Three Common Mistakes Driving Coworkers and Clients Crazy

1 Do you interrupt others while they are speaking? Well maybe it’s time to consider banning that bad habit because it isn’t getting you anywhere with your peers. Very simply put, it makes the person you are communicating with think you don’t care what they have to say. Interruptions tell your coworkers their ideas aren’t nearly as important or worthy of discussion as yours, and they tell your clients that you are never going to really listen to what they want.

2. Do you send an email and then immediately follow-up? Give it a break. If you send your coworker an email and then walk over to their desk two minutes later to discuss that email, chances are they haven’t read it yet. And there is a good reason, because they are working on their own projects. If you send an email to a client and immediately follow-up via phone, thinking they’ve already opened and reviewed the email, then you are crazy. There is a fine line between good customer service and the realization that you are only a small part of what they are responsible for completing each day. So respect their time. If your request was of high priority then you should have initiated the discussion in person or over the phone anyway.

3. Do you admit when you’re wrong? We’re all human and we will make mistakes, co-workers and clients, alike, will both understand this concept. And they’ll understand it a whole lot better when you admit it first and quickly follow-up with how you will correct this issue. There is nothing worse than making a mistake, trying to cover it up, and failing miserably. Admit the mistake and offer a solution.

Manage Projects and a Team, Successfully

Occasionally all employees will disappoint you – even the really good ones. It could be for any number of reasons, perhaps personal or maybe it’s professional. Maybe, just maybe, it’s even your fault as a manager. I know you don’t want to hear that and I’ll be the first to say, it’s definitely not always your fault, especially if the flaw is due to personal reasons. However here is my challenge to you as a manager – HOW did you set your employees up to succeed? Well, here are a couple things (the list could be much longer) to always practice when managing projects… and people.

TIME

Consider rounds of revisions. If your drop dead due date is Thursday then don’t tell your employee you need to see it by Thursday because, unless it is a project they have completed many times over, there will be a need for improvement. There will be a need for revisions, and revisions take time. Therefore, if your due date is Thursday then your employee should think it’s Monday, giving you a couple days of buffer room in order to account for those necessary revisions. By not considering rounds of revisions and not accounting for the additional time, it will only escalate the amount of stress both you and your co-workers feel.

QUALITY

All things considered – take the time to consider all things. If your team is working on a project and you are managing that project and they share progress updates, status updates and ask questions – make sure you really put thought into your responses. When developing these responses consider your boss or client who will be reviewing the final product, will she like it? Or will she have the same adjustments she always does (the small things you should have already thought about and implemented.) If you set your employees up with proper feedback and resources, then by working together as a team, you will be able to deliver a much more polished and proper final product. Thus resulting in a better rapport for both you and your team.

 

 

 

 

You want to be taken seriously? Seriously, don’t do these things.

To all the young professionals and real go-getters out there, I have a few words of advice. When representing the company in any capacity, DO NOT make a fool out of yourself, it reflects poorly on the company and your professional life.

You might be thinking to yourself – this is a no brainer! But unfortunately it is not. Let me share a few examples with you of how this could affect you without you even knowing it…

(Note that none of these actually take place at work or with any of your peers and yet they still matter.)

Company Wrapped Vehicles

On my drive home for lunch today a wrapped vehicle (I won’t call out the brand) decided to drive in both his lane and mine, denying anyone the right to actually pass the vehicle. When I threw my hands in the air to signify something was wrong… I received the middle finger. Here’s a tip for you Mr. Driver – You are in fact covered in company branding and I highly doubt you would want your current employer to be notified of your less than polite actions.

If you drive a company wrapped vehicle – 1. Do not eat and drive and 2. Keep your fingers to yourself.

Company T-Shirts

We all love em. They are typically free and they reinforce casual Monday through Friday but if you are wearing one, with a big fat company logo spread across it, do not go out for margaritas. It just won’t end well. A while ago I was at a Mexican Restaurant when the gentleman in the booth next to me decided to release his inhibitions – in the form of a ridiculous scene. To this day I have no clue if it was his bill, his date or something else that sparked the raucous but none-the-less the yelling match was on. He simply lost it in the middle of the restaurant. Slobbering drunk and demanding something or another – an embarrassment to him but I’m sure with a good night’s rest he slept that one off. But what about all the people in the restaurant who were thinking “what kind of company would employ that guy?” Trust me, you don’t want to be in his situation, everybody talks and you never know how quickly word could get back to his company – I’m sure he is a great guy but for that night, what personality God didn’t give him, Jose Cuervo did.

Company Tickets

These are the best! err… the worst. Company tickets can be extremely fun and you should always be extremely grateful because whomever is giving these tickets to you definitely didn’t have to give them to you. Here’s the catch – you might not know who you are sitting next to but your boss probably does. Don’t get ridiculously drunk, don’t talk about your super personal life events and do NOT gossip about the company. It’s extremely important to remember all of these things because often, tickets are given to a company in hopes a higher-up will attend and the business talk will begin. If the company sends you then you should be there knowing you are representing the company.

The game hasn’t changed folks. Just like your mom told you years ago – Always put your best foot forward… and make sure you’re sober enough to stand on it.

The Murderer: Meetings And Your Victim: Employees

Picture it – You’re at a large table with people surrounding you on all sides- 15 maybe 20 people are at the table- laptops in front of each of their faces and cell phones never more than an arms length away – presentation on a large screen in front of you – a piece of paper, an agenda if you will, to your left side – and the clock sl-o-w-ly ticking away at the FOUR HOUR meeting you have been invited to attend. In this meeting, you will be responsible for contributing 33, maybe 34, minutes of dialogue and then it hits you, like a sudden smack to the back of the head- Everything on your personal to-do list that you don’t accomplish due to this constraint for the next 4 hours- you’re STILL responsible for completing. Alas… One. More. Late. Night. At. The Office.

And there you have it, the death of an employee.

Alright, maybe it’s not THAT simple, but it’s also not that far from reality. As an employee (granted that you are a good one) you know your responsibilities and because they are just that – YOUR responsibilities- you’re going to make sure they are completed on time and on budget. This means you are at the office late, and sometimes on weekends, to ensure this happens, but after so many of these night and weekend shifts it starts to take a toll, thus we enter the burn-out phase of your employment. This phase is critical and quite unfortunate because with a few small steps, it could have been avoided or at least delayed.

Here are some rules to live by, the ones that everyone knows about and still chooses to avoid or let slide when they fall victim:

1. AGENDAS ARE AMAZING. – Okay, please excuse my bluntness but they really are phenomenal tools and yet we let them go by the wayside. Take the time to actually plan your agenda so that it makes sense for the meeting and then stick to it. Time manage the agenda – give each topic adequate but efficient time. If you are a participant of the meeting and you notice a section is running over by more than 5 minutes, speak up! You don’t have to be a jerk about it but simply say “these are excellent points, so much so, that I think we need to plan a separate meeting for this topic alone” if you do it that way you will probably be in and out in 30 minutes or less because it’s ONE TOPIC.

Leading to my next point…

2. YOU CAN’T SOLVE THE WORLD’S PROBLEMS IN ONE MEETING. – I do believe in agendas, but if there are so many topics to cover on the agenda that each one receives about 5 minutes of true attention, or the meeting turns into 4 hours, then you have overloaded this meeting. If something can be solved in 5 minutes, then major kudos to your team, but chances are that is not the scenario so now you are just skimming the subject, switching everyone’s brains over to this new topic and then ultimately never even approaching a solution. While this won’t work for every scenario, try to stick with 3 – 6 topics per meeting, depending on total length of the meeting.

Leading to my next point… (Like how I keep doing that? It’s called a transition, a terrible one at that, but none-the-less a transition.)

3. MEETINGS SHOULD BE ONE HOUR. – Give or take thirty minutes. I do whole-heartedly believe you can accomplish your goals in 30 minutes, as well as,  believe that sometimes projects and presentations require 90-minute meetings. For anything beyond 90 minutes, consider once again, how many topics you are attempting to cover in the meeting and how many solutions you are hoping to reach. Maybe, JUST MAYBE if you really think about it, your one, 4-hour meeting should really be separated into 3, or even 4, separate meetings with ONLY the appropriate parties in attendance for each of these meetings.

And now for the main point of this lengthy little post and my three sub-points – If the majority of people in your meeting are consumed by their smart phones, are continually checking emails on their laptops, or feel that it is acceptable to leave the room to take numerous phone calls, then your meeting lacks focus, you’re trying to solve too many problems which is making your meeting too long, and collectively you probably have the partial attention of the wrong individuals to begin with.

Finding a Quality Freelancer

1. If the price seems too good to be true, it probably is just that, too good to be true.

In my experience, when working with freelancers, they rarely price their hours at less than they are worth. In fact, in many experiences I would say their price points were higher than anticipated and required negotiating.

2. Freelancers are almost always willing to negotiate.

This is especially true if steady work or a monthly retainer is involved. I’m not saying you should dangle this in front of his face like a piece of candy, (okay I kind of am but only because it really is THAT important to most freelancers) but you should definitely bring it to the negotiating table if it is an option for your company.

3. Portfolio, References, Portfolio, References… Say it a few more times so it really sinks in…

If his portfolio is light and his references list is short so is his experience level. This isn’t ALWAYS a negative because he could be extremely talented but what could be a negative is the amount of communication/project management time you must invest in working with a newbie.

4. Let’s just be honest… it isn’t always your freelancer’s fault.

Did you put together a strong creative brief for his review? Did you make yourself available to thoroughly answer his initial questions? Did you provide him with the assets you promised in a timely manner? Hey, I’m not saying you should hold his hand, who has time for that? I’m just saying that if you aren’t willing to set your freelancer up for success, he won’t be willing to succeed.

5. They were my best friend and then BAM!

I love freelancers and I’ll be the first to admit that fact. I am jealous of their whimsical attitudes, their stay at home opportunity and let’s just face it, their work attire (I’m not opposed to an entire day in my pajamas.) Okay so all of that was just me kidding around, I know not ALL freelancers spend the day at home in their PJ’s. In reality I am a huge fan of freelancers because they tend to save the day in a many instances when you just don’t have the man power or they supplement for the talent you just haven’t found yet or aren’t ready to hire full time. However, all of my love does come with a warning… sometimes they disappear! I have had some fabulous experiences with freelancers and to them I will say this post does not apply but for the ones who left me high and dry… I have choice words for you.

6. FAKE DEADLINES

Because of my experiences ^^^ I have learned a very valuable and very powerful lesson: Always make fake deadlines. If possible leave yourself so much time that if this freelancer doesn’t pull through then you have time to find a replacement. Sometimes that much time is not going to be an option but you should always allow as much of a buffer as possible. So even if it’s only 2 days, that at least gives you enough time to provide your internal team with a heads up as well as the client you are supposed to present this project to, in well… 2 days. It might not always save the day, but it will definitely make it a softer blow.

I Believe In A World Where Customer Service Matters

Let me tell you one of my least favorite things, pretty much ever. I used to be a customer of Clear internet service. Let me tell you why I chose them to begin with: I needed internet and I needed it fast. I had an assignment to complete for work and I didn’t want to spend the weekend in a coffee shop. So off to the mall I went and yep you guessed it, I signed up on a whim, for Clear internet.

A few things I’ll admit:

1. I had virtually no issue with their service. Occasionally I would need to restart the modem but hey, what modems don’t you have to restart at some point?

2. For the convenience, I paid the price. The BIG price tag.

3. There was no contract which is awesome. And yet, it still took my lazy self over a year to change service providers. I’m now saving $34.00/month. I’d say that’s a pretty big deal.

And now the reason I’m telling you all of this…

I cancelled this service on December 15th. Did not receive an invoice for January or February (which is correct since I cancelled) and then all of a sudden here comes March and now I’ve got an auto charge on my credit card for $54.24 for the month of March on a service I cancelled 3 months ago. That sucks.

Two things I’ve learned and don’t like…

1. I curse and heart auto-pay at the same time. It makes my life so easy when I want your service and a little like hell when I don’t. This image to the right, that’s me being super frustrated that in the email they tell me to log into my account and when I try to… well you see the result.

2. Once you have entered the hell that is trying to receive a refund on an auto-pay service… good luck. Prepare for “Thank you for holding we greatly appreciate your business and your call is important to us. A representative will be with you shortly.” What’s the definition of “shortly” anyway? Mine must be waaay different from most service providers because I’d go with 3 minutes or less.

Unfortunately that’s not the customer service world we live in. Well unless of course you want to sign up for new services, those calls seem to be answered real quick.

Kudos to those doing customer service right out there and to those that are not, let’s see you step it up a notch.

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