Do You Like Me? Check YES or NO

I’ve been trying to eat healthier, just like everyone else, but occasionally I “fall off the wagon.” Such was the case recently when I walked into a restaurant with every intention of eating something good for me, until I saw the day’s special: chicken fried steak. Now, I’m a southern girl, born in Alabama and raised in Texas, so it’s just about a sin for me to never eat anything like that, so before I knew it, I heard myself ordering, “Chicken fried steak, please.” “Gravy, ma’am?” he asked. Ha! Chicken fried steak without gravy?! Now that would be a sin!

The gentleman (who appeared to be the manager) then proceeded to tell me that it’s their “new and improved” chicken fried steak and assured me I would love it. But guess what? I didn’t. In fact, it was so bad, I only had a few bites. So did I tell them how terrible it was and ask for a refund? No. Should I have? Maybe. Rarely am I in those situations as I’m pretty easy to please, but when I am, more often than not, I usually wait until the waiter asks if something was wrong with the food. (Again, I’m a southern girl and my mama taught me to be polite.) But what if the person who told me how wonderful it was had asked me to tell him afterwards what I thought about it? Would I have then felt more comfortable giving him feedback? Absolutely.

Sometimes in business our products or services aren’t as great as we think they are, but few people provide us with that feedback unless we ask for it. Most people don’t want to take the time to deal with a product or service they’re unhappy with, so they just go to a competitor. But if we had have asked them for feedback, the situation could have had a completely different result.

Do you have a feedback form you supply to every customer? If not, you should. Ask them the same types of things you’d see on any other survey, such as their overall satisfaction with the product or service, the timeliness, the customer service, etc. Heck, even a form as simple as the little notes we had in elementary school is better than nothing at all:










Knowing if you are delivering a quality product or service is key to winning repeat business. You may not like all the feedback you get, but at least it gives you a chance to improve and address issues as they arise. You can also use the positive feedback on your website and social media sites to help promote your business. And if they check, “NO,” they don’t like you, do what you can to change their minds, but then move on. Remember, you can’t please all the people all the time – hopefully your mama taught you that, too.

Wisdom from my Grandfather...

My grandpa passed away this Tuesday – 11:14 in the morning. I know because my mom called, and I just knew. I looked down, for some reason marking the time. “Grandpa Up North” my kids called him. He had pancreatic cancer and a host of digestive problems, and sadly it came back last week, and he couldn’t fight it anymore. He was a great man, served on a diesel sub in the Navy in World War II, and we really miss him.

I know my memories of him will always be happy ones. I honestly cannot remember any time with my grandparents that were awkward or difficult. When I talked with my dad yesterday, he said it best – they were very accepting of everyone in the family, all their friends, everyone really. Grandma and Grandpa were married for 64 years and loved each other dearly. And my beautiful wife of 17 years and I want to be just like them when we’re in our eighties.

It’s weird when you reflect on things, and how sometimes through the tears and memories, something becomes crystal clear. As much as we wanted Grandpa to live forever, it was his time. We all pass on at some point, some earlier than others, and it’s a decision that is made for us. Sometimes in business it’s the same way. We hang on to service offerings, underperforming employees, bad branding, and so on well past when we should. Why?

It’s okay to “remember the good times,” to reminisce about that huge client we landed, or about our star performers. There comes a time, though, when we have to step back with fresh eyes and brush off the emotions on our sleeves. We have to recognize that the direction we’ve taken or the employee we are paying is not working out anymore. We have to let them go, let them “pass on.”

This may sound harsh, but I don’t mean it that way. Early on in our business, we hired a high-level VP, who happened to be a friend of mine I’d known for awhile and who I’d also worked with previously. Less than six months in, we knew this was not the job for him, but we languished and fretted and spent an inordinate amount of time with him (and behind the scenes) trying to make it work. We should have let him go, and he would have been able to move on to a role that he would have been more successful in.

We also held on to our consulting practice for much too long, and it impacted our working capital for the recruiting division, with which we had loads. By the time we sold it, we’d spent way too many dollars and salaries in a business that was too competitive at the time, especially with the economy worsening with each passing day. But live and learn, right?

My grandpa always had great advice. He owned several companies, had been broke twice in his life and had also come back strong. He said you have to always be true to your word, and a handshake is your bond. He was honorable and wise, and I’m so glad I was able to have him in my life for so long. He would have wanted me to follow this and learn from my mistakes, and I will always have that advice as one of many happy memories to take with me.

Love you, Grandpa!

Nice Guys Should Finish First

I remember interviewing for my first recruiting job about 15 years ago. One of the oddest questions I got during the interview was, “Do you speed when you drive?” Huh?? My first thought is, “Yes, but should I tell you that?” My second was, “I don’t lie, so I guess I’m going to have to just fess up.” So I said, “Yes, I have quite a few speeding tickets actually.” Well, that got me the job since she was looking for folks who were aggressive.


Thankfully the environment at that job was great and there were just a handful of people who were so assertive that they rubbed others the wrong way. And, thankfully, I have not worked in offices that were extremely cut throat, but I’ve heard they’re out there, and I’ve certainly met some people who I’d deem as being overly forceful in how they approach business. But are those the types of people who are most successful or do nice guys ever finish first?


My husband and I started our agency back in 2002, and we purposely looked for people who could “play well with others.” We wanted a culture that could be successful, but also pleasant. Sure we had opportunities to bring on “sharks,” but we opted to hire people who worked hard, but also had decent soft skills. Our preference was direct and ambitious; tactful and considerate.



WHY MUST IT BE ONE OR THE OTHER?

I’ve always been all those things. I’m also aggressive, but not in an “aggressive” sort of way. I believe it’s important to push your clients / coworkers / employees / etc. a bit when you feel strongly about something (such as a terrific candidate), but when you come at it from a true desire to help and are respectful, you won’t usually make enemies.

Nice guys may not always finish first, but they certainly should in my opinion. And regarding the speeding tickets, I do have plenty under my belt, but hey, that was back in college and I now pay my own insurance, so that makes a world of difference.

Get Smart. Get Good Advice.

You’re supposed to be the shining example, the solid rock your company was built on. The mighty King of your castle. Why does it not feel that way sometimes? Ever feel lonely, closed in with no one to share your thoughts and concerns?

A few years back, we sold our consulting operations arm to a Top 10 public accounting firm. Initially, only the partners knew what was going on, and we later brought the team into the loop. Thankfully things went well through the process, due in part to our own experiences, as well as having some good advisors. This is key. Do you have someone to go to when you have big decisions to make? If not, here’s what I’d suggest:

1. Build an Advisory Board. This is critical. I’m not talking about the super formal, fiduciary responsible, Board of Directors. It is good to set up an agreement freeing your Board members from fiduciary responsibility, perhaps even getting Directors and Officers Insurance (“DNO”). Five to eight members is a good number.

2. Meet with your Board quarterly if possible. Strong board members like to get together with other “big boys.” Open your books, let them blast you with advice and help you steer the ship. Then, take them golfing, eat a steak dinner, have some drinks to show you appreciate them.

3. Talk to your Pastor and to God. Yep. I said it. Regardless of your faith, this is a great way to pour out your heart and get some good advice. God exists whether you believe in Him or not, so maybe it’s about time you have a chat with Him. And talking with a pastor/priest/rabbi/etc., can’t be a bad thing. After all, you’d be talking with His right hand man, right?

4. SCORE. No, not a touchdown. I’m talking about the Counselors to America’s Small Business (http://www.score.org/). The site is chockfull of business advice, tools and templates, and SCORE mentors can assist and mentor you as your business grows.

5. The Small Business Administration. Whether you’re thinking Uncle Sam is a beating right now or not, the SBA (http://www.sba.gov/) is an excellent source for your business. If you are thinking about getting a loan, building a business plan, etc., they can offer good advice.

6. Entrepreneur’s Organization (EO). This is a great way to meet entrepreneurs just like you. Join a group of business owners that are not in your industry (so you don’t have to worry about what you say) and bounce ideas off of each other. You can join the group by going to http://www.eonetwork.org/ and be on your way to greater success.

7. Vistage Coaching and Leadership. Vistage (formally TEC) is a worldwide executive coaching organization with chapters you can join to meet with CEO’s in small group settings. Each CEO is from a different industry to prevent competition and to allow you to “speak freely.” The monthly sessions are confidential, and the groups are usually led by an executive coach (http://www.vistage.com/).

8. Talk to Fellow Entrepreneurs. You can get insight from your grocery store manager, your lawn service owner, insurance executives, CPAs, IT support companies and more. Every industry has common problems like human resources challenges, technology issues, hiring / firing scenarios and more.

9. Listen to You. As you build a company, you’ll need to learn to rely on your internal compass. Some call it your conscience; others call it your gut. Whatever you call it, sometimes you have to make the call when the path is not clear, and if you bog yourself down in countless hours of indecision, you may miss the boat.

10. Google It! There’s nothing like a search screen and “I’m Feeling Lucky” to do some quick and dirty research on what you’re looking for.

11. Go to the Library. I know … it takes so long, you don’t have time, blah, blah, blah. However, remember the library isn’t just for your kids. Your local librarian has a wealth of knowledge and a penchant for research, so dust off your school shoes, grab your backpack and climb the steps to your library. You’ll be amazed at what you find.

12. Talk to your CPA or your Attorney. This goes without saying, and you can add financial advisor, insurance executive, wealth manager and others. You pay for their advice, so get good ones and let them help you. Just remember that ultimately, you make the decision.

There are countless of ways to learn, and the wisdom of millions of others who have gone before you is available to you if you’ll seek it. Stay grounded, open to new ideas and always harvest your thirst for knowledge. It will take you far. In the meantime, if you have other ideas, please send them my way. I’m always open to others’ insight!

Meatloaf for Dinner

Ever get in a rut and repeat the same patterns in your life over and over and over? You know you want to try other things in life that sound interesting, but you never actually do it? Take that awesome recipe your friend gave you after you raved about dinner. How many times have you made it? Once? Twice? The majority of us would probably answer none. Instead, we whip up another meatloaf while dreaming away about lobster tail sautéed in buerre monte (I must admit I had to look that up, but apparently “buerre monte” is more or less melted butter in case you’re wondering).

Which would you prefer?



When it comes to work, or in life, sometimes what we’re doing just isn’t working or it isn’t any fun. Dr. Phil says, "My definition of insanity is doing the same thing repeatedly, and expecting different results." If you are in sales and you’re pursuing clients without actually winning them, then change up your strategy. If you keep butting heads with the boss/a co-worker/your spouse, rethink your approach with them. If you go to work, come home, repeat the same pattern the next day, and are totally bored to tears with your life, then get a hobby. You only get one life and times a’wastin’!

Sticking to the same ol,’ same ol’ in a job may be working just fine for you. If so, good for you. If not, you’ve got to step out of the box and try other things. Not sure what to do? Google it! I have no idea what we did before Google, but we all know that now you can find anything on the internet for any situation. Don’t wait for a better time, because we also all know sometimes that never comes. Carpe diem! (“Seize the day” in case you missed Dead Poets Society).

I don’t know if this blog applies to you, but I, again, must confess. I don’t know if I’m the pot or the kettle, but I’m definitely pointing to myself in the mirror on this one. Now I have to go make dinner. Meatloaf. Nothing against meatloaf, but man that lobster sure sounds good! In all fairness, I don’t have any lobster lying around right now, but I do think I’ll try something new this week. How about you?

ECC Hiring Solutions Receives 2010 Best of Flower Mound Award for 2nd Consecutive Year

Press Release

FOR IMMEDIATE RELEASE

ECC Hiring Solutions Receives 2010 Best of Flower Mound Award

U.S. Commerce Association’s Award Plaque Honors the Achievement

NEW YORK, NY, September 2, 2010 – ECC Hiring Solutions has been selected for the 2010 Best of Flower Mound Award in the Business Consulting category by the U.S. Commerce Association (USCA).

The USCA "Best of Local Business" Award Program recognizes outstanding local businesses throughout the country. Each year, the USCA identifies companies that they believe have achieved exceptional marketing success in their local community and business category. These are local companies that enhance the positive image of small business through service to their customers and community.

Various sources of information were gathered and analyzed to choose the winners in each category. The 2010 USCA Award Program focuses on quality, not quantity. Winners are determined based on the information gathered both internally by the USCA and data provided by third parties.

About U.S. Commerce Association (USCA)
U.S. Commerce Association (USCA) is a New York City based organization funded by local businesses operating in towns, large and small, across America. The purpose of USCA is to promote local business through public relations, marketing and advertising.


The USCA was established to recognize the best of local businesses in their community. Our organization works exclusively with local business owners, trade groups, professional associations, chambers of commerce and other business advertising and marketing groups. Our mission is to be an advocate for small and medium size businesses and business entrepreneurs across America.

SOURCE: U.S. Commerce Association
CONTACT:U.S. Commerce AssociationEmail: PublicRelations@uscaaward.com

###

Listen First, Follow Instructions, Complete Task. Repeat Often.

Do you have kids? I’ve got two wonderful kiddos, and I wouldn’t trade them for the world. They each have their gifts and talents, and just a small handful of “areas for improvement.” Specifically, the younger one has a focus and attention span problem. He’s a boy – go figure, right?

The other day we’re doing the nightly drill. Here’s how the conversation goes -- verbatim (he’s nine by the way):

“It’s time to get ready for bed, bud. You need to take a bath – wash your hair with shampoo and bath your whole body, including under your arms. Can you repeat that to me? Great. Be sure to dry your body and hair off with your towel and then hang it up. Oh yeah, and you need to put your clothes in your hamper, and make sure the bathroom is clean. Son, what did Dad say? Ok, great – see you in a few. You need to be done by 8 o’clock, so get going!”

My wife and I have had this conversation probably 1,000 times. Same drill, same words, same results. Without fail, however, he comes down with soaking wet hair, and soaking wet clothes, considering he forgot to dry off. He still smells faintly of something “outside,” and upon inspection, the bathroom is a war zone. His clothes are on the floor in his room, always inside out, and they’re mixed in with the books and toys that are strewn all over the floor. Mind you, his room was clean 30 minutes before, but who am I to judge?

So what happened? Granted, he’s nine, but I’ve also seen this same production over and over at work and in life (ok, maybe not the exact same, but hopefully you get my point). Have all those video games, iPhones, “CrackBerries” and 50 voicemail boxes distracted us from being razor focused? Why is it so hard to convey a message and get things accomplished correctly the first time? “Well, it just is, you knucklehead, and move over – I can’t see the TV!”

Huh? Listen, I know it’s hard, and frankly your boss may the problem (really?). But if you’re going to be a rising star in your company, you need to be able to get things done quickly and accurately, and you need to go the extra mile.

Here are some tips that may work in business and in life:

1. Clear your mind. Literally – you have to stop all those thoughts racing around in your head and save room for what you are about to hear. This can be hard when you have a ton of deadlines looming, your kids have that science project due tomorrow, and your wife needs you to cut the grass. But try it, ok? It helps a lot.

2. Look people in the eye and focus. People get annoyed when you don’t look them in the eye when they are talking to you. It comes off as disrespectful. Close your laptop, turn towards them with pen in hand, and give them your attention.

3. Listen and repeat back what you heard. Simple, right?

4. Carry a small notepad in your back pocket with a small pen. When your boss hits you up at the water cooler with something to do that “just can’t wait,” you can write it down so you won’t forget.

5. Ask questions so you understand what you need to do and perhaps why. The “why” part is your call depending on the nature of the task. If your boss asks you to weather strip his house, a why question is definitely in order.

6. Learn to say “No.” Yes. I mean, yes, you heard that right. Sometimes, there are things that you don’t need to do right now or ever. If you are always saying yes to every request that comes your way, people will take advantage of you. You have to protect your time.

7. When appropriate, delegate the task to someone else. This is Leadership 101, and your boss and others will look to see how you handle your workload. People want to see how you can manage the work effort amongst your team, and the way you do that is by delegating tasks to others so they can grow and learn.

8. Prioritize. You don’t have to do everything now. That goes without saying, but sometimes you get frazzled because it seems like everything is piling up with no place to go. List out all your tasks in your favorite planner or your trusted notebook, assign an A-B-C priority to each one, and give them a deadline. Remember to delegate those tasks to others that you see fit, then determine what you need to accomplish today. Voila.

9. Just Tune Out. “I’m sorry, what did you say? Seriously, are you nuts?” No, this is great advice. Sometimes, you don’t have to pay attention (I’m not referring to your boss, of course). This is not your fight. So go ahead, think about your weekend plans, your tennis date, or don’t think at all. Feels good, doesn’t it?

10. Don’t tune out your wife, either. (Had to put that since she reads my blog.)

Hurry Up and Wait

I love my hiring managers. As a recruiter, I’m supposed to say that, right? Well, if we’re being totally honest here, I do love some of my hiring managers, but others … not so much. Being in the recruiting business requires you to work with hiring managers, whether you are a corporate recruiter, agency or independent. They are the ones who give us the job orders / descriptions to work with, and ultimately the money for our paychecks, but not all of them do it the same way. For example:

Hiring Managers We Love:
· Provide detailed information about the job beyond just the required skills, responsibilities and education. This includes things like company history and culture, team dynamics, manager styles, career path, reason the role is open and how long it’s been open, what type of personality that works best there, etc.
· Give feedback on resumes within 24-48 hours.
· Make time to interview candidates.
· Make decisions quickly.
· Make fair offers.
· Have a tried and true on-boarding process.
· Get involved in the hiring process to help “sell” their position/company to “A” candidates.

Hiring Managers Who Need Improvement:
· Provide a job description that does not include everything listed in the top bullet above.
· Tell recruiters the job is urgent, then go MIA (missing in action).
· Take what seems like forever, or never, provide feedback on resumes or after interviews.
· Miss or repeatedly reschedule candidate interviews after they’re already set.
· Want to continue interviewing more people after they’ve interviewed a candidate they like.
· Make low-ball offers.
· Don’t have everything ready for the candidate’s first day (e.g. computer, assigned cubicle, mentor, etc.).

The “hurry up and wait” syndrome seems to be a reoccurring trend right now. Several job orders are deemed urgent where the manager expects you to jump through hoops, but then never gets back to you. That happening once in a while may be understandable, but on almost all job orders from that manager? Hmmm…. So what can be done?

I attended the annual TalentNet Live (TNL) conference this past week (which was great by the way: http://wordpress.talentnetlive.com/), and one of topics covered was about partnering with your hiring managers. Below are just a few ideas of theirs and my own for preventing these problems from arising:

· Ask manager up front things like:
- “What keeps you up at night?”
- “What projects are coming up that we can be proactive on with our searches?”
- “What can I do to improve the recruiting process for you?”
- “Why do you work here?” (helps to sell the role to a candidate)

· Tell him you hope to build up trust so you can set up interviews for him even if he hasn’t seen the resume yet.

· Get times the manager is available to speak with you, as well as to interview. Be sure to find out what’s the best way to reach him and get a backup contact for when he’s not available.

· Set up a post-interview feedback meeting before the interview even takes place.

· Find out the process for gathering feedback from multiple interviewers. If it seems unstructured and/or that it could slow down the process, provide them with a simple feedback form that can be filled out quickly and returned to the hiring manager.

· Tell manager if he doesn’t provide feedback within 24-48 hours, you will assume the role is no longer urgent and will go ahead and close it. (Bold, I know, but I love this idea!)

Again, just a few ideas, but these could get you started if you’ve encountered hurdles. Remember to present yourself as the expert up front and spend some quality time with your managers. This will allow you to partner with them rather than just be an order taker. If they balk at meeting with you, remind them that it will save them time and money on the back end. Good luck!

“Make Your Hiring Managers Your Partners”
Michael Goldberg, Freeman’s Talent Acquisition Leader
Mark Sullivan, Time Warner Cable’s Director of Talent Acquisition (TX region)
Marianthe Verver, NeoSpire Managed Hosting Recruiter

Making Money the Old Fashioned Way

I talk to hundreds of business owners every year in industries such as recruiting, consulting, advertising, technology, insurance, wealth management, and the like. We all discuss the typical things - the economy, healthcare, the Dallas Cowboys (doesn’t everyone?).  Then we get to how business is doing.

Here are the top five things I hear the most – do any of these sound familiar?

•   “We can’t get enough business in the door.”
•   “If we could just get some qualified leads, we’d be able to close them.”
•   “We have some strong leads in the pipeline, but nothing seems to close.”
•   “Our margins are getting squeezed to the point it doesn’t make sense to win.”
•   “I’m having trouble with my mother-on-law.” (Not really. Just seeing if you’re paying attention.)

Even though we’re starting to see some life come back into the economy, times are still tough. Most people have not been through a down cycle this long, and they’re not sure what they should do to keep their business running. Sure, we had the tech bubble crater along with the Internet meltdown, and, of course, 9/11 brought things to a halt. However, things had gone along so well for so long that some people forgot how to win customers, build relationships and hunt for business.

Here are 5 sure-fire methods that will help you do just that. They're all number one in my book, so I numbered them that way (which is my way of saying the numbering function in blogspot does not work well with spaces, but I digress).  I’m not saying these are a guarantee mind you, but they are sustainable best practices in any economy.

1. Be the Expert. At something. I know someone who is known as “The Recruiter Guy” in the blogging world. Your company, and you, should be known in the industry as the Go-To organization/person for information on the topic. If you’re a wealth management recruiting firm, then start a newsletter and/or blog to share relevant information for wealth managers.
2. Be a Connector. I’m not talking about connecting the dots (even though that’s fun with the kiddos). I’m talking about people. I am a 100% believer you have to connect people you meet with people you know. Not just some of the time, but all of the time. For example, let’s say you meet an IT vendor at a trade show, and you introduce him via email to a consulting firm CEO you know. Here’s a great way to do this:
   

   “Gary, it was a pleasure seeing you at the event last night. It’s always good to connect, and when you mentioned you wanted to meet recruiting firm executives, I naturally thought of John Smith with XYZ Staffing. John is a friend and colleague I’ve known for years, and he’s an expert in the technology staffing arena. His company, XYZ, focuses on all things IT, and they provide IT staff to Fortune 100 and middle market companies in the Southwest region. John, Gary and I met at TechNet 2010, and I was impressed with his IT management services knowledge. He helps companies just like yours with their IT needs. I hope this is a great connection for you both, and regardless, you will have met a new colleague in the industry. Make it a great day, Best Regards, Steve”

3. Be Disciplined. This goes without saying, but how many times have you started a sales campaign only to have it peter out after a week or two? If your strategy is to mail a letter first, then a brochure, then a compelling case study, etc., then by all means do that. If you are supposed to follow up with a phone call introducing yourself to see if they got the information you sent, do that. See a pattern forming? And be sure to document every contact attempt, every result, and every follow-up activity. I know it’s no fun, but it’ll be worth it. And when those alarms go off that you’re supposed to follow-up via an email or phone call, do it, and while you’re there, set up another follow-up task. There is truth to Nike’s tagline “Just Do It,” but it goes further. Just Do It Often and Over and Over and Over.
4. Be Compelling. Buying a car is a beating. It is, and I hate it. They know you want to buy a car, you know they know, and who the heck goes in there to shoot the breeze anyway? You think they’re screwing you somewhere no matter how much research you do, right? But there are those car sales professionals who compel you to buy. They ask the right questions, let you take a test drive, even keep the car over the weekend. They learn what you like, what’s important to you, and they answer any questions you may have. Even the ones you don’t. They might even take out your trash for you, wash the dishes … wow, you’re still with me after this LOOONG blog! The point is this – you have to give a person a reason to buy, paint a picture of value, and how your product/service will benefit them. Then you have to ask for the sale. Don’t forget that, right?
5. Tri-Networking. What the heck does that mean? And no, I didn’t misspell it (“try networking”). I’ve coined a new phrase for networking, because I believe it takes a three-pronged approach to build the right relationships.

• First, you have to network at events and industry organizations where your target customers will be. That’s a no brainer, but typically your competitors will be all over that, too. Go a step further though: sponsor events, speak at meetings, and volunteer to help the organization. It helps.
• Second, attend trade organizations and networking events where your target customers’ vendor partners will be. These companies do business with your customers, and they are not competitors of yours. Take recruiting for instance. Recruiters need CPAs, attorneys, property & casualty agents, health insurance agents, technology vendors, and more. Help them out, refer them to potential customers of yours, and they’ll do this in return.
• Third, attend networking events, trade shows and seminars/meetings where your customers’ customers will be (that’s a mouthful I know). It’s a great way to get referrals once you build a relationship with them.

I know it’s hard to do all this, and even harder to stick to a plan. Keep it simple and stay the course, and good things will follow. Now hop to it.