Ever have a client make a deduction from an invoice? You know the type, they always find fault with your work, can’t believe that you charge those kinds of rates, and they wonder why you’re not able to drop everything and handle their projects immediately without adding “rush charges” to the invoice.

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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I belonged to a local networking group that touts allowing only “one person per profession”.  When a competitor of mine visited the group, I told them that they would not be able to promote the specific services in conflict.  They said, “No problem.”  On their next visit, they again promoted those services, so I took our president with me to tell them that they could not offer those services that conflicted with mine.  Problem solved, right?

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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I was looking through a magazine and stumbled upon something I hadn’t seen in years, a glass piggybank.  I recall the first such bank I received when I opened my first savings account.  It forced me to continue to save because I didn’t want to ‘break’ it until it was completely full, or I had enough to purchase something I really wanted.  My eyes were always on the prize.

By the ‘80’s piggybanks had changed; they had stoppers in the bottom to remove money whenever you wanted. By not having to keep adding to your savings until you’d reached your goal, many times they were never met.  The bank became a place to gather loose change and such, but it took away the demand, if you will, that you reach a goal or lose it all, by having to ‘break the bank’.

It makes me think about my business goals in somewhat the same way.  I have to find ways of making myself accountable to reaching the goals I’ve set.  Last year, I setup several reminders to check in on my 2010 goals. When I got the first reminder, I realized, – YIKES, now where did I put those goals? J  I was not focused on reaching them.

It’s difficult when you’re the boss, isn’t it?  How can we set goals and make ourselves accountable for the goals we need to keep our businesses afloat in these challenging times?

First, take a look at what types of goals you might want to set for yourself.  Some to consider might include:

• Sales/income
• Number of new clients
• New equipment/software
• Knowledge-based achievements (certifications; classes)
• Adding staff or sub-contractors

As you can see, there are many types of goals you can set for your business.  I usually try and have three to four of these areas covered in my yearly goals; that way, if one seems to be lacking, I can transition more time and effort into making that particular goal a priority, or adjust it to give myself a clearer way to achieve it.

I think the next most important thing is to put it in writing – something about memorializing it makes it seem more attainable, and real.  You might even consider sharing your yearly goals with a colleague or peer and ask them to check in with you several times a year to make sure you’re on track to achieving them.

Equally as important is making sure that you don’t beat yourself up if you don’t attain a particular goal.  Goals are something you are aspiring to achieve; they should help you be accountable for where you want your business to go.

2008 was a perfect example of that for me.  I was right on track with my sales/income and new client goals for 2008, right until the stock market crashed in October.  Suddenly, everything changed.  By the end of the year, several goals had not been met.

I rewarded myself for those goals I did achieve, took stock of those I didn’t, and tried to understand why; then I realigned my goals for 2009 and again for 2010, to offset these changes, and added several new categories of goals that will help me keep my business on track and growing.

Goals are meant to inspire you and invoke you into taking action.  Don’t let them bring you down if you don’t achieve them; re-adjust them. Find a cheerleader, someone who will help you stay on track with your goals, but will also encourage you and help you see the positive changes and growth you have experienced.

I am pleased to say I exceeded my 2009 goals and I look forward to a prosperous 2010 and achieving my goals.  Re-invent yourself and keep making deposits in your unbreakable piggybank of growth.  Stay positive and watch what happens.

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?” or a 2-month trial in her group coaching program visit:  http://www.VAbizcoach.com; or contact her at: coach@VAbizcoach.com.

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We all have the same amount of time to expend each and every day, so why does it seem like some people have mastered their time better than others?

I don’t think it’s about the time at all, I think it’s about how we manage ourselves.  My friend, Pam Vaccaro (www.designsontime.com) says it best, “It’s about your focus!”

I know from my own experience, making a few simple changes have made a HUGE impact on my effectiveness, and stress levels.   I tried several different options and settled on the system that worked for me.

One of my biggest faux pas was thinking multi-tasking was a good thing.  I would work on a client document while I was running another client’s color postcards on my laser jet and another project on my copier, only to find that somewhere along the line the copier jammed, or the laser jet ran out of ink, and I was overwhelmed trying to juggle them all.  I don’t believe our brains work that way.  Since I stopped multi-tasking, I get so much more done, and feel more energized and effective.

I’ve also been guilty of creating a sense of urgency where one may not exist, or not being clear with a client who gives me an unreasonable deadline.  Since I’ve taken back that control, managing time is much simpler.  By increasing my level of communication, I also avoid having to spend time solving problems.  They just simply don’t exist.

I also try and be more aware of the time I’m spending on non-income generating Emails.  That was very difficult for me since a lot of my client projects and communication come through Email.   I used to cringe when I’d look at my watch only to find I’d spent several hours going through social media or volunteer Emails that didn’t need to be handled right away.

I now have a basic kitchen timer on my desk and allow myself a specific amount of time, at the beginning of the day, and at the end of the day, to handle these Emails.  My life feels so much more organized now, it’s truly amazing how these few simple changes have made a profound impact on the way I manage my time.

So give several of these options a try or come up with a few of your own, and see if you can’t transition your focus to better manage your time.  And remember to enjoy your life to the fullest; it’s not JUST about business!

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 herFREE Report, Social Media Marketing Benefits, visit: http://www.accbizsvcs.com. Find out more at www.VAbizcoach.com or her book website http://www.entrepreneurialfreedom.com

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Email marketing has become an acceptable option for marketing a business.  It allows you to stay connected to current and prospective clients and provides ways to grow your business and build a loyal following. As a viable and low-cost part of your marketing plan, it plays a big role as a method by which you can distribute, advertise, and promote various types of communication to a wide range of recipients.

Through a targeted email marketing approach you may tailor or personalize your message to your specific audience or niche. In marketing terms, this is called segmentation.

The advantages to using an email marketing strategy to promote your business are many, such as: low cost as compared to traditional mailing costs, the speed at which your message is delivered, and the ability for recipients to forward the message to others who may also be interested. Moreover, email marketing software allows you to track results of your communications, allowing you to evaluate your success and enhance your messages through your statistical insights.

While there are multiple advantages, keep in mind that email marketing is intended to be an enhancement to your other marketing activities. For example, it may be used to lead your prospects to your website, which should be designed to process sales, while your email marketing campaign will highlight the benefits of your offerings and encourage prospects to make a purchase. Your website should also be the focus of other online marketing strategies such as search engine optimization (SEO), pay-per-click (PPC) advertising, and article marketing. Email marketing allows you to enhance all your marketing efforts and encourages customers to patronize your business and become loyal fans.

Always remember when implementing an email marketing campaign do not overdo it, one of the downsides or disadvantages of email marketing. If you’re sending emails to thousands of people every other day, they’re going to get tired of hearing from you and either delete them or opt out of your mailing list, which will potentially cost you a lot of business. The last thing you want to do is irritate your subscribers by making them feel they’ve been tricked into signing up for something they didn’t actually want.

Email marketing is a very valuable tool to supplement your marketing strategies while giving you an additional method to keep in touch with your customers and prospects to build a loyal following.

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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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!

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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Using an eZine (Electronic Newsletter) as a part of your overall Internet Marketing plan can be a powerful way to achieve your marketing goals. Less experienced marketers commit a number of common mistakes that may cause your targeted list to opt-out.  Here are several common mistakes to avoid in your eZine campaign.

1) Sending Out Promotions Rather than News

All Internet marketing, including your eZine, should focus on building long-lasting relationships with your subscribers over time. If your eZine message is consistently aimed at prompting an immediate sale, you’ll find a steady stream of subscribers opting out.

To build a loyal following, design your eZine campaign to provide content and resources that will help spark interest in your product or service by subtly providing them with topics that show the benefits of your offerings.  For example, if you’re a business coach, sharing information that your target market could benefit from, will quickly show them you are an expert in this field. This will eventually lead to a positive action on their part, i.e. contacting you for professional business coaching.

2) Not Focusing on Subscribers

When organizing your eZine campaign, provide relevant and up-to-date content written in a way that speaks to your subscriber’s needs, never on your business offerings. People don’t care much about what your business can do for them, but what they can gain by building a relationship with you, that may ultimately lead to working together.  Using our coaching example above, sending valuable resources and information about challenges your ideal client may face would be better than just an announcement about your next program. By providing relevant content in a timely manner, subscribers are more likely to be loyal to your eZine campaign.

3) Making it Difficult to Opt Out

Your eZine success is not driven by the number of subscribers on your list.  The quality, not the quantity of your subscribers is far more important.  Making it difficult for people to unsubscribe can potentially lead to disaster.  Beyond annoying and alienating potential prospects, it will be more difficult to track your eZine results.  Allowing people to easily unsubscribe keeps your reputation intact and allows you to achieve optimum response rates.

It is perfectly understandable for you to want to make the most out of your eZine campaign as quickly as possible, but don’t let that allow you to defeat its entire purpose. Realize that it takes some time for eZine marketing to produce optimum results by making sure it’s implemented correctly. To keep you focused on the desired result, avoid these mistakes that eZine marketers often commit when running their Internet campaign.

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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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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