Truth or Platitudes?

Truth or Platitudes?

I read an article recently where the author observed that most people don’t really want to know what it takes to be successful:

“Most people want to hear platitudes about success. You have to work your ass off to create a successful business. But when you start talking about the work required, their eyes glaze over. They don’t want to hear the truth about what it takes to be successful.”

The difference, the author notes, is that winners DO want the truth (not platitudes) about what it really takes to get a business off the ground — the good, the bad and the ugly.

As a business trainer and industry mentor for the past 13 years (in business for 20+), I have to say, I tend to agree.

It’s what separates the ones who are going to succeed and those who are likely to close up shop within a few short years.

Don’t get me wrong. There’s nothing wrong with being positive and optimistic.

You’re going to need it to keep believing in yourself, persevere during the difficult start-up times in business, and endure the naysayers in your life who want you to “go get a real job.”

The problem occurs when people become addicted to woo-woo and magical thinking and seeking out platitudes is all they focus on. (This is exactly how they get sucked into the web of lies and illusion from internet marketers.)

You have to strike a balance between encouragement and optimism and getting honest, pragmatic business learning and advice and taking action (doing the work).

Because believe it or not, all those platitudes and “inspiration” can turn your brain to mush, no matter how “uplifting”  they are, if that’s all your diet consists of.

If inspiration is the thing you’re seeking, let me tell ya, there’s nothing more inspiring that deciding on a target market, doing the work to get to know them (e.g., asking them questions, getting involved in their professional communities, researching their industry), learning what their common needs, goals and challenges are, and developing your administrative solutions and marketing message around those things.

That’s the kind of direction and focus that makes the kind of headway that gets your motor running and fuels excitement (and more action) in your emerging business!

I see so many people in our industry who spend more time trying to network with their colleagues than ever they do with their target market. And then they wonder and get depressed about why they aren’t getting clients and moving forward in their business.

The other pitfall is they get involved in “networking” groups where a) their target market isn’t to be found, and b) is just a room of other people trying to get clients.

You aren’t going to find clients in those places. Decide on a target market and go where THOSE people are and learn them. THAT’S where/how you’re going to get clients.

(For those who are new, a target market is simply an industry/field/profession that you cater your administrative support to. If you need help deciding on your target market, download our free guide How to Choose Your Target Market.)

What are your thoughts?

  • If you examine your own actions, are you chasing after feel-good platitudes and otherwise focusing on what you want to hear instead of honest business advice and what you need to know? How do you discern the difference?
  • How prepared are you to put in the time and do the actual work required?
  • How much time are you wasting dinking around with colleagues, signing up to each other’s social media accounts (I call this “playing business”) compared to actual work learning how to be better at business, involving yourself in your target market’s communities and getting clients?

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When Kids Crash Your Video Call

I can’t stop cracking up at this. Utter comic perfection:

The three-year-old parade-stepping into the room. The escaped baby. The mom flying in like she’s sliding into third base (and then backing out of the room on her knees with the kids as if that makes it all less conspicuous). And him looking like, “Please don’t notice. Please don’t notice. Just kill me now.”

I mean, you couldn’t script it better than this, lololol.

Poor guy. Obviously, we try to prevent these kinds of interruptions when we’re on a professional call, but when they happen, all you can do is take life in stride and laugh.

Have you ever had a similar mishap when talking with a client? How did you handle it and what are your best tips for working when kids, family and pets are determined to get your attention?

How to Come Back from Burnout

How to Come Back from Burnout

A recent article I came across on Lifehacker (What Causes Burnout and How to Avoid It) inspired some thoughts about burnout.

Burnout happens to everyone in our business, to varying degrees, at one time or another.

Some of it is the natural ebb and flow of things, and it’s good to be cognizant of that.

It’s also not necessarily a permanent state. There are some underlying causes for burnout that you have some measure of control over.

For example, burnout can happen if we don’t feel appreciated in our work, if we aren’t getting enough positive (or any) feedback from clients, if we’re being treated like a peon rather than a respected administrative partner:

Burnout can also happen when we over-complicate our business. What are some of the things you can examine there?

  • Can your systems and processes be simplified?
  • Are you making exceptions to your normal processes for certain clients? (Maybe it’s time to stop doing that.)
  • Are you billing by the hour and tracking time for clients and submitting time reports to them? Maybe it’s time to stop doing that as well.  (That was a rhetorical question. Yes, it’s HIGH time everyone stops doing that!).
  • Are you charging different rates for different clients? How about deciding what and how you charge and applying it to ALL of your clients?

Every exception you make, every standard you step over, every policy you bend, is making your business (and life) more difficult. More ease goes a long way in curing burnout.

Maybe you aren’t charging enough and constantly being broke is bringing you down. Well, things are never going to change until you do something different.

What could you differently there? RAISE YOUR FEES, SISTAH!

The alternative is to stay broke and unhappy in your business, which I’m going to guess is not what you went to the trouble of starting it for, now is it?

  • If you’ve never done any kind of proper business planning around fees, be sure to download our free ACA Income & Pricing Calculator. This is going to help you get clear and conscious about the economics of business and what you really need to be charging for a profitable, sustainable business that will earn what you need to thrive.
  • Get off the hourly-billing merry-go-round — because it’s killing your business. Watch this video to learn why.
  • Learn how to implement value-based pricing instead in your administrative support business. This will teach you a whole other simpler, yet more profitable, way to run your business and offer your support.

Have you experienced a bit of burnout at any time in your business? What did you feel was the root cause of the burnout? Were you able to overcome it and get inspired again? What helped you?

Greatest Adventure Ever

Greatest Adventure Ever

Obviously, I want everyone to be successful in their business: to get clients, make those clients happy, and make enough money to live well.

That said, one thing I’ve always pointed out to people is that learning about business and how to run one makes you an even better, more attractive candidate should you ever want or need to return to the workforce.

That’s because you learn how to think and see things more entrepreneurially.

You gain an inside understanding of how things work in business that other employees don’t necessarily have.

You can appreciate why and how things are done certain ways in business, and can make even more valuable contributions from that perspective.

Your venture into business is NEVER a waste, no matter which way the road leads you.

Keep On Keeping On (Video)

 

Several weeks ago I got to participate in a collaborative music video produced by a super talented couple I befriended when they used to play at a favorite restaurant in my area.

They’re in Texas now, kicking ass and making their musical career dreams come true! I love watching their journey, and this video is just all kinds of amazing.

It’s a shining, gorgeous example of what America’s REAL values are and how each of us, in our own unique and humble way, plays a part in standing for truth, love and kindness for all!

I absolutely ADORE what they’ve created! What will YOU keep on doing?

(Please share far and wide!)

What We Mean by “Partnering” with Clients

What We Mean By Partnering with Clients

Partnering is a word we use often in our industry.

Sometimes people (both in and outside our industry) don’t know what we mean when we use that word in relation to administrative support. They don’t understand why a partnering relationship is useful to them.

We’re actually talking about a few things when we use the term partnering:

  1. We’re referring descriptively to the personal, one-on-one, ongoing relationship between two people (as opposed to an occasional, impersonal one where the work is a one-time or sporadic series of transactions with no deeper relationship than that).
  2. We’re referring to fit and chemistry.
  3. And most importantly and beneficial to clients, we’re talking about the sympatico, intuitive, shared body of knowledge and understanding that occurs when a client works with an administrative support partner in an ongoing relationship.

This is the only way to get to know and understand a client and his/her business at any deeper level.

The benefit and value of this, of course, is that clients get someone who “learns” them: who they are and how they think, how they like things done, what their frustrations and annoyances are, what their challenges and obstacles are, what their idiosyncratic workstyle is, and what their bigger picture goals and aspirations are.

It’s only in that kind of personal, ongoing relationship that an administrative partner can learn to anticipate her client’s needs in a variety of ways. As they get to know each other more and more, an administrative partner can work and think more independently on behalf of her client and complete work with that “big picture” context and understanding of the client’s business in mind.

The client then doesn’t have to repeat him/herself over and over to every different person and can feel more confident and at ease in letting go and allowing things to get done on his/her behalf.

This makes the client’s life infinitely easier, and he/she has more time to focus on other things.

By investing in the relationship for the long-term, clients eventually get someone who is always working in a way that supports their needs, their interests, their ways and their objectives in mind, just as the client would themselves.

The longer they work together, the more that knowledge and understanding grows, and the easier it is to work and do more together.

But that only happens within an ongoing, one-on-one relationship.

A cog in a wheel is just that — a cog.

A cog’s ability to think critically and act independently (which is of huge benefit to clients) is extremely hindered. The left hand doesn’t know what the right is doing (or only knows a very limited or isolated part).

Working in that context requires a lot more effort from the client, which can add to their exhaustion and overwhelm and burden.

It certainly doesn’t free up more of their time because they have to oversee and micro-manage all the myriad moving parts.

If they had an administrative partner, on the other hand, someone who takes on certain roles and functions accordingly, that is tremendously freeing for clients.

It’s important to keep in mind that clients don’t know everything and are often too close to their own businesses to see the forest for the trees (as we all are).

As someone who is able to get to know a client’s business nearly as well as they do themselves, by virtue of that deeper, ongoing relationship, an administrative partner can be immensely helpful and valuable to the client by being able to see and bring to attention those things which the client might not know or see from their perspective.

That said, we shouldn’t expect that clients already know and understand this value. They might think, I just need someone who will do what I tell them to do.

But that is a cog, a trained monkey — not an administrative partner.

That’s why it’s always our job as Administrative Consultants to help our potential clients understand how administrative partnering and working in a long-term, continuous — not transactional — relationship can be tremendously valuable to them.

Like any of us, so often it’s the case that they simply don’t know what they don’t know. So the more you develop and lead the client through your own processes, the more you define the roles and functions you can take on for them, the easier you make it for them to see and understand that value.

Flunkies and gophers are a dime a dozen. Their value and usefulness is also extremely limited. Clients don’t expect to pay them much more than that either. 😉

But that’s not what you are as an Administrative Consultant.

As Seth Godin so elegantly puts it: You are not a task rabbit. You’re a professional doing unique work that matters.

RELATED ARTICLE: I’m Not Your Partner?

RESOURCE: If you want a bit of extra help articulating to clients the value and benefits of working together, you can also direct them to the ACA Client Guide.

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What has been your experience with this? Do you ever have trouble articulating your value to clients? Do they ever have trouble “getting” it?

Your Consultation Will Make You or Break You

Your Consultation Will Make You or Break You

Without a proper consultation process in place, you’re going to lose more clients than you get.

A proper consultation process is one of the ways you demonstrate your competence and professionalism to clients.

When everyone else is lamely giving 15-30 minute consults, a thorough consultation system turns you into a standout and gives you competitive advantage over everyone else.

Plus, if you want more monthly retained clients (where you get paid a higher fee for your ongoing monthly support), you simply must have a much longer, deeper conversation; 15-30 minutes just doesn’t cut it.

A good consultation system helps you set the proper tone for the business relationship moving forward so that clients take you and your business seriously and understand that they’re dealing with a business, not an employee.

It’s also going to instill greater trust and confidence in them by virtue of seeing that you conduct things in a proper business manner. It shows them that you know exactly how to expertly glean from them the info you need to determine how to best help them and where to start. This reassures them that they are dealing with a competent business professional who is going to handle the relationship and work you do for them just as professionally.

A thorough consultation helps you better identify how you can help each potential client and helps you get more of your ideal clients.

So, if you don’t have a consultation system in place, if you’re not sure of yourself when it comes to conducting consultations, if you’ve been lacking confidence and want to walk potential clients more assertively through that initial conversation, be sure to check out my client consultation guide:

Breaking the Ice: Your Complete Step-by-Step System for Confidently Leading the Consultation Conversation and Turning Prospects into Well-Paying Monthly Clients Who Can’t Wait to Work with You.

This is my own proprietary system I’ve developed and honed over 20 years in this business.

In this guide, I’ve packaged my entire step-by-step process for you in an encouraging, easy to follow plan that tells you exactly how to structure the entire process — before, during and after.

My success rate with this system has been out of every 10 clients who go through my consultation process, I have my pick of 8-9 of them wanting to work with me.

And colleagues who have followed my process often tell me how impressed their prospective clients were and how it made all the difference in those clients choosing to work with them.

Knowing how to do something is half the battle. This guide will help increase your confidence ten-fold and take all those nervous jitters that come with not really knowing how to proceed with this all-important conversation.

Accepting Electronic Payments with Viewpost

Last year, Intuit discontinued its Intuit Payment Network (IPN), which was a convenient way to collect payments from clients inexpensively (only 50 cents per transaction).

Plus, even though it was a great option for receiving payment electronically from clients, there were some minimum financial benchmarks to meet in order to qualify for the service so it didn’t work for everyone.

Paypal is a handy, extremely easy-to-use backup and while any fees you pay are a business write-off (so I don’t sweat them), it still would be nice to have another IPN alternative.

So I was definitely interested when I received an email from my bank about a third party service called Viewpost.

I haven’t used it yet, but I have signed up, which was very easy to do. Here’s what I can tell you so far:

  1. It works with any bank in the U.S.
  2. There are no minimum financial qualifications or balances to meet to sign up and use the service.
  3. You can invoice anyone for free using the ViewPost invoice service. (Aside: I prefer my own custom, fully branded business invoices inside Quickbooks so I won’t be using this feature. I consider invoicing both an accounting and marketing function, and I’m VERY particular about how all of that is done and looks. While you can upload your own logo in Viewpost, their invoicing isn’t very sophisticated or customizable beyond that so it’s a no-go for me. However, I was informed that the service is compatible with Quickbooks if you like to automate the bookkeeping portion of it.)
  4. Clients can pay with bank account or credit card (all my clients prefer credit card because their payments to me earn them a significant amount of travel miles, hotel and cashback rewards). During the sign-up process in Viewpost, you’ll also have the option to sign up with Stripe which is the service that will give you the additional functionality of accepting credit card payments. If you sign up for Viewpost only, payment will only be bank account to bank account.
  5. You are not charged for any payments you receive through the service.
  6. For clients to pay you through the service, they will also need to set up an account. However, this is a one-time process and they can then use that account with other vendors as well as for themselves and their own clients if they so choose.

CAVEAT: While you pay no fees for any payments submitted to you, the client is charged 50 cents per transaction. Of course, 50 cents in the scheme of things is nothing; however, on principle, I don’t feel my clients should be charged any kind of fee to pay me. This is a pretty important standard to me so I don’t like this part whatsoever. I would prefer to be the one paying the 50 cents as I feel any fees charged are my business cost to bear. I consider my practice to be an upscale service and would never dream of charging or passing on chintzy fees like that to clients. I’m sure there’s some work-around I can figure out (e.g., reducing my invoice by 50 cents perhaps), though, knowing my clients, they aren’t going to care about paying an extra 50 cents. (But I care!)

All said and done, it’s still worth trying out as it would be nice to keep more of my own well-earned payments myself.

Check them out here: Viewpost

And their pricing page: Viewpost Pricing Info

Better yet, ask your bank if they already partner with Viewpost and ask for their special link/sign-up page as there might be some special advantage to doing that. I received my invite via my bank and there is a special $25 Amazon gift card sign-up bonus right now.

Have you used Viewpost before? What was your experience with it? Any other Viewpost info or tips you can share with us?

Do you know of a similar service that only charges 50 cents per payment transaction?

Let us know!

UPDATE 2/22/17:

Well, this has turned out to be a bit of a no-go for me. It occurred to me to ask about accepting credit card payments. I have most of my clients on auto-pay (where they sign an agreement and I process their payments to me automatically each month), and most of them prefer paying by credit card because they want the airline/travel/hotel/cashback points and rewards. I was informed that you can only accept credit card payments by using Stripe (which the Viewpost sign-up process has you sign up for as well) and their regular merchant account processing fees  (I think they said it was roughly 2.9%). I was also told that it would take anywhere from 2 – 7 days for those payments to actual process and be available to me. And while the bank-to-bank account payments through Viewpost, even though they would only cost 50 cents to the client who is paying, those would also not resolve for 2 days and could take as long as 10 days to finalize.

So that was all a deal breaker for me. Why would I switch to a new system that creates more work and rigamarole (for me and my clients) and no cost savings when I can already have a system in place with the ease and convenience of instant payment with Paypal? Sure, I might pay the same fees to PayPal, but you’re going to pay the same (or more) to any merchant account service and the ease and convenience and instant availability of my funds is worth it to me. Plus, any fees you pay are a business write-off so I’m not worried about them. They help reduce my taxes.

Still, as with anything, there’s always a positive side. Now I know more about this particular service and even though it’s not right for me and my clients currently, there still might be some odd occasion where it can be handy, either for me or for one of my clients.