Three things never to do in front of your client

1. Never openly discuss money, or money issues. If there is a valid question, bring it up in private with your client contact -- never in front of other people. Money conversations are best handled one-on-one.
2. Never dress like you're cleaning your closets, or like you're about to appear in a video as Hoochie Mama #3 or Thug #2. Dress appropriately for the site and situation. If you could rival Britney Spears, Kevin Federline, or even Paula Abdul, you're probably not dressed for business. Whether it's a short meeting or all-day presentation, remember, this is business. Dress for such.
3. Never bad-mouth. This means anyone, ever, especially to a client. If you are having an issue that needs addressing, deal with it privately, and in a professional manner. Watch how you phrase what you say -- and remember, if you come off too negative, it will reflect poorly on you, not the other person.

Be always on -- not just in the office

Be aware that any interaction is a potential business interaction.

I recall a speaking colleague telling me about a time he was behind schedule and rushing to get to an interview. As he arrived (late) to the downtown building, he sped up to get a space in the parking garage. Another car cut him off, nearly hitting my friend. Both cars stopped momentarily. My friend made a not-so-nice gesture, parked his car, and went upstairs to the interview.

And who was his interviewer? Yep, the guy he just flipped off.

Moral of the story: always bring your best self -- not just when you're at your desk. You never know when you're faced with a potential business contact -- or opportunity.

I love this commercial that illustrates this principle:

One step to better meetings

This week, my Effective Meetings class was in full swing. We usually kick off by sharing what we hate most about meetings. No matter where I go, no matter which client I see, I always hear the same top three complaints:

• Meetings are too long.
• There are too many meetings.
• Our meetings go off topic, and nothing gets done.

So the next time you plan a meeting, what can you do to ensure that the meeting starts and ends on time, no one talks out of turn, and work gets accomplished?
One small tip to move you in the right direction: Use an agenda. And stick to it. End on time, follow up with action items, and circle back in a week to see if those action items were done.

Yes, you have to proofread every email

The wonderful thing about the human brain is that it knows what it just did. You meant to spell correctly, and you knew you put everything in the correct context, so it's right, right?

Not necessarily.

I encourage all my clients to re-read every email -- even one-word messages, like: "thanks."

Why? Because I've seen too many simple, silly mistakes, such as, "See you, son!" sent to a female co-worker. (The writer meant "See you soon!")

And don't fool yourself by thinking, "It's just email," or, "I'm on a Blackberry -- they won't care." You never know when your message will be forwarded up the food chain.

Email is business communication. Treat it as such. Stop, take half a minute to re-read, fix any errors, use your spell-checker, then send.

Still think you don't need to proofread? Read below:

It deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteers be at the rghit pclae. The rset can be a toatl mses and you can sitll raed it wouthit a porbelm.

Presenting on the spot

If I had to put a number to it, I'd say that 90% of my participants get put on the spot to present. And they don't like it.

You know what I'm talking about. You're sitting at your desk, embroiled in your work, enjoying your hot cup of House Blend, and your manager accosts you with: "I need you to pop into the Board meeting in 10 minutes and give 'em an update on Project X."

This is inherently pressure-filled; even worse for someone who doesn't like public speaking to start.

But take heart: there is a way to come off like a pro, even when you're caught off guard. Here's what you do:

1. Grab an index card or scrap piece of paper. Something not-too-unsightly.
2. Write down three points you want to make. The shorter the better. 
3. Bullet-point a quick, brief intro and a short closing. The shorter the better. 

This is an old Ben Franklin technique. "Open with humor, end with heart, and make three points in-between." The heart/humor options are interchangeable; what this means is be sincere and earnest, make your three points, then get outta there.

Use this technique even if you're called out in a meeting: "Hey, Dave, tell us what's going on with your project." (No one told you you'd have to present in this meeting.) Say, "Give me just a second," then collect your thoughts and make a quick list -- bullets are fine -- and then go. You'll sound more polished and professional.

Phone call or email?

It's amazing that just because we know how to technically operate a piece of equipment -- computer, PDA, telephone -- doesn't mean we really know how to use it. Or when.

Email is not an urgent form of communication . Just because it seems like everyone in the world is connected 24/7, doesn't mean everyone is.

I've had colleagues cancel breakfast meetings via email. These aren't 10 a.m. breakfast meetings and I was already working so I got the message -- these were 7 a.m. meetings. If I'm leaving the house at an ungodly hour, you'd better believe I'm not checking email first.

Ah, but fortunately, I did. And sure enough, my 7 a.m. meeting was canceled by someone "too tired" to make it. She, apparently, was also too tired to call.

If you need to contact someone immediately, especially if it's important, and especially if it means that person will be elsewhere waiting for you, pick up the phone and call.

The phone (remember what that is?) is an urgent mode of communication. Email and texting are not.

5 Easy Tips to Good Voicemail

Just because you have it, doesn't mean you know how to use it. Oh, no you don't


Voicemail is another one of those necessarily evils (or blessings) of modern communication. Know how to use it properly so not to annoy your callers.

When recording your outgoing voicemail (vm) greeting...

1. Keep it short: Your name, company if need be, and any pertinent instructions (ex: "please leave your claim number" if you're an insurance adjuster; "please leave a callback number, even if you think I have it," if you travel and check vm frequently). 
2. Resist the urge to add unneccessary blather, such as, "Thank you for calling, I appreciate your call," etc.
3. Only use "vacation setting" (the feature that does not allow callers to bypass your greeting) if you truly are out of the office for an extended period of time. After 5 on Friday does not count; we don't expect you to be in until Monday. And no one likes to be forced to listen to your whole greeting if you didn't follow tip # 1.
4. Give the caller a "zero-out" option to reach a live person, or an alternate number they can call for help in case you're trapped under a large piece of furniture.
5. Don't leave your whole schedule on your greeting; we don't care. That's why voice mail exists -- so you know to return the call later.

When I worked in telecom, I would often phone my colleagues only to be forced (via "vacation" setting) to listen to voicemail greetings like this: "Hi, this is Dave, the executive administrative assistant in the real estate department of X Telecom, at extension 789. Today is Wednesday, August 5. I am in the office all day today, but I will be in meetings from 10-12 and 2-4. I will be taking lunch from 12-1. If this is urgent, please contact Stacey at extension 123. Otherwise, please leave your name and contact information, including your phone number and email, and I will respond within 24 hours. Thank you and have a [insert religious or happy word] day."

Keep it short, tell us how else we can reach a person, and beep. That's all we need...we know why voicemail exists.

Commitments vs. resolutions

Happy New Year!

I'm excited about 2010. Things are looking up for the world, and I can't wait to be a part of great things to come. I'm especially excited about helping my clients achieve new heights and meet their goals.

Which makes me think of resolutions. Did you make any for 2010? If so, good.

Now modify them. Not change what you wish to achieve-- but rather, change how you're thinking about them. Remove the word "resolution" from your vocabulary. "Resolutions" have a way of fading away and leaving us frustrated:

•   "I said I was going to lose 50 pounds and I didn't."
•   "I wanted to find a new job, and I just can't."
•   "I resolved to quit smoking and it's just so hard."

New Year's resolutions are, by their very nature, a recipe for failure. Instead, ask yourself:

•   What are you committed to doing?
•   What do you want to achieve?
•   What do you need to do to get there?
•   If you really want it, what are you committed to doing?
•   What habits will you commit to change?

Life is about commitments. Rarely is it about resolutions.

So what are you committed to doing differently this year?