Mini Guide to Business Etiquette, Procedures and Protocol
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| Dr. Tunishai Ford Your Friend & Guide To True Happiness!! |
Most small business owners know their trade and profession, but where they fall short is
how they treat their clients and customers. Mind your Bizness will address many of the
areas that businesses fall short and the solutions to assisting them in keeping their
customers or clients happy and coming back, hopefully with a few friends.
In our first issue, I would like to address the importance of having a paper trail. In
addition, I will explain why verbal agreements and promises are not enough in the world
of business.
When two parties enter into a contractual agreement, both parties should be satisfied,
especially the one paying for the product or service. Written statements and copies, such
as proposals, letters of intent, promissory letters, and receipts give validity to the business
for all involved. These documents insure that both parties have an understanding and are
on one accord. If there is nothing written, the service provider can easily take advantage
of its client or customer or forget the agreement that was made by adding or taking away
from the original agreement, therefore causing their client or customer to become
frustrated and dissatisfied.
If someone is paying you for your service, he or she has a legal right to have everything
you are doing for him or her and/or promising him or her in writing. A verbal promise can
be gone with the wind, but a written statement or promise is legally and morally binding,
especially in a court of law. If you have a business, you should know this, and if you are
not doing this for your client or customer, shame on you. So, let's face it, some of you
businesses need to step up to the plate. Do the right thing!
One of the things that I find to be quite annoying is calling a business and having someone
answer the phone that makes you wonder why they were employed by that company or
business in the first place. You can tell those who take pride in doing their jobs and those
who take the pride out of a job, especially when it comes to answering the phone and/or
relaying a message.
There are companies and small businesses that have been in existence for many years and
they are doing well financially, but their customer service stinks! Why, because the
company hires people who just want a job, but have little or no regard for the customers
or clients. Then the company will not take the time to teach their employees telephone
etiquette.
Actually, telephone etiquette should begin at home. But this form of proper social behavior
or any kind of behavior for that matter, may not have been taught in the home. Therefore,
when they are hired to answer phones and relay a message, they terribly drop the ball. It
is manners and common courtesy to return a phone call within twenty- four hours but
you cannot do that if you have not received the message.
What is a company to do you ask? I am glad you asked. Train, train, and train some
more. If you do not care how your company or business is viewed, then do nothing, and
watch as you slowly lose customers and clientele.
Maybe as a business owner, you do not think that this is important. However, the person
answering your phone is a reflection of your business. Remember that the first impression
is a lasting impression. Also, keep in mind how you would like to be treated if you were a
client or customer. It is those little foxes that spoil the whole vine. You want customers to
speak well of your business and if your employees do not make you look good, well, I
will let you figure it out. Everyone wants to feel like he or she is important when he or she
calls your business. It is your business to hire people that will reflect this importance to
your customers.
What makes a business a good business? What boasts the moral of the employees? How
does the boss get the employees to work for him or her and enjoy doing it? Well, let me
give you the answer to all three of these questions. Teamwork! When a company makes
their employees feel like they are part of a team, success is inevitable.
I recall years ago when I worked for the Detroit Public Schools, I worked with a great
group of people and I had a great boss who knew how to bring the best out of each of
her employees and rewarded us for our efforts. We had the responsibility of increasing
students' grades, and test scores to prepare them for their GED tests. We worked
together as a team and exceeded the expectation of the entire region. We were
respectively given the name "The Dream Team." We worked well together and where one
instructor may have lacked in skill and ability another instructor would assist with the task
to get it done. We had more graduates, scholarship recipients and increased test scores
that anyone in the region.
This task was achieved because we operated with the mindset that we were a team and
each of us were allowed to bring our individuality and unique skills and talents to the table
to achieve a common goal.
This should be the flavor of every business looking to succeed. If you are an employer,
make employees feel appreciated and respected and they will make you look good every
time; and if you are an employee and you want some longevity on your job, become a
team player. Find out what you can do to bring cohesiveness to your work place. It starts
with having a great attitude. Remember, you are not a 'Solo Act'; you are part of a TEAM.
Remember the Gestalt theory which states, "The sum of the parts equal the whole."
And let us consider one another to provoke unto love and to good works; (Hebrews
10:24, KJV)
In today's work place, we are so consumed with achieving promotions and getting a
larger paycheck. You may be saying to yourself, "What else is there?" I am glad you
asked.
JOB SATISFACTION! Most people I know do not enjoy their jobs and they dread even
getting out of bed, because all they have to look forward to is going to a job they hate.
Now this deep rooted hatred not only affects these people mentally but it also affects
them physically. Obesity, hypertension, and strokes often happen as a result of being
unhappy with jobs. Unfortunately, most people end up staying at these jobs because they
want a substantial pension, they have too much debt, they do not have enough education
to get anything better, and/or they just do not see themselves doing any better. I am sure
there are other reasons why people stay at jobs they hate, but for whatever reason, it is
not good enough to cost you your health, and possibly your life.
I left my job in November of 2002 because I knew there was nothing else there for me. I
was miserable, and I suffered with depression and developed problems with lower back
pain. Although I did not know exactly what was ahead for me, I knew it was no longer
happening at my job.
If you are sick and tired of being sick and tired of your job, and it is affecting your health
to the point you can literally feel yourself dying, LEAVE! Even if it means going out on a
temporary medical leave to collect your thoughts, explore your career options and above
all get some much needed rest.
If you are one of those people who are stuck because you can not find a better paying job
right now or you are up to your neck in debt, just tell yourself, "This is just a temporary
time and place for me and I am just passing through. This is not home." If you confess
this and visualize yourself in your dream job or dream career, it will make this job
situation easier to bear. Now, if you have money put aside and/or you have benefits that
will allow you to take some time off, take time off and work on a game plan. Life is too
short to spend the first eight hours of your day doing something you hate doing, don't you
agree?
Choose a job you love, and you will never have to work a day in your life. - Confucius
A December Message!!
In the world of retail, many merchants are going to make more money this last month of
the year than in all of the other eleven months. When you cash out each night, I hope you
do not forget who made your profit possible, your sales associates and hard working
managers.
Do not forget to give credit to whom credit is due. A pat on the back is nice, a special
card of appreciation is fine, and even displaying the picture of the top sales person for this
month is great too. Ah, but I tell you what would be greatly appreciated by your staff, A
BONUS, a nice hefty one too. They have worked hard for you all year, now show them
how much you care by putting your money where your heart is, and dig deep in you
payroll bag and give your best gift. A nice bonus will be an incentive they will never
forget.
One of the biggest mistakes most people made for the past decade is allowing themselves
to become entangled with debt, especially, credit card debt. It is a new day; therefore,
let's handle our finances a new way. I am not a financial expert but I am a consumer and
I have learned some valuable lessons along the way. I have made a commitment to myself
to take control of my spending this year and go forward.
When you look at your finances, do you ask yourself if you did a little too much
unnecessary spending last year? Did you eat out a lot, and buy clothes that you can't wear
because you gained those 15 extra pounds? Now, here is the big question-did you use
your credit card for those delights? If you answered 'yes' to these questions, you may be
kicking yourself right about now. Do not panic, there is still hope.
Let me give you a bit of advice. Here are Tunishai's three keys for relief from financial
blunders.
1. Count the cost and make sure you can afford to make more than the minimum
payment on your credit card before making a purchase. Pay that item off as soon as
possible.
2. If you have a checking account, apply for a debit card, this way you will only
spend what you actually have in that account. Also, apply for overdraft protection.
3. If you have had a credit card for a year or more, call the company and ask them
about lowering your interest rate. Continue to pay your bill on time and stay in good
standing.
This is a new year and there should be changes made in our lives. Remember what Les
Brown (famous motivational speaker) always says, "If you do things the same way,
expect to get the same results." Start doing things differently in your life by starting with
your financial matters. You can do it!
Good money management is the area in which many minorities fall short in practicing.
One of the primary reasons is because they are often living from paycheck to paycheck
and robbing Peter to pay Paul. This practice has been passed on from generation to
generation. The only concept many of them have about money is that it is a means of
exchange, pay money and receive merchandise.
I am no money expert either but I have learned a few important principles along the way.
One of the most important of these principles is when you are getting ready to pay your
debtors, put aside at least 10% of your paycheck for yourself. Put it in a savings account
or other savings entities and forget about it. Treat it as though it does not exist. If you put
money aside for at least a year, you will be amazed at how much you would have saved
up.
You cannot manage money if you do not have anything to work with. You may have to
deny yourself of some of the luxuries you are use to, but you will be glad in the long- run
that you did not spend unnecessarily. It is so easy to live above our means and get into a
financial trap, and find ourselves with little to no money. Begin to consciously watch your
spending and make a real effort to save, then you can become a good money manager and
begin living with a peace of mind.
There is no business that is more important than having a handle on your own personal
life, and your resources, especially in the area of finances. There are predators that prey
on the kindness and generosity of people who are givers. Whenever they have a financial
crisis, they intentionally go to someone that they know is generous and even vulnerable.
Such people have personally victimized me, and I want to warn others not to get caught
up with individuals like this.
I am a single woman and presently I am not dating. Therefore, there is no strong male
figure to watch my back. Very recently, I found myself becoming a bank and loan center
for a married acquaintance of mine. This individual found himself in a great financial bind
because of poor choices he made, and having a desire to obtain material possessions that
he could not afford. The sad part about all of this is that his wife did not know that he
approached me for help, and she is the kind of woman who does not believe in doing
anything to help him get out of this situation.
Because she will not help him, and he cannot go to any other friends or family members,
he comes to me. I have helped him in the past and those loans had to become gifts
because he was not in a position to pay me back. The problem is that he keeps coming
back for more. Enough is enough! I am sorry that he is in that predicament, but it is not
my fault, and he should put pressure on his wife to help him and not continue to rely on
me.
Many years ago, God gave me a formula for giving wisely and I want to share it with
you. This is the formula: "Compassion minus wisdom equals foolishness." I try very hard
to remember it, especially when I am faced with the challenge of knowing when and
when not to be a giver. I understand there are people who do not care what the situation
is; they are not going to give. But there are times when we must use wisdom and not be
so quick to go in our pockets, especially when we are givers.
Giving is a gift that God has given certain people because He knows He can trust them
with money and they will do what is right with it (2 Corinthians 8:7). He does not want
them being taken advantage of. I want to encourage you to give and have compassion,
but know when it is time to do so and when it is not.
how they treat their clients and customers. Mind your Bizness will address many of the
areas that businesses fall short and the solutions to assisting them in keeping their
customers or clients happy and coming back, hopefully with a few friends.
In our first issue, I would like to address the importance of having a paper trail. In
addition, I will explain why verbal agreements and promises are not enough in the world
of business.
When two parties enter into a contractual agreement, both parties should be satisfied,
especially the one paying for the product or service. Written statements and copies, such
as proposals, letters of intent, promissory letters, and receipts give validity to the business
for all involved. These documents insure that both parties have an understanding and are
on one accord. If there is nothing written, the service provider can easily take advantage
of its client or customer or forget the agreement that was made by adding or taking away
from the original agreement, therefore causing their client or customer to become
frustrated and dissatisfied.
If someone is paying you for your service, he or she has a legal right to have everything
you are doing for him or her and/or promising him or her in writing. A verbal promise can
be gone with the wind, but a written statement or promise is legally and morally binding,
especially in a court of law. If you have a business, you should know this, and if you are
not doing this for your client or customer, shame on you. So, let's face it, some of you
businesses need to step up to the plate. Do the right thing!
One of the things that I find to be quite annoying is calling a business and having someone
answer the phone that makes you wonder why they were employed by that company or
business in the first place. You can tell those who take pride in doing their jobs and those
who take the pride out of a job, especially when it comes to answering the phone and/or
relaying a message.
There are companies and small businesses that have been in existence for many years and
they are doing well financially, but their customer service stinks! Why, because the
company hires people who just want a job, but have little or no regard for the customers
or clients. Then the company will not take the time to teach their employees telephone
etiquette.
Actually, telephone etiquette should begin at home. But this form of proper social behavior
or any kind of behavior for that matter, may not have been taught in the home. Therefore,
when they are hired to answer phones and relay a message, they terribly drop the ball. It
is manners and common courtesy to return a phone call within twenty- four hours but
you cannot do that if you have not received the message.
What is a company to do you ask? I am glad you asked. Train, train, and train some
more. If you do not care how your company or business is viewed, then do nothing, and
watch as you slowly lose customers and clientele.
Maybe as a business owner, you do not think that this is important. However, the person
answering your phone is a reflection of your business. Remember that the first impression
is a lasting impression. Also, keep in mind how you would like to be treated if you were a
client or customer. It is those little foxes that spoil the whole vine. You want customers to
speak well of your business and if your employees do not make you look good, well, I
will let you figure it out. Everyone wants to feel like he or she is important when he or she
calls your business. It is your business to hire people that will reflect this importance to
your customers.
What makes a business a good business? What boasts the moral of the employees? How
does the boss get the employees to work for him or her and enjoy doing it? Well, let me
give you the answer to all three of these questions. Teamwork! When a company makes
their employees feel like they are part of a team, success is inevitable.
I recall years ago when I worked for the Detroit Public Schools, I worked with a great
group of people and I had a great boss who knew how to bring the best out of each of
her employees and rewarded us for our efforts. We had the responsibility of increasing
students' grades, and test scores to prepare them for their GED tests. We worked
together as a team and exceeded the expectation of the entire region. We were
respectively given the name "The Dream Team." We worked well together and where one
instructor may have lacked in skill and ability another instructor would assist with the task
to get it done. We had more graduates, scholarship recipients and increased test scores
that anyone in the region.
This task was achieved because we operated with the mindset that we were a team and
each of us were allowed to bring our individuality and unique skills and talents to the table
to achieve a common goal.
This should be the flavor of every business looking to succeed. If you are an employer,
make employees feel appreciated and respected and they will make you look good every
time; and if you are an employee and you want some longevity on your job, become a
team player. Find out what you can do to bring cohesiveness to your work place. It starts
with having a great attitude. Remember, you are not a 'Solo Act'; you are part of a TEAM.
Remember the Gestalt theory which states, "The sum of the parts equal the whole."
And let us consider one another to provoke unto love and to good works; (Hebrews
10:24, KJV)
In today's work place, we are so consumed with achieving promotions and getting a
larger paycheck. You may be saying to yourself, "What else is there?" I am glad you
asked.
JOB SATISFACTION! Most people I know do not enjoy their jobs and they dread even
getting out of bed, because all they have to look forward to is going to a job they hate.
Now this deep rooted hatred not only affects these people mentally but it also affects
them physically. Obesity, hypertension, and strokes often happen as a result of being
unhappy with jobs. Unfortunately, most people end up staying at these jobs because they
want a substantial pension, they have too much debt, they do not have enough education
to get anything better, and/or they just do not see themselves doing any better. I am sure
there are other reasons why people stay at jobs they hate, but for whatever reason, it is
not good enough to cost you your health, and possibly your life.
I left my job in November of 2002 because I knew there was nothing else there for me. I
was miserable, and I suffered with depression and developed problems with lower back
pain. Although I did not know exactly what was ahead for me, I knew it was no longer
happening at my job.
If you are sick and tired of being sick and tired of your job, and it is affecting your health
to the point you can literally feel yourself dying, LEAVE! Even if it means going out on a
temporary medical leave to collect your thoughts, explore your career options and above
all get some much needed rest.
If you are one of those people who are stuck because you can not find a better paying job
right now or you are up to your neck in debt, just tell yourself, "This is just a temporary
time and place for me and I am just passing through. This is not home." If you confess
this and visualize yourself in your dream job or dream career, it will make this job
situation easier to bear. Now, if you have money put aside and/or you have benefits that
will allow you to take some time off, take time off and work on a game plan. Life is too
short to spend the first eight hours of your day doing something you hate doing, don't you
agree?
Choose a job you love, and you will never have to work a day in your life. - Confucius
A December Message!!
In the world of retail, many merchants are going to make more money this last month of
the year than in all of the other eleven months. When you cash out each night, I hope you
do not forget who made your profit possible, your sales associates and hard working
managers.
Do not forget to give credit to whom credit is due. A pat on the back is nice, a special
card of appreciation is fine, and even displaying the picture of the top sales person for this
month is great too. Ah, but I tell you what would be greatly appreciated by your staff, A
BONUS, a nice hefty one too. They have worked hard for you all year, now show them
how much you care by putting your money where your heart is, and dig deep in you
payroll bag and give your best gift. A nice bonus will be an incentive they will never
forget.
One of the biggest mistakes most people made for the past decade is allowing themselves
to become entangled with debt, especially, credit card debt. It is a new day; therefore,
let's handle our finances a new way. I am not a financial expert but I am a consumer and
I have learned some valuable lessons along the way. I have made a commitment to myself
to take control of my spending this year and go forward.
When you look at your finances, do you ask yourself if you did a little too much
unnecessary spending last year? Did you eat out a lot, and buy clothes that you can't wear
because you gained those 15 extra pounds? Now, here is the big question-did you use
your credit card for those delights? If you answered 'yes' to these questions, you may be
kicking yourself right about now. Do not panic, there is still hope.
Let me give you a bit of advice. Here are Tunishai's three keys for relief from financial
blunders.
1. Count the cost and make sure you can afford to make more than the minimum
payment on your credit card before making a purchase. Pay that item off as soon as
possible.
2. If you have a checking account, apply for a debit card, this way you will only
spend what you actually have in that account. Also, apply for overdraft protection.
3. If you have had a credit card for a year or more, call the company and ask them
about lowering your interest rate. Continue to pay your bill on time and stay in good
standing.
This is a new year and there should be changes made in our lives. Remember what Les
Brown (famous motivational speaker) always says, "If you do things the same way,
expect to get the same results." Start doing things differently in your life by starting with
your financial matters. You can do it!
Good money management is the area in which many minorities fall short in practicing.
One of the primary reasons is because they are often living from paycheck to paycheck
and robbing Peter to pay Paul. This practice has been passed on from generation to
generation. The only concept many of them have about money is that it is a means of
exchange, pay money and receive merchandise.
I am no money expert either but I have learned a few important principles along the way.
One of the most important of these principles is when you are getting ready to pay your
debtors, put aside at least 10% of your paycheck for yourself. Put it in a savings account
or other savings entities and forget about it. Treat it as though it does not exist. If you put
money aside for at least a year, you will be amazed at how much you would have saved
up.
You cannot manage money if you do not have anything to work with. You may have to
deny yourself of some of the luxuries you are use to, but you will be glad in the long- run
that you did not spend unnecessarily. It is so easy to live above our means and get into a
financial trap, and find ourselves with little to no money. Begin to consciously watch your
spending and make a real effort to save, then you can become a good money manager and
begin living with a peace of mind.
There is no business that is more important than having a handle on your own personal
life, and your resources, especially in the area of finances. There are predators that prey
on the kindness and generosity of people who are givers. Whenever they have a financial
crisis, they intentionally go to someone that they know is generous and even vulnerable.
Such people have personally victimized me, and I want to warn others not to get caught
up with individuals like this.
I am a single woman and presently I am not dating. Therefore, there is no strong male
figure to watch my back. Very recently, I found myself becoming a bank and loan center
for a married acquaintance of mine. This individual found himself in a great financial bind
because of poor choices he made, and having a desire to obtain material possessions that
he could not afford. The sad part about all of this is that his wife did not know that he
approached me for help, and she is the kind of woman who does not believe in doing
anything to help him get out of this situation.
Because she will not help him, and he cannot go to any other friends or family members,
he comes to me. I have helped him in the past and those loans had to become gifts
because he was not in a position to pay me back. The problem is that he keeps coming
back for more. Enough is enough! I am sorry that he is in that predicament, but it is not
my fault, and he should put pressure on his wife to help him and not continue to rely on
me.
Many years ago, God gave me a formula for giving wisely and I want to share it with
you. This is the formula: "Compassion minus wisdom equals foolishness." I try very hard
to remember it, especially when I am faced with the challenge of knowing when and
when not to be a giver. I understand there are people who do not care what the situation
is; they are not going to give. But there are times when we must use wisdom and not be
so quick to go in our pockets, especially when we are givers.
Giving is a gift that God has given certain people because He knows He can trust them
with money and they will do what is right with it (2 Corinthians 8:7). He does not want
them being taken advantage of. I want to encourage you to give and have compassion,
but know when it is time to do so and when it is not.
Mind Your " Bizness" By Dr. Tunishai Ford
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