Inevitably there will be times when you have setbacks or things don t go your way. Maybe you didn't get a job you thought you were sure to get. Maybe you lost a job unexpectedly, didn't win a contract, or lost a major client. Your car always seems to break down right after you've had some other unexpected expense. These kinds of situations immediately place us in crisis. They don t feel good, but sometimes they re what we need in order to grow. The beautiful thing about crises is that they force us to take a step back and reevaluate what s going on in our lives and rediscover what we truly want and need. When we get over that initial shock and feeling of disappointment, we might realize that maybe that job wasn't really the best for us anyway. Maybe, just maybe, that wasn't what you really wanted to spend your life doing. Maybe that friend was holding you back instead of pushing you forward. The way I deal with crises of these sorts is simple: If something doesn't go my way professionally, I try to create a situation that would be more rewarding than the situation originally planned. A while ago, I was offered a job that looked very promising. After I accepted the offer, they pushed the start date back three times, later informing me (via e-mail) that they wanted to bring me on in the near future but I should feel free to explore other options. I was extremely disappointed. I felt disrespected and angry, but decided to make the best of the situation and follow my dream of working internationally. I then flew to Santiago, Chile and had great professional and personal experiences I wouldn't have had otherwise. Later, reflecting back on the original opportunity, I realized that working for a company that avoids a start date three times and then can t pick up the phone to explain the situation is probably not where I need to spend my time. Use setbacks as an opportunity to put your goals in order and act on them. In the moment, it s difficult to look at a setback as temporary, but they are. They happen to everybody. It s how you respond to them that will determine how they affect you.
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Ask any entrepreneur or consultant where they spend the majority of their time and they'll likely tell you prospecting. Ask them what they would like to spend less time doing and they'll likely tell you prospecting.
How do I deal with this dilemma? For me it's simple. I don't prospect. I just don't. Although active prospecting works for many people, I just can't bring myself to do it. I'd much rather work with people who want to work with me and vice versa than to work with somebody because they fall on the favorable side of a conversion rate. The process through which I generate business is a very organic one, leading to long-term relationships with people and organizations I love and respect. Below, I'll share some of the things I do that lead to these relationships. I understand the business I do allows me to do these types of activities and follow these philosophies and may not work for everybody. However, if they work for you, I hope you find your work and the company you keep much more fulfilling.
Only work with people and organizations that align with your values - I often hear "a good customer/client is a paying customer/client". It's true that when clients can't or don't pay you may find it difficult to keep on the lights, but there's much more to think about when considering a client. During the early stages, I interview the client just as much as they interview me. I want to get to know who they are and what they're about. After all, your client list is just as important to your brand as the work you produce. Also, it's much easier to produce creative and quality work when you have a passion for what you're doing and who you're working with.
Take a genuine interest in their lives. Become their friend. - I know not everybody is going to agree with me here, but this has worked for me. I don't spend countless hours entering follow-up dates and times with prospective clients into Salesforce or other CRM (customer relationship management) software. Instead, I keep them in mind when I find interesting information to share, invite them to events (not just the networking kind), support their businesses, provide assistance when they need it (both professional and personal), connect them with other people and organizations they can benefit from knowing, etc.
Treat every project like it's your top priority - Regardless of how much a particular client is paying, you made the conscious effort to accept the project. Be realistic with them and yourself when discussing how much time and resources you can dedicate to a project. The client always feels they are the top priority. Never let the feel the contrary.
Call them when you're not closing - We often call potential clients when we have something to sell them. Don't let them feel used. We all have that friend who only calls when they need something. Don't be that consultant. While we're on the topic, sending holiday cards is a nice gesture, but think of how special your customer will feel when they receive a card in the mail randomly just because you thought about them. No coupon. No business card. No please refer a friend. No we thought you'd be interested in this new produce/service. Just a simple, "I thought about you today and hope you are doing well."
Add value for free when you can - I'm always actively striving to become a better, more knowledgeable, and more capable person. As I find things that can bring immediate value my clients and potential clients, I share it with them for free in the form of a phone call, letter, email, blog post, etc. It doesn't take very long, it keeps communication open, and most importantly, it shows you care. Oh yeah, have you checked out my resources lately?
Don't nickel and dime your client to death - Don't put your client in a position where they are afraid to call you lest they be charged an arm and a leg for a basic question. You do need boundaries, and you can't spend all of your time on the phone, but when you can, try answering those quick questions. If you find you're being asked the same questions repeatedly from different people, be proactive and provide the answer to new clients ahead of time in early consultations, FAQ's, videos, blog posts, articles, reminders, etc.
Actively build trust - Set realistic and proper expectations, deliver a quality product, and deliver on time. Every time.
Be a friend and be professional - Believe it or not, the two are not mutually exclusive. Be a friend. Also, set your boundaries and stick to them. If you don't work on Sundays, let them know up front.
Keep communication open - Be open to give and receive positive and constructive feedback to encourage a better relationship. Whether something is working well or could be improved, let them know. If you are able to finish a project ahead of schedule or will need an extension, let them know. Don't let ill feelings fester until you have to terminate the relationship. Don't let positive feelings go unexpressed.
Take time for yourself - This has been the hardest lesson for me to learn, but if you can't be good to yourself you can't be good to anyone else. Take the time you need to take care of yourself. Maybe you need time to reflect, work out, meditate, cook, practice yoga, or spend time with family. Whatever it is, make time to be your fullest self so you can offer that person and your talents to the world.
At the end of the day, treat people like people—the whole person they are. Focus on the relationships as valueable in and of themselves and not just a sale. Allow the emotional component that allows you to feel a passion for yourself, what you do, and who you work with to enter your work. I think you'll find that when you bring this kind of energy to what you do, work will find you rather than you finding it.
What other suggestions do you have? Let me know what you think in the comments below.
So, as many of you may know, I’ve had some issues with Amazon the past few months. I was reading Wired Magazine, and found an article that speaks directly to what I wrote in the blog post last week. In case you can’t read the below screenshot, the key takeaways are:
- Go Straight To Webchat
- Share Your Pain on Facebook
- Tweet About It
- Make A YouTube Video
Dislaimer: I don’t normally rant, but here goes…
For the past few years, I’ve skipped the Kindle vs. Nook debate because, when I needed an eBook, I’ve opted for a more open format—ePub. Many of the ePub books I’ve purchased are locked down with Adobe DRM (Digital Editions). What this basically means is that in order to read the book you have to activate your device with an Adobe ID. While it’s locked down, it still allows you the freedom to read on almost any device you choose besides Amazon’s Kindle. The format has been adopted by Sony, Google, many textbook publishers, independent eBook retailers, and libraries who allow you to check out eBooks for free using Overdrive Media Console. When I fist began reading eBooks, the major competitors Amazon, Barnes and Noble, and Sony only had their dedicated readers—no mobile version and no decent desktop client. I dealt with the DRM because I never felt as though I had to buy a specific device, I like electronics switch/upgrade often, and I like to support independent eBook retailers.
Over the years, I’ve had two iPads, a Sony Reader, Kindle, Nook, Sony Tablet S, two Android phones, a Symbian phone, two iPhones, and multiple computers. (I know, my carbon footprint is something I’m working on). Most recently, I tried to activate Overdrive Media Console on my iPad 2, when I received the message that I have exceeded the number of activations (Adobe allows 5). I thought this would be an easy fix: Deactivate my Adobe ID from all devices and start over. Even the notoriously proprietary and restrictive Apple, Inc. allows you to do this in iTunes very easily.
Alas, there is no such simple procedure with Adobe Digital Editions. And, apparently, the technical support folks over at Adobe aren’t empowered to help either. I’ve called twice, and have two outstanding web tickets. The phone calls led me from one person to another, to another, to the senior staff, to level 2—all of which said, “We can’t normally do this (they’re talking about resetting the number of activations on an Adobe ID), so please hold as we are going to have to escalate this.” After multiple phone calls and web tickets, I finally got a response. The response was weak, but I finally got one (I’ve included it below).
I’ve finally given up. It just doesn’t seem worth it. I guess now I’m going to have to make a choice built on platforms rather than content. What a shame. Thanks Adobe.
Below is the email I received from Adobe after asking for support several times over the past few months. With each phone call, they’ve asked for my Adobe ID, email address, operating system, a complete description of the issue, and other verifying questions multiple times. I’ve provided that information both verbally and in writing on multiple occasions. Notice what they ask for in their emailed response.
