Archive for the ‘Learning’ Category

Are You Feeling the Squeeze?

Are You Feeling the Squeeze?

A question people commonly ask in our business is “What hours do I need to be available for clients?”

They ask this question because they’re still thinking in assistant-mindset.

Here’s the thing:

You’re in business to provide a service. You have (or will have) several clients to take care of.

You simply cannot be instantly available to each and every client at the drop of a hat.

In fact, trying to do so will negatively affect your quality of work and client satisfaction.

You therefore need to understand that in business, when and how you and your clients work together is necessarily going to be very different from when you were an employee filling a position working for one employer.

This is the reason that “full-time” and “part-time” and what time zones you and your clients are in are completely irrelevant.

Instead of hours, what you need is a plan — a system — for managing your workload and requests.

This frees you from being chained to your desk 9-5 and having to be an “instant assistant.”

A system gives you the structure you need to handle everything in a timely manner without being rushed and squeezed and stressed.

It also gives clients a framework they can depend on without forcing you to be at their constant beck-and-call — which, by the way, is a business-killer because as your business grows into a viable income you can live on, that is not a promise you can sustain.

You NEED space to do great work for clients.

In the early years of my practice, I went through all these same growing pains.

I ended up with clients who thought I was their assistant (because, stupidly, that’s what I called myself back then).

Eventually, I had over 10 monthly retainer-paying clients — and I thought I was going to lose my mind.

That’s because those clients expected me to be at their immediate beck-and-call, just like an assistant.

I tried, heroically, to live up to those expectations, right up until the day that I realized how utterly miserable I was and what a mess my business had become.

Instead of doing good work, work that made a difference in my clients’ businesses, I was spending all my time in communications and jumping from fire to fire.

I didn’t have a business I loved, I didn’t have a business that supported my life. I had a business and clients who ran me.

That was not what I had envisioned for myself whatsoever.

That’s when it dawned on me that where I had failed was in not being in charge of my own business; by letting clients decide how things would work in my business (instead of the other way around).

I had let them make the rules by abdicating that authority in my own business.

I had not set any policies, practices or protocols in my business with any intention or forethought whatsoever.

I was under the misinformed delusion that that was what customer service was all about: jumping to attention the instant the client commanded.

I thought all I needed to do was give great service, which at that time to me meant: rush to respond quickly to everyone and get work done as fast as possible.

Oh, what a silly, naive girl I was!

Thank goodness I realized what utter nonsense that thinking was and came to my senses relatively quickly after “only” a few years of suffering.

Good service is so much more than that and involves a much bigger picture.

Many, MANY hard lessons were learned during that unhappy period.

Thankfully, my business survived (most are not so lucky), but not without shaking things up and completely overhauling how things work in it.

I had to get conscious and intentional about what I wanted from my business, how I wanted to work, who I wanted to work with, and what my values were around my work and serving clients (also known as standards).

This helped me then begin to set simple, but clear policies, procedures and protocols for operating my business and working with clients that supported those standards.

It was only then that I was able to begin creating the happier, more joyful, fulfilling business I had always wanted all along and that I enjoy today.

Now, I no longer have to work with so many clients (10 retainer clients was WAY too many, and I was WAY undercharging at that time as well).

I don’t have clients sweating me any longer because now I have a system for how work requests are managed and carried out that gives me the stress-free space I need to do the work well without being crowded.

The best thing is that I have far happier, more satisfied clients now than I ever did when I was trying to be that “instant assistant.”

And because they know exactly how things work upfront (all part of my system), working together is so much easier and more peaceful.

I also have the added benefit that I have a lot more ability to move things around to suit my life.

If something comes up and I decide I need an afternoon off or to take a day off in the middle of the week for something special, my system allows me to do that without my clients experiencing any hiccups.

I share this system I’ve developed in my own practice and have used happily and successfully for over 15 years now with all my clients in my guide: Power Productivity & Practice Management for Administrative Consultants.

If you are early on in your administrative support business, this is the perfect time to put a system like mine in place because it’s easier to on-board new clients in the ways you want than it is to retrain them after they’ve been spoiled by unsustainable practices.

However, even if you’re already established, but are feeling the squeeze and realize that something needs to change in your business, my guide shows you how to transition existing clients into new policies and procedures.

It’s never too late to improve your life and business. 😉

Pinch Yourself Today, Right Now

Pinch Yourself Today, Right Now

I was chatting online with a long-time colleague yesterday, someone whom I greatly like and admire.

I asked how business was going for her since we hadn’t had a chance to catch up in awhile.

This colleague has always invested in herself and her business. She’s purchased my entire system of business success products and if I remember correctly, taken all my training classes as well, and she is doing all kinds of fantastic!

I didn’t want to say how proud I was of her (though I am) because that sounds so condescending. So I said I hoped she realized how stinkin’ proud of all that she’s accomplished she should be because SHE did this!

And I hope YOU are taking time regularly for “pinch myself” moments to honor and celebrate all that you’ve accomplished in your business journey as well.

I call them “pinch myself” moments because even having been in this business for nearly 20 years, I frequently marvel at just how fortunate I am to be living this lifestyle that my business affords me. And I “pinch” myself in gratitude that YES, this is REAL, this is my real life and I DID IT!

All anyone (myself included) can do is give you our best help, knowledge and guidance, but it’s YOU who makes it all happen in your own life and business.

So take a moment, right now, to celebrate all your accomplishments, every step you’ve conquered, every action you’ve taken, every fear you’ve faced, no matter how big or seemingly insignificant. Because they are all equally important in your journey.

Every time you learn a difficult lesson, every time you face down something you were scared of, that intimidated you or you felt daunted by, you make progress toward your goals for self determination and independence. And you grow not only in your business, but personally as well.

It’s Time to End Your Client-Getting Struggle

Last Chance to Save: Register by midnight, August 5, to save $50! http://www.administrativeconsultantsassoc.com/classes/2013/091913

Are you struggling to get clients? Are the clients you do get the penny pinchers who want you to work for practically nothing?

Do you have a hard time asking for (and getting) your fees?

Do you do a lot of project work and live on the hope those customers will turn into actual retained clients (but never do)?

Are you lost or stuck when it comes to writing your marketing message in a way that doesn’t sound like everyone one else in the industry?

Do you want to get more consults with a site that instill trust, credibility and rapport?

If you’re dying to get some of those lucrative, well-paying retainer clients who pay you every month, in advance, I have a special offer for you…

After the millionth conversation on my Facebook page, hearing from folks who were still struggling to get clients and earn well, I got fired up and put together the Build a Website that WORKS workshop to show folks, once and for all, how to do it!

The first thing I want to assure you is that the economy has ABSOLUTELY NOTHING to do the struggles you’re having. That’s not why you aren’t getting clients or getting the clients you wish you were getting.

The clients are out there. The money is out there. It’s just that you aren’t getting the proper information and education on how to go about getting them in a way that they will happily pay what you ask. That’s what I’m going to change for you and it all starts with your website.

We’re going to take some business inventory, activate some mindshifts, get clarity around your business model and vision, overhaul your marketing and message, and then transform your wesite into a client-getting powerhouse. When we’re done, you will have a website that turns site visitors into hot prospects, captures  leads and get you more consultations.

Isn’t it high time you ended all the years of struggle? Imagine what your life would look and feel like!

I’m taking registrations now for this month-long workshop that will begin on September 19. Register by midnight tonight and save $100 on tuition!

Head on over to the registration page to learn more about what I’ll be teaching you and what we’re going to accomplish. This is going to be an eye-opening, life-changing experience!

Why Conduct Consultations?

Why Conduct Consultations?

I am so absolutely stoked and enthused about the new and improved version of my famous client consultation guide!

I added a ton more educational content while streamlining and simplifying the information into more easily digested chunks. Getting the knowledge and skills to confidently conduct consultations (and get those prized retainer clients nearly every single time) has never been easier.

I’m the type who doesn’t rest and will continue to hone and improve things until I am satisfied. And I am so totally pleased as punch with this latest incarnation!

(If you don’t have it yet, you can get it now for only $47, but it goes back up to it’s regular full price of $67 on Friday.)

So what is this guide all about? Why do we conduct consultations in the first place?

Because we’re not selling hotdogs, right? 😉

Providing ongoing support is a bigger relationship that requires more of a commitment from clients. Therefore, it requires a bigger conversation.

The consultation process plays a vital role in creating your ideal business for a number of reasons:

  • To prequalify prospects;
  • To break the ice, establish rapport and get to know each other;
  • To better understand the client’s business and his or her unique needs, goals and challenges;
  • To see how you might help and where your support can be best leveraged in their business;
  • To determine chemistry and fit;
  • To provide context for your fees so clients more clearly see and understand the value of working together;
  • To educate clients and set proper expectations and understandings;
  • To set the tone of the professional relationship; and
  • To demonstrate professionalism and instill trust and credibility.

The other reason to conduct consultations is to get the kind of clients you want—like those all-important retainer clients.

Retainers are the holy grail of most service-based businesses because it’s where the bigger, easier money is:

  • Retainers provide you with more consistent, dependable cashflow every month;
  • In a retainer-based practice, it only takes a handful of clients to earn well;
  • A retainer-based practice is simpler, easier and less hectic to run because you’re working with fewer clients, there’s less administration, and you aren’t having to constantly chase down your next meal like you do in a project-based business;
  • You always want to maintain a marketing presence even when your client roster is full, but marketing a retainer-based practice is far less frantic because you only need a handful of client to earn really well;
  • Because it’s an easier, less frantic business that requires fewer clients to earn well, you have more room to grow and be more at choice in taking on side projects and developing other income streams; and
  • With a retainer-based practice, you will have more time for life beyond your business. That’s one of the biggest reasons most of us went into business for ourselves, right?

There is no reason for you to continue struggling with getting clients or conducting consultations. My guide takes all the guesswork out and tells you exactly what to do and how to do it, including those two biggees:  how to talk about fees and how to deal with the most common client objections. And just having a step-by-by process to follow (complete with diagrams and checklists) will infuse you with greater confidence. You be gung-ho to conduct your next consult!

Check it out here >>

How to Achieve Your Standards, Values and Desires in Your Business

It’s all well and good to be told that to be successful in your business, you should have incredibly high standards, you should refuse to compromise them for anyone, you shouldn’t move too fast, and you should do your best work.

Easier said than done, particularly in the administrative support business!

And what do we mean when we talk about standards? Standards are boundaries, desires and values you have for your life, your business and what you want for your clients.

It can help to look at standards in view of some of the issues we run up against in our businesses that we want to avoid or solve:

  • Clients thinking you’re their beck-and-call substitute employee;
  • Becoming overwhelmed or disorganized with the workload;
  • Being so bogged down and crowded in the work that you aren’t able to do your best work; reacting and scrambling instead of being proactive and having the space to apply critical thinking and creativity (creativity is KILLED by crowding and overwhelm);
  • Working beyond normal business hours into the nights and weekends has become the habit in order to keep up with work and deadlines;
  • Never having time to take proper care of yourself;
  • Having so much work or working so much for one client that you don’t have time or room for anyone or anything else;
  • Living to work; not having enough time for your own life.

Most of us want to do a great job for our clients AND we also want to have plenty of time to enjoy our lives, right? These are two of the most basic standards we all have for being in business.

So how do you avoid these kind of pitfalls I’ve mentioned so you can achieve those standards? How do you ensure you are able to meet those goals and live up to the values you have for yourself, your business and how you want to take care of clients?

With a system!

And what is a system? A system is a method, plan or series of steps involved with the goal of streamlining or reducing work, improving efficiency, instilling consistency and dependability, and creating the circumstances that allow you to do your best work, all the time.

So a system becomes a plan, a roadmap, a tool for being able to achieve certain results, uphold your standards and values, and accomplish your objectives for your life, your business and your clients.

Without a system for being able to uphold your standards and boundaries, for managing the workload and client expectations, for working in a way that allows you to earn well without sacrificing quality of work and service, you will always feel a downward pull and drag that works against you in your business.

This, in turn, directly impacts your earning ability and income potential.

  • You NEED to avoid being crowded in the work so that you can do your best work, all the time, for all your clients.
  • You NEED the right conditions and operating policies and procedures in place so that you can work with your right number of clients and earn well in the process (business success is no success if you are not profitable and earning well in terms of both money AND discretionary time).
  • You NEED to have time for your life or you will become unhappy and resentful of your clients and the work, and won’t be able to serve either well.

This is what my class on August 22 is all about… teaching you my simple, unique, insanely easy-to-implement systems, policies and methods for achieving these kind of results in YOUR business.

This Wednesday, August 15, is the VERY last day to register and I don’t want you to miss out. These systems will change your life.

Check it out here >>

Do You Never Have Time for Your Life? Want to Stop Being a Substitute Employee?

If you are so deeply involved and entrenched in managing your client’s day-to-day business, you will never have time for your own life, much less your own business and working with other clients.

Even if you’ve been conned into believing that’s the only way to charge higher fees, who gives a crap if you will never have the kind of freedom and flexibility to enjoy it!

The thinking that you aren’t valuable enough being an administrative expert and strategic partner to clients (and not a substitute employee they don’t pay taxes on) arises from a deep-seated lack of professional self-esteem. The sharks in our industry who want you to buy into their certification programs and clients who want to take advantage exploit these self-sabotaging beliefs for their own gain.

But you don’t need to take on a bigger role to be valuable (especially roles that aren’t your place to be taking on anyway as an independent professional).

What you need is to improve your professional self-esteem, learn to better understand and articulate your value, and for God’s sake, stop working with clients who are just trying to turn you into an employee they don’t pay taxes on. (The coaching, Internet marketing and real estate industries are notorious for this.)

You’re probably thinking “that sounds wonderful, but how on earth can I stop working with clients at their daily beck and call and still HAVE clients and make money?”

Oh, my dear, you’ve been fed such a load of BS by this industry. What I could show you will spin your world right around!

It all starts with how you manage your business and workload. Let me show you how you can work with clients as a strategic partner ( NOT a substitute employee), take fantastic care of them AND have more time for your life while doing it.

My class on August 22 will show you exactly how to manage your clients and workload so the right understandings and expectations are set right from the get-go, and you have more space around the work and more time for your life on a daily basis. Check it out here.

POLL: Would you like more free time in your business and life?

I have a new class coming up in August on the topic of biz management and productivity. I’ve set up my business in a way that not only allows me to provide fantastic client support, but I always have time for my life. With rare exception, I’m never working like a slave everyday, I’m not scrambling to get things done or keep up with my workload, and I have a tremendous amount of time for my life, vastly more than I see most other people in our industry having. I make more money than 90% of those in our industry AND I’m not working with clients like a substitute employee to earn it.

So, this class is a way to share with others how I have things set up so that they, too, can have this kind of biz and lifestyle… so they are working to live rather than living to work.

As a follower of my blog, you know that I give a ton of information and mentoring away for free. So I’d like to ask you for a favor in return. Whether or not you plan to attend this class, I’d like to know if this class piques your interest or not and whether it’s a topic you are interested in.

This is a completely anonymous survey so I don’t know who answers what. However, if you wouldn’t mind sharing with me where the trouble spots are when it comes to productivity and managing your biz and client expectations and the like, it would be very helpful to me as well and I would very much appreciate your assistance (I won’t post your comments so you can share freely). 🙂


Power Productivity and Biz Management for the Administrative Consultant

Okay, gang, class is ON!

I’m holding the Power Productivity and Biz Management for the Administrative Consultant intensive clinic on August 22, 2012. This will be a one day, two hour session where I’ll share with you all my tricks and tips for effectively managing a full retained client practice for FANTABULOUS client care and greater freedom, flexibility and time for your own LIFE.

Registration is $147, but register now and you’ll pay only $97.

Check out the registration page for the full details!

What Folks Have to Say About My Value-Based Pricing and Packaging Training

Besides not charging properly, another reason people aren’t earning well in our business is that they are selling hours instead of pricing for solutions. This is called value-based pricing and it’s a methodology I introduced to our industry back in 2004 and have been teaching since then.

I recently conducted this class in June and I wanted to share with you the exciting testimonials I received from some of the attendees:

“Your classes are always fun and informative. I have been on calls before for webinars, and it seemed as if I was the only person on the call. But not with you. You give such awesome information and examples that it is hard not to get excited about how you are going to apply all that you have learned. You make it easy for everyone to ask questions and not feel as if “oh, that was a stupid question.” That is why it is hard to get off your calls. I learn a lot from the other people on the call as well as the information and templates you provide. I now have a clear picture of why I should have packages instead of charging by the hour.” —Tracy Carson, Te L – Us Business Solutions, LLC



Thank you so much, Tracy! I was especially thrilled by Tracy’s feedback because I know she is a very discerning customer and has been disappointed in the past by other teleclasses she’s attended from others, which makes her feedback even more meaningful. I’m so glad I was able to help, Tracy! There is nothing better than that!

“This program is amazing, and I am so glad I was able to participate.  I dreaded spending the time for billing each week because it took up way to much time that I could be spending with my family.  Since participating in the webinar and implementing the pricing plan with two new clients, it has taken all the stress out of billing.  That alone has made this program worth it.  I have advised all my clients that as of the new quarter (August) all billing will be switched over to this program, and even a few are excited about it.  Not having to worry about weekly billing and increments of 15 min they, too, feel it will be less stressful when trying to read their invoices.  I have one client who decided to not wait and we are working on his support plan to get him started right away.  Thank you for sharing you knowledge and simplifying the trials and errors that you have endured to create the impossibly easy billing!  I can’t wait for your next webinar because I will make sure I have signed up for it to attend.” —Teri Williams, Sidekick Assistants



Oh, what wonderful news to wake up to!! This is just so thrilling and I am ecstatic for Teri and her business! What I love even more is that she was fearless, took action right away and just DECIDED to implement things (and didn’t sit around waiting for clients’ permission).

She knew it would help her and she knew it would definitely benefit her clients and help them see that they could both be more focused on the client’s goals and dreams and achieving objectives instead of counting hours. I so LOVE THIS!

Now here’s the bad news… The class I held in June was the last live class I planned on doing on this topic. I have many more new and exciting projects I want to focus on, as well as a big adventure I’m planning to start late 2013 or early 2014.

The good news is that you, too, can get the entire training RIGHT NOW with my comprehensive Value-Based Pricing & Packaging Toolkit.

Click on the link and you will be taken to the product information that will let you know all that is included in the guide, some sample images and a video explaining why pricing by the hour and selling hours is killing your business.

I am proud as punch of this program, and as evidenced by all the testimonials of customers and attendees, it has really and truly transformed the income and businesses of those who have purchased the toolkit!

It’s Not About the Hours

Here’s a question posted on a public forum that came to my attention via Google Alerts:

I have a client who just opened a new business. He wants to utilize our support options, but isn’t sure how many hours per month he would need us. He is asking about buying a bank of hours that could be rolled over to the next month if unused. Also, we bill in 15 minute increments and he is concerned that a lot of time would be eaten up with us replying to emails. Has anyone dealt with a situation similar to this?

This is just one of the many issues you encounter when you price your services based on selling hours. You don’t know how long things will take going in and clients worry about their hours being frittered away and what their bill will be afterwards.

Do you see how the focus is all on the time?

Achieving results for clients should be the focus of your work, not watching the clock, having your hands tied behind your back and having to stop in the middle of things because time has run out.

Guess what? When you learn how to utilize value-based billing in your business, hours don’t matter!

No one needs to know upfront how many hours will be needed or used… because the focus is on accomplishing the work and achieving the goals and objectives it is in support of, not the hours.

With value-based pricing, it doesn’t matter how many emails are sent back and forth with clients or how much time is spent reading them… because they aren’t paying for time and you aren’t selling hours.

EVERYTHING from your conversations with clients, to your work, to your administration is soooo much simpler and more streamlined when you utilize the value-based pricing methodology.

And clients are more attracted to this way of billing and working together. When you utilize value-based pricing, it’s much easier for them to say “yes” to working with you!

This is what I’m teaching this month in my Value-Based Pricing & Packaging class on June 27 & 28: How to Price & Package Your Retained Support Based on Value and Expertise—NOT Selling Hours!

I’m going to show you with step-by-step instruction how to price and create value-based packages custom-built for each client’s unique needs that make working together a breeze (not to mention help you earn better)!

The Early Bird discount is over, but you can still get in on some savings. Register by June 9 and pay the special rate of $147 (a savings of $50).

Click here to register and get more details >>

I’d love to see you there!