Over the years, I’ve developed very strong boundaries in my business, which have contributed to its quick growth, and I coach a lot on setting and standing strong in boundaries with many of my clients. I wanted to share some of the ways I’ve created and strengthened the boundaries within the way I run my business so you can do the same.
Here are 4 ways that you can gracefully set boundaries in your business:
1. Have a policy page
For every product, program or service you offer, someone is going to ask you to do something different for them. It could be to offer it in a different format, at a different time or day, with a payment plan option, or dozens of other scenarios than I can’t possibly cover here.
As a general rule of thumb, don’t accommodate. Yes, there will be times when you make a different decision, but most of the time, stick to the parameters you created in the first place. You can’t please everyone, and every time you accommodate someone, you a) typically un-accommodate someone else who was just fine with the way your offer stood in the first place, and b) attract more people who will ask you to bend things for them in the future.
What do you do with the requests you get? Create a policy page from each and every decision you’ve made on how you will or will not run your business. Then when the next person makes a similar request, you simply send them to that page that explains clearly what your policy is, and that the policy applies to everyone. It takes the edge of it feeling like saying ‘no’ was a personal decision as much as it makes it super-simple for your team to handle these requests.
2. Be fair to ALL your clients
Being fair to all my clients is one value that I hold that makes it easy for me to be clear about the boundaries I have in place in my business. If you remember that it’s NOT that you aren’t willing or don’t want to be accommodating, but that it simply wouldn’t be fair to the rest of your clients and customers by doing so, it makes it much easier to say no graciously, and it keeps your integrity intact.
3. Have a buffer
Having someone on my team who manages these requests is imperative. First, as the business owner and leader of my company, it’s not the best use of my unique brilliance to be dealing with these requests personally. Second, my team is quite capable of knowing when a request may require my attention, and I trust them to let me know. And third, it makes saying ‘no’ less personal and much more graceful and respectful to the person making the request when they get an answer from my team instead of from me.
4. Be willing to let go
Ok, this one used to pop up for me a lot when I still struggled with a tendency to over-explain. I liked to craft just the right words to make sure someone understood my decision about something. I’ve realized that in doing so I wasted a lot of time, energy and emotion. So I stopped doing that for the most part. Once in a while when I found myself back in that loop again, and when I realized how much of my team’s time I was wasting, it bopped me over the head and I instantly went back to my short-but-sweet way of responding.
Here’s the thing: there’s always going to be a tiny percentage of people who want you to customize and accommodate them. But let them go play somewhere else. Because what happens when you stick to your guns is that you honor your value, your time, and your self-respect. You attract more clients and customers who are ideal and who are respectful of you and your team as well, and your business runs more smoothly and more joyfully.
Which one of these boundaries can you set in your business today?
“You either have excuses or you have results. Which one do you have today?”
This was a tweet posted by a former Platinum client of mine, Liz Dennery Marks, owner of SheBrand.com and Dennery Marks Inc., a very successful brick-and-mortar branding and celebrity outreach firm in Beverly Hills.
And it really struck a chord with me. Why? Because I’ve been having that conversation more often than ever lately, with both clients and colleagues.
So let’s see if I can help you figure out which is true for you:
Think of *one thing* in your business right now that is frustrating you.
Once you have that ‘one thing’ in mind, what was the next thought that popped into your head?
Was it…
– I’m waiting for so-and-so to get back to me first.
– I don’t have the time, money, resources.
– I don’t know what to do next.
– I’m not sure this is right for me.
– I’m feeling lost, confused, unsupported.
– Anything thought that has ‘yeah, but…’ in it
All of these thoughts and feelings are absolutely valid. And they are all excuses. Choose a different word than ‘excuses’, if you’d like, but if you’re not moving forward and getting results, then I’m going to suggest that the issue isn’t truly any of the above.
By the way, I worded it that way – ‘what’s one thing’ – on purpose, because how we do anything is how we do everything.
And that’s my intention here – to shine the light on the fact that as long as you focus externally as the ‘reason’ something isn’t working for you, you’ll continue to be frustrated and stuck.
I had a client who was frustrated by what she considered to be my lack of support of her and her business. When she shared this frustration with me, I didn’t get defensive or take on her frustration. What I did do was ask her a series of simple questions that drilled down to the real issue.
In this case, it was that she wasn’t taking any action, including asking her coach (me) for the support she needed. Once she realized that she had everything she needed to move forward, including the very help she was paying for, everything shifted for her. She began asking for direction and implementing the information she already had, and her business started flowing immediately.
But more than that, she realized that she was doing the same thing in her personal life with her husband. She was frustrated by his lack of support, and yet as soon as she asked for it, he immediately sought out ways to help her.
So let me repeat:
How you do anything is how you do everything.
Think about that.
I think if you’ve been a survivor of any sort, you can relate to Scarlett O’Hara from Gone with the Wind. Sure, she used her womanly wiles to get what she wanted, but hey… who hasn’t? (And men, you’ve got ‘wiles’ of your own, so don’t think you’re off the hook.)
When Scarlett tore down her mother’s green velvet drapes to make the dress that ultimately saved Tara from the tax collectors, it was ‘necessity is the mother of invention’ in action. It’s sheer ingenuity to look at those curtains, one of the only things left by the Yankees, and see a fancy dress that could be the solution to her problem.
Scarlett was smart, savvy and had the spitfire spirit of her successful entrepreneurial-minded immigrant father. Over and over, Scarlett relies on her wits to maneuver her way out of predicament after predicament. And maybe some of her actions weren’t those of a lady playing nice (like marrying her sister’s beau) – but to her, the end result always justified her behavior. She took care of herself and her ‘folk’ with no apologies – and she made riches from it.
So, how does Scarlett’s smart and savvy personality relate to your business?
Your biggest client decides to quit working with you, for no apparent reason, leaving you with a huge income hole to fill. Your shopping cart bills your customers three times for a single purchase. Your virtual assistant decides to fly off for a spur-of-the-moment week away, leaving you with hours of admin nightmare to deal with.
There isn’t a business owner around who hasn’t been surprised by these or similar challenges once they’ve been in business for awhile.
Yes, it would be nice to be prepared for all of our worst-case-scenarios with back-up procedures and the like, but please… especially if you’re the creative/idea type – who’s going to deal with all that detail for the ‘just in cases’? Not me…
When Scarlett turned that green velvet from drapery to dress, my heroine didn’t know she was carrying out a perfect example of exactly how to zig-zag your way very quickly from problem to solution:
Here’s how:
1. She stayed focused
Scarlett didn’t let herself get all spun up about only having one dirty dress to wear, picking cotton herself, or having no food to eat during the war that was going on around her. What she did was stay focused on the task at hand: saving Tara.
All the decisions she made and actions she took came from focusing on that single goal.
2. She quickly shifted priorities when necessary
Scarlett’s mantra of “I can’t think about that now. I’ll think about it tomorrow” kept her focused and on task, and allowed her to shift her priorities when necessary.
3. She was willing to fail quickly
Scarlett made a decision and took action. If things didn’t work out the way she wanted them to, she took stock, made another decision quickly, and took action again. By being willing to fail quickly, instead of trying to figure out and manage all the potential pitfalls beforehand, she was able to rebuild her life on her terms much more quickly.
4. She was open to receiving
So maybe marrying two gentlemen she wasn’t in love with for all the wrong reasons doesn’t speak well of her heart, but Scarlett saw both marriages as a solution to a current predicament.
She wanted to stay close to Ashley Wilkes so she married his brother-in-law. She wanted $300 to pay the taxes on Tara to keep it, so she married her sister’s beau to get it. She wanted the store and mill to make more money, so she did business with those who were willing and able to pay, even if it was with the Yankees and carpetbaggers.
5. She didn’t let anyone stop her
Whenever Mammy protested Scarlett’s plans, Scarlett persisted. When her sisters protested her behavior with her gentleman callers, she persisted. When she wanted to hire convicts as laborers for the mill, and both the men in her life told her it was wrong, she did it anyway.
If you know that a solution you’ve figured out is right for you, don’t let anyone talk you out of it. Even if it doesn’t work out, at least you know you stuck to your guns and your integrity to yourself is intact.
And lest you think I’m blind to some of the deeper layers of Miss Scarlett, let me assure you that no one is more satisfied than I when Rhett tells her, “Frankly, my darling, I don’t give a damn.”
And yet you can’t argue with her results.
I’ve been spending a lot of time lately getting ready for 2011 – planning, organizing, strategizing, visioning, and more. Once again, there are many transitions and transformations on the horizon for me and my business, and much to do to prepare for them, so I’m making space and opening the flow.
In Part 1 of this article, I shared 3 ways you can make space in your business. Now here are 3 ways I’m opening the flow in my business that you can do too:
1. Escape Email Overwhelm
The number one distraction to moving your business forward by leaps instead of baby steps is email. So here’s my system for handling email overload. If you can practice this 80% of the time, you’ll be way ahead of the game.
a. Delete: scan and delete junk emails first
b. Move: move any emails into an appropriate folder – and create a rule to make that happen automatically
c. Delegate: delegate any emails that should be responded to by someone else
d. Respond: respond to any emails that only YOU can respond to
The goal is to only have emails in your inbox that require action from you!
2. Track your money
One of the easiest ways to open the flow of money in your business is to start tracking exactly how much comes in on a daily basis. I give each of my Platinum clients a money tracking sheet that makes it super-simple for them to implement this tip, but you can create your own very easily.
Just create a simple form that lists the days of the month, with your monthly money goal listed as well. Each day fill in the amount of money that came into your business, and don’t forget to include affiliate payments and any other sources of revenue as well.
Just by paying attention to what’s coming in will open the flow to more, and before you know it, all the days of the month will be filled in with a number!
3. Don’t overbook
When putting together your master plan for 2011, make sure you don’t overbook yourself. If you do, you won’t leave space for other opportunities to show up that you likely aren’t aware of yet.
When I completed my own master plan for 2011, and then just recently with my Private Platinum clients, it was complete, but not overbooked. There was time off, as well as space for other exciting possibilities to come up.
I’ve been spending a lot of time lately getting ready for 2011 – planning, organizing, strategizing, visioning, and more. Once again, there are many transitions and transformations on the horizon for me and my business, and much to do to prepare for them, so I’m making space and opening the flow.
Here are some of the ways I’m doing this in my business that you can do too:
1. Clean Up Your Business Time
Time is your only non-renewable resource. If you’ve ever experienced days when you don’t know where the time has gone, but you do know you haven’t accomplished much, then you need to take a serious look at just what is eating up those precious minutes. My coach’s request of you is to track your time for the next two weeks. Like a food diary makes you intensely aware of what you’re eating, a time log will allow you to quickly and easily identify where you’re frittering time away.
Most likely culprits?… Email and TV (yes, I know some of you are ‘watching’ TV while you’re online, and no, that’s not multi-tasking, that’s just pure distraction).
Once you are aware of where your time is going, make a conscious effort to redirect it to more productive – or even more restful – activities. Turn the TV off (or TIVO/DVR whatever it is you must watch and give it your full attention later). And don’t leave your email open all day long! Allot specific time to read and respond to it instead.
You’ll be amazed at how just doing this simple exercise will free up the time you want for more important (and fun!) things. (Be sure to read Part 2 of this article next week where I’ll share more specific and effective tips for handling email overload.)
2. Clean Up Your Business Space
Now is a great time to go through your files – computer and physical – and delete or organize them for moving forward to 2011. I spent several hours going through my physical files recently, shredding lots of documents (I love to purge!), and setting up new files for my new Platinum clients as well as empty files for the ones yet to come. During this process both online and off, I also found a lot of gems I’d forgotten about – pieces of content, systems and processes, tools, resources, audios, and more.
And now that I have a recent visual in my mind of what’s in my files, it’s literally at my fingertips as I move forward in building my business. As for my computer, I actually went so far as to purchase a brand new laptop, and I’m being very discerning about what gets transferred over from my old PC to the new. Energetically and electronically, I can feel how much more open the flow is by doing this.
3. Clean up Your Business Circle
This one can be a bit difficult, but it’s necessary to prune the people you surround yourself with from time to time. It doesn’t mean you have to completely disconnect from them (unless they’re just weighing you down energetically), but do make a conscious choice to spend more time in the company of those who lift you up.
Let me give you a simple example. If you’re on someone’s ezine list just because everyone else is or you feel like you should be, but you either a) don’t read it or b) don’t feel good when you do read it, just unsubscribe and allow the space for something that resonates with you to take its place.
Or maybe you’re part of a mastermind group that you feel you’ve outgrown. Now is the time to graciously bow out. Once you do, you open the space for a new group to form around you that better supports where you are now.
How are you making space and opening the flow for the new year?
As we head into the season of giving, now is a great time to show appreciation to your clients and customers. Taking the time to give thanks to your clients will set you apart, increase loyalty, improve retention, inspire more sales, and deepen relationships that last long after the initial sale.
Here are 10 easy ways you can say thank you to your clients:
1. Greeting Cards
My husband often teases me that I should own stock in Hallmark for the amount of money I spend a year on cards. I love to send cards, for a specific reason or for no reason at all.
For business, you’ve probably heard of SendOutCards (and no, I’m not an affiliate or a distributor). I get a lot of cards this way and it helps to deepen the relationship for me. And it’s a super-easy way for you to do that with your customers too.
2. Personal Notes
I love to send personal notes too. I have specially designed notecards that I send when I just want to connect with someone after a particularly powerful coaching call, when someone makes an investment in Platinum, when I’ve made a special connection with someone in person, or when a client just needs a little cheer.
3. Invitations
One of the things you can do for your top clients is to invite them to a special event just for them. It can be a lunch or dinner at an event you’ll all be at, or carve out a portion of your own live event to spend time just with them.
You can also invite them to special teleseminar or webinar where you offer them free content just for being your top clients.
4. Small Gifts
Flowers, books, a mug, or something more specific are all thoughtful gifts for clients. They can be sent for certain occasions or just because (that’s actually my favorite way to send a gift).
5. Gift Cards
These days you can get gift cards for almost any product or service. Some companies, like Starbucks, offer having your logo or business name imprinted on them. Other ideas besides coffee include restaurants, movies, bookstores, office supplies and online vendors like Amazon.
6. Referral and Affiliate Rewards
Even if your referral or affiliate programs offer a commission on each referral, sending a personalized note along with it will go further in encouraging your network to continue to promote your offers into the future.
7. Reverse Referrals
Whenever appropriate, refer your clients and customers to others whom they will benefit from. Making this a part of the way you run your business will come back to you ten-fold as it shows the Universe your belief in abundance.
8. Customer Appreciation Days
Pick one day a year to designate as a Customer Appreciation Day to celebrate your clients. Make a special offer only to them and make a lasting impression.
9. Host Events
Host a gathering at the next event where your clients and customers are likely to gather. A Tweetup is a popular way to connect with both current and prospective clients and they are super-simple to set up and cost you nothing but a bit of time. You can also hold a virtual event anytime you want to bring your clients and customers together.
10. Life Events
Weddings, baby showers, major moves, book contracts, big speaking gigs, TV spots, or any other major event warrants an acknowledgment. A nice card or personal note, or even a quick phone call, will make you memorable for sure.
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