and he goes out of his companies’ way to let me and many others know he is thankful for our business.

I guess you could say, to borrow from a movie, I’m paying it forward.

Thank you for reading my business drivel. Till tomorrow, have a great evening.

Thank You BBB

Joining the Better Business Bureau was a good decision. I have several clients because of the BBB.

Good BBB standing is important, but I think even more than that is offering superb customer service. Don’t get in a hurry, pay attention to detail, and go the extra mile when time allows. Don’t constantly check your smart phone for messages, and if you have the type of business that allows for iPod or MP3 player use don’t let what you’re listening to detract from job performance.

Pay close attention to client requests, and if you are in doubt about something ask the client. Don’t assume. I’ve lost customers to the competition this way.

When I conclude a service visit, and the client is away from home I always leave a business card with a handwritten thank you message. It’s a personal, professional touch that shows the customer you appreciate their business. It also keeps your information in front of them each time they do business with you even if it’s just for seconds. Self-employment requires frequent reminders that you are still out there. A business card on the counter is huge. Service professionals, especially sole proprietors, have high turnover, so it’s important to advertise even when you are having to turn business away. Never spread yourself to thin even if you have a thousand employees because that’s watering down the soup, and if you do that you won’t stay in business long.

I’d love to hear your good Better Business Bureau stories, and here’s to holding business accountable for a job well done.

Closing The Sale

I sent out 3 letters to long-term prospects outlining a specific rotation and quote for house cleaning.

My close rate was better than my short tenure at Dell. It was 33%. I was elated.

I think many times I fail to celebrate my victories. I didn’t do that here, and I am a better man for it.

I’m sitting here at the Green Hills Starbucks at the time of publishing this post, and I had intended to publish it last night. When you are a family man, and you choose to be self-employed, work many times waits for later. Such was the case last night. My office is also at home, and the responsibilities as a husband/daddy pull me away from the spreadsheets and writing.

I say all that to say I am happy this post idea was not forgotten.

I’m not only self-employed, but I am a sole proprietor, so everything rests on my shoulders. I should probably take better notes as an administrative assistant to myself!

In any case, congrats me on a good sales campaign, and celebrate with me the new year success of Tomlinson House Cleaning, LLC! Here’s to 2012!

My Business Shame and Failure

The Wall Street Journal doesn’t gloss over the realities of life and business.

That’s one reason I want a subscription.

I don’t agree with Occupy Wall Street, but I take my hat off to those men and women who are letting their voices be heard across the nation.

I especially appreciate the candidness at this time in our nation’s political journey because of all the empty promises the candidates are making. It’s actually nice to know what someone really thinks.

That’s what this blog is about. I stick strictly to business as it pertains to me, myself and I, but like my other blog my straight-forward approach pulls no punches.

When I left the office this morning, aka my house, I was not going to work, rather I was taking my wife to work. Our seven-year-old female offspring was singing Christmas carols in the back seat because all of the Nashville radio stations we find Christmas music on were playing commercials.

We went down Michael Drive, home of Tomlinson House Cleaning, LLC, and I turned right on Woodberry. I made a left on McGavock and shortly made a right on Elm Hill Pike. When I conclude my journey on Elm Hill I usually sit at the light, looking at the Purity logo about half-a-mile in front of me, and I pray for peace to come to the Ezell family. I then turn left on Fesslers Lane, and I make a sharp right on Polk before I turn right on Nolensville Road. It’s not long before I make a left on Craighead right beside the fairgrounds.

For several years as I’d look at the Coca-Cola bottling company on Craighead my mind would fill with shame and failure because of the times I’d come that way at 3am when I worked for Nashville’s Coke bottling company. My employment there did not end well.

Writing that is difficult because it drudges up many bad memories, but I know that as I turned right on Bransford this morning that the journey doesn’t stay in the past. I passed the bottling company this morning, and the shame and failure were taken away as well because of the fact I serve a risen Savior who took it away 2000 years ago.

It’s not just business. It can be very personal if you call on Jesus as your Lord.

My morning reflections continued as I took my better-half to work. Bransford intersects with Wedgewood, and 23rd Avenue North becomes our destination as my lovely bride exits the car to rehabilitate her patients.

My sin and shame is a reality, but it doesn’t define me, and like many other business men I am empowered to change.

King David and King Solomon were two wise leaders who failed, but they also changed. King David more so than many, yet he was still called a man after God’s own heart.

I’m not going to tell you to have a nice day, but I will tell you that the hope, prosperity and niceness you experience today is not because of anything you see, rather it will be because, whether you realize it or not, that God is here, and like you heard so many times in December He really is our Emmanuel.

Business Patience

I sent a postcard mailer out shortly before the Nashville Flood. That’s been a year-and-a-half ago. I just received another response from that mailer.

It’s a delight to serve this new client, and I get to pass by the beautiful Belle Meade mansion when I come and go to the two homes I clean for her.

In business and especially the sales side of business you have to have the patience of Job. Repetition is also important, but patience in this context is more fitting.

That mailer went out over a year ago, yet my dear client held onto it, and now we have struck up a great business relationship.

Remember this the next time you grow worried or fear that your hard work and money are going down the drain.

You never know where your seeds might pop up in the proverbial business garden.