I feel some response is well, mandatory. If you can't run the business, sell it, get someone to step in. Or at the very very least take 20 seconds and post something like "I was just diagnosed with cancer, I am trying to come to terms with that, please be patient in the interim" at a bare minimum.
There are a lot of things I am not, responsible to my obligations however is hard wired into me. I told my clients I was gonna have to send them elsewhere, I have personal health issues. A few of them are still clients, they refuse to go elsewhere, they just deal with my hit and miss response rate (by that I mean I used to be 24/7 responsive within an hour. Now it may be a day before I can get to a phone and make use of it.) I am nearly homebound with my issues and yet... some of the clients don't care. this is because I have never failed to treat them with the respect and courtesy that is due in a business situation.
My first day in business 100 With the professor who would end up being the reason I majored in Business, and who was the only reason I got into Haas. Day 1 requirements were in the paperwork for the class.
First person he asked "do you have 3 #2 pencils?"
Nope, they had 1 though
Response "pack your things, leave the room, if you are not prepared for class, you are not interested in business"
I was the 8th person nailed, I did not have a copy of the Wall St. Journal
I stood outside that room with my ear glued to the door. I wanted to know what was next.
I never missed an item after that. I have never been in a meeting without 3 coloured pens, at least 3 sharpened pencils, a proper notepad (leather or logo of your firm) and spares, etc etc etc. Why? Because My prof taught me that you are a business, you have to be properly prepared, on time, attentive and 100% knowledgeable on your product or service.
You are no longer some flip flop wearing hippy hoping to score a few bucks mowing lawns. You are a business, you are better than the person you normally are, you are as close to perfection as you can make yourself.
Never lie to a client.
Never over promise.
Never be late (5 minutes early is 10 minutes late)
Never fail to listen to your clients needs wants and desires.
Fast, Good, Cheap, you may only ever offer 2 of these.
He taught old school business responsibility.
It is always your fault, not your staff, feces may run downhill, but responsibility rolls up.
Do not oversell what you will deliver, over deliver on what you sell.
If there is a better solution for the client, let them know about it. Then be ready to explain why you are not inferior.
There are no excuses for poor preparation, lack of knowledge, or unfulfilled promises.
There are no excuses. If you have one of the inevitable failures that do occur. Simply state that it has happened, what you have done to prevent it happening again, and be prepared to take your well deserved tongue lashing for being a failure in business.
Don't let it destroy you, remember every one that you get, it is the best thing a client can ever give you. It is a lesson on how to be better next time. If you follow these rules, you WILL dominate.
Damn I miss that man. I have repeated his teachings over and over, and been ever so proud when my guys and gals went out and knocked the tar out of things.
My company always had a hard edge rep. We were never cheaper than the other guys, and we never said no. I have found my executive arse hip deep in a parking lot helping clear a drain because the client was at a complete loss at what to do. He asked if I could fix it, I assured him I could. I called a handyman I knew, changed out of my suit, and in shorts and bare feet went out to see what the problem was, got the guy in motion, and when he showed up 30 minutes later. I helped clear the clog.
That is one of the clients that will never leave. One of my staffers was watching and laughing, he turned around looked at the client and said "remember, if we ever say we are gonna walk on water, sell tickets"
Yeah, they are VERY high standards, and you will never actually reach them. You don't have to. Just be closer than the next guy.
