When I am working with a client to create an ethics seminar, I always ask to speak with a few of their key employees, not in management.  This exercise allows me to listen to employees concerns, and get a true picture of the employer’s appreciation of their employees, and what ethical systems have already been addressed and implemented.

I’m never surprised to find that the client seems puzzled by some of the responses I receive.  Some of it stems from the client’s misunderstanding of what ethics encompasses, some of it stems from the client’s inability to communicate properly to the employee what their standards are, and how they affect the way they do business.

Hands down, the biggest complaint I get from employers and employees is lack of follow-through.  We need to do what we said we would, in the time we said it would take, or we need to communicate any shortfalls well before that committed completion time has expired.

I think that’s true in our businesses, too.  We have to be excellent communicators, and have the ability to ask the questions that our clients haven’t even considered.  On those occasions when a situation arises that may tip the scales unfairly in one direction, we have to take the time to consider all sides of the situation and make the most informed decision that is fair and equitable to everyone, even though it might be easier and more profitable not to.

To be an ethical business, you must earn the respect and trust of employees, clients, suppliers, etc., by weighing all the aspects and making sure we treat all parties fairly.  If we always practice good business ethics, we not only help ourselves and our businesses, but we help bring more confidence and trust to our industry – something we absolutely must maintain in order for us all to be successful.

So let me ask you to exercise your moral well-being and increase your credibility without the sweat and expensive work-out equipment!

Wishing you continued success and the wisdom to consider ethical options.

Jeannine Clontz, IVAA CVA, MVA, EthicsChecked™, provides marketing and social media support, training and consulting to busy entrepreneurs. For information about finding a VA, download her FREE 10-Step Guide to Finding the Right VA, or to learn why Social Media should be an important part of your marketing plan with her FREE Report, Social Media Marketing Benefits, visit: http://www.accbizsvcs.com, or contact her at info@accbizsvsc.com

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As I’ve gotten more experienced as an entrepreneur, I’ve found that there are several types of clients that use these tactics.

The first type is totally unethical, and no matter what you say or do, it’s always better for you to cut your losses and discontinue doing business with them.  I know this can be difficult, but it could hurt your credibility.

The second type is the client who is always looking for something for nothing.  They will take your project quotation and rip it apart looking for hidden discounts.

Sometimes they are just thorough, sometimes they are doing what has proven to be successful in the past.  These clients can be turned into good, ethical clients by simply taking the time to find out why they work this way.

They may have worked with unethical providers in the past, and have found that by questioning an invoice, or price, they usually will get some sort of discount, or free offer.

Open the discussion by asking about their complaints and how you can rectify the situation.  Be a good listener. Let them vent their frustrations. Ask them for an explanation of any deductions, and try to put yourself in their shoes to see if you can get a better idea of their motivations and concerns.

Maybe your invoices could detail more information about your charges and how you met their needs.  Let them know that you want to be more familiar with their specific needs so that you can provide better services in the future.

Most importantly don’t take it personally.  Sometimes we are not the perfect fit for someone’s needs.  What we need to do is maintain our integrity and remember that we can’t be all things to all people.

Do those tasks where you consider yourself to be the expert.  Encourage new clients to contact your references so they have a clear picture of who you are, what your strengths are, and how those strengths can help them achieve their goals.

Jeannine Clontz, IVAA CVA, MVA, EthicsChecked™, provides marketing and social media support, training and consulting to busy entrepreneurs. For information about finding a VA, download her FREE 10-Step Guide to Finding the Right VA, or to learn why Social Media should be an important part of your marketing plan with her FREE Report, Social Media Marketing Benefits, visit: http://www.accbizsvcs.com, or contact her at info@accbizsvsc.com

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Imagine my surprise when they were inducted a few weeks later without my signature in the approval section of the application for just this situation.  I asked why I hadn’t been contacted, and was told that the president told them it wasn’t necessary.

It seemed like they’d stopped promoting my services, but soon I found out that they did on weeks I was not in attendance.  Then I overheard reviews from members for my services as being performed by the other member.

I submitted a formal written complaint to the president and vice-president explaining the situation and came up with what I thought were our only alternatives, my competitor could start another chapter, they leave, or I leave.  Nothing happened for three weeks, so I asked them to meet with me after the meeting.

Yeah, they got my letter…no, they hadn’t done anything.  Since I was getting ready to  take a leave of absence they’d already approved, I told them they must get it taken care of, as I would have no way to monitor the situation after I took leave.

I was appalled with their solution.  The following week EVERY member received a memo from the vice-president saying that this person was getting referrals that belonged to me, and that everyone should ask me before referring them any business.

Oh, my God!  I wanted to crawl in a hole somewhere and die.  Now they’ve taken what should have been handled one on one with the conflicting party and made me out to be, “Oh whoa is me” Jeannine.

Needless to say, the conflicting party was very upset and voiced some very angry words about how this was handled.  I made it very clear that I agreed.  Now everyone felt like I was picking on my competitor.  As you may have already guessed, my referrals were all sent their direction.

Unethical – you bet!  On the conflicting party’s part for not adhering to the rules and heeding the warnings, on the leadership team’s part for not having handled it properly, quickly, or discreetly, and on the rest of the membership for not trying to understand the conflict, and supporting a long-time “charter” member.

I took my leave of absence, and started utilizing that time to market my business in other ways. Since I left the group I’ve put on many new clients, making me realize that this group truly wasn’t the right place for me.

When I received an invoice for meals and dues last week, I guess I shouldn’t have been surprised.  Bet they miss my referrals.  I was almost always the group leader!  Ignoring my personal feelings, I penned a cordial letter letting them know that it just wasn’t working for me as a good option for marketing my business.

About six months later I heard the Chapter had folded.  I was probably one of a few people who understood why.  When they didn’t use good business ethics as the foundation for the organization, how could they expect to succeed?

Jeannine Clontz, IVAA CVA, MVA, EthicsChecked™, owner of Accurate Business Services is a Virtual Assistant (VA).  ABS provides ‘as needed marketing and social media support, training and consulting to busy entrepreneurs.  Clontz is a writer, author, VA Coach, and speaker on business topics including business ethics. For her free 10-Step Guide to Finding the Right VA, or her FREE Report, Social Media Marketing Benefits, send a request to: service@accbizsvcs.com or visit: http://www.accbizsvcs.com, www.VAbizcoach.com or her book website http://www.entrepreneurialfreedom.com

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They not only dealt unfairly with me, as a service provider, but their approach to serving me as a client was very questionable.  I really wanted to give my client all the gory details, and tell them to steer clear of them, but my ethical conscience just wouldn’t allow it.

“I’ve had a client and customer relationship with them in the past, but haven’t really worked with them for quite some time.  I can tell you that I’ve recently started working with DEF Company, and have been very pleased with their services.  Their services really fit my needs,” I replied.

Of course, their next question was unavoidable.  “So did you have problems with them?” they asked.  Okay, so now what?  How do I maintain my ethical standards, but provide an honest answer to a good client?

It was very hard not to bring my personal and emotional feelings to the surface about how I’d been treated by this company.  I could certainly justify it by saying it was to save this client from having to experience the problems I’d had, but I just couldn’t…the words, “do no harm” kept sneaking into my subconscious.

Although this company had certainly not taken those three words into consideration where our relationship was concerned, I most assuredly do not want to lower myself to their standards.  .I knew that I shouldn’t say anything bad about them.  Who knows, maybe ABC Company had new owners or management.  Maybe they figured it out and started working more ethically.

My response?  “I had a problem with them some time ago, but haven’t really done business with them for a long time.  It certainly could have been something unique to my situation, and I imagine that they should be able to provide you with references, should you be concerned.  At any rate, I would certainly encourage you to at least look at ABC Company and DEF Company, compare them, check references, and make the decision you feel will be the best one for your needs.”

I answered honestly, but provided them with enough information for them to consider all their options.  It actually turned out exactly as it should have.  They looked at both companies, and reported back to me that ABC Company provided them with two references, both of which declined to provide information.  They used DEF Company and were very pleased with the results.

Even though I didn’t say what I would have liked to, I maintained my ethics, left the client with enough information to consider all their options, and everything worked out for my client.

There’s nothing magical about business ethics, it’s just that final piece of the puzzle that can make or break your business.  Don’t break your business, use good business ethics!

Jeannine Clontz, owner of Accurate Business Services, a VA practice, is an author, writer, speaker and VA Business Coach specializing in providing professional business coaching to established and start-up virtual assistants (VA’s).  For her FREE audio CD “What’s Holding Back my Business Success?”,  a 2-month trial in her Insider group coaching program, or 1-month trial of her coaching club visit:  http://www.VAbizcoach.com; or contact her at: coach@VAbizcoach.com.

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In passing, one of my clients asked me if I’d ever heard of ABC Company, and had I done any business with them. Not only had I done business with them, they had been a client, but I severed both relationships because I found them to be very unethical.

They not only dealt unfairly with me, as a service provider, but their approach to serving me as a client was very questionable. I really wanted to give my client all the gory details, and tell them to steer clear of them, but my ethical conscience just wouldn’t allow it.

“I’ve had a client and customer relationship with them in the past, but haven’t really worked with them for quite some time. I can tell you that I’ve recently started working with DEF Company, and have been very pleased with their services. Their services really fit my needs,” I replied.

Of course, their next question was unavoidable. “So did you have problems with them?” they asked. Okay, so now what? How do I maintain my ethical standards, but provide an honest answer to a good client?

It was very hard not to bring my personal and emotional feelings to the surface about how I’d been treated by this company. I could certainly justify it by saying it was to save this client from having to experience the problems I’d had, but I just couldn’t…the words, “do no harm” kept sneaking into my subconscious.

Although this company had certainly not taken those three words into consideration where our relationship was concerned, I most assuredly do not want to lower myself to their standards. .I knew that I shouldn’t say anything bad about them. Who knows, maybe ABC Company had new owners or management. Maybe they figured it out and started working more ethically.

My response? “I had a problem with them some time ago, but haven’t really done business with them for a long time. It certainly could have been something unique to my situation, and I imagine that they should be able to provide you with references, should you be concerned. At any rate, I would certainly encourage you to at least look at ABC Company and DEF Company, compare them, check references, and make the decision you feel will be the best one for your needs.”

I answered honestly, but provided them with enough information for them to consider all their options. It actually turned out exactly as it should have. They looked at both companies, and reported back to me that ABC Company provided them with two references, both of which declined to provide information. They used DEF Company and were very pleased with the results.

Even though I didn’t say what I would have liked to, I maintained my ethics, left the client with enough information to consider all their options, and everything worked out for my client.

There’s nothing magical about business ethics, it’s just that final piece of the puzzle that can make or break your business. Don’t break your business, use good business ethics!

Wishing you continued success and the wisdom to consider ethical options.

©Copyright Accurate Business Services 2009

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One of the biggest obstacles that many of my VA peers face is the use of sub-contractors. As with any industry, there are those that take pride in their abilities and prefer to be totally honest in dealing with clients (and other VA’s looking for assistance), and those who do not.

We sometimes forget that we should also be responsible for building a good working relationship with our sub-contractors. We should provide clear and concise instructions, as we would an employee, and give them all the necessary information to understand our business philosophy, our mission, and the relationship we maintain with our clients. As a sub-contractor, we should handle this business with the same professionalism as we would any other client. How we complete their project will have an impact on whether or not they’ll use us in the future, as it is with any client.

Take the time to find out about your sub-contractor and be sure they’re a good fit for you and the project you need assistance with. Be sure you have a good Sub-Contractor Agreement and that it’s signed before you forward any work to be completed. Be clear about deadlines. Give yourself an extra day or two so that you can check their work to be sure it is what your client has come to expect from your organization, and that your sub-contractor can realistically complete their end of the project on time.

I can’t tell you how many horror stories I’ve heard from VA’s whose sub-contractors don’t complete projects on time, or as instructed. It’s probably their number one complaint and what may prevent them from accepting a project that will require additional help.

I know I enjoy being a sub-contractor, and do everything in my power to make sure that the work product maintains the impeccable standards I set for myself with my own clients, and that the VA I’m working with has a good sub-contractor experience. I keep in touch with the VA client to let them know if I’m having any difficulty or need clarification on their instructions. It can certainly be a win-win for both of us. It allows them to provide good quality and on-time services, and brings me a little extra business that I would not have obtained if not for a good, ethical relationship with another successful VA.

If you have an ethical dilemma with a sub-contractor, please share it with me and we’ll find solutions that will help strengthen your relationship as a VA and a sub-contractor.

Wishing you continued success and the wisdom to consider ethical options.

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I started asking about the software and hardware she had purchased, and in making comparisons to the old system we happened along the problem. What we found was that she had some pirated software on the old system. Now she didn’t consider it pirated software, I mean, her husband had been working for the company she’d purchased the old laptop from, and the software came with her system. She’s pretty sure she paid for it. If it came with the system, they should have provided her with the actual software CD’s. If they failed to do so, she should go back to them to secure a “certified” copy. It took some time, but she did finally admit that perhaps she didn’t pay for it.

I proceeded to suggest a few of my favorite software “deal” sites so she could purchase the software she needed to be able to transfer her contacts back into the new laptop. When she started considering asking her husband to get her a copy of the software…I proceeded to tell her that I considered her to be a good ethical business owner, and hoped that she would reconsider doing anything that could jeopardize her credibility with her clients. How would she feel about the ethics of a company that “stole” someone’s product?

I must admit I don’t get through to everyone, but on this particular occasion, I had struck the right cord. She called me back the following week to tell me that she’d upgraded her entire Microsoft package to the latest version, and felt really good about it. She also told me that she felt really bad about having taken up so much of my time and canceling so many appointments.

Incredible! I felt like buying a new leather belt just so I could cut a notch in it. Not only did I reap the rewards of having helped someone move in a more ethical direction, but two days later I received a check from her for $100, with a wonderful thank you card. She said that she really felt good about herself and the direction of her business. Needless to say, I felt pretty good, too.

What we both were experiencing was the POWER of ethical business practices. When you take the time to consider the impact of what you do, you come away not only with the pride in knowing that you did the right thing, but you give your self-esteem a boost as well. Ethics can be a powerful elixir in attaining your business goals. Use it liberally and watch your business GROW!

Wishing you continued success and the wisdom to consider ethical options.

©Copyright Accurate Business Services 2009

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