Make your impressions count…in a good way.

Here are five simple ways to make a great impression with meeting someone for the first time and everytime.

1. Be early – not on time and certainly not late. Yet, if you are running late call the person to let them know – even if it is only 5 minutes.

2. Put your phone away – unless you are waiting for a very important call, don’t only put it on silent, put it away. When you are expecting a call, let the other person know. If it happens, excuse yourself and step away.

3. Don’t use inappropriate language – even damn or crap is unsuitable, much less any other four letter words.

4. Don’t talk negative about anyone – not your competitor, boss, colleague or client.

5. Spend half your time listening and the other half talking – relationships are not one sided.

That’s easy and simple, right?

Well, one would think so. But the last few times I have met someone for the first time, they missed at least 3 out of the five. Goes without saying their lasting impression is not favorable.

Make your impressions count…in a good way.

Have the simple pleasantries become a thing of the past?

How many times did you say "Please" and "Thank you" yesterday? Only when you felt it was deserved or every time you interacted with others? Have the simple pleasantries become a thing of the past?

As our society becomes more and more self-absorbed, we find less and less need to extend simple courtesies to one another. If we can't get the store clerk, waiter or ticket attendant to thank us for our business, we certainly can't expect a "Thanks" for opening a door, letting someone ahead in line or returning a dropped article to its owner.

Considering "Please" and "Thank you" were among some of the first words we were taught as a child, perhaps we should all go back to those days. The days when we said those two phrases all of the time because it was considered good manners - it was the right way to treat another.

Have the simple pleasantries become a thing of the past? Not if you start doing them again, with every memo or note that you write, every task or chore you assign and every customer you service. Yes, you can start today making a thing of the past come alive in the future.

Simple is easy. And easy always seems to get done.

This month our company, The Raven Group, Inc. celebrates 13 years in business. We are proud to have sustained the past couple of years and are finally seeing a light at the end of the tunnel. So, I thought it would be timely to write about how we did it.

Yet, many of my readers are not business owners. My following is also comprised of executives, department heads, managers and individual contributors. As I thought about the course of action we followed to endure, I realized it applies to everyone.

Whether you are working at keeping your doors open, avoiding reductions in force or worrying about being laid off, these 5 simple, easy tips may be just what you are looking for.

1. Always have options
Keep changing and don't get stagnate
Create opportunities

2. Remedy poor performance

Work constantly at self-improvement
Decide early to release substandard performers

3. Have little and big goals in mind
Strive for something everyday
Focus on just one or two long-term goals

4. Remember time flies
Don’t delay making tough decisions
Make choices and follow through on them

5. Celebrate often
Recognize the smallest of wins

Show your appreciation

These five simple tips have kept our company and our sanity as business owners on course since 1998. They also play a big part of how we lead our personal lives as well.

They are simple.

But simple is easy. And easy always seems to get done.

Are you a Servant Centric Leader?

I am in the process of defining what it takes to be a really great leader. As I work through it, I have narrowed it down to 6 blended types of leadership; one of them being The Servant Centric Leader.

This individual focuses on being of service to others. People drive their interest. They like to please, gain great satisfaction from building relationships, and enjoy working in a team-based environment.

The benefit to this leadership style is their understanding of how to get things done through others. They are instinctively in tune with how people think and feel. The Servant Centric Leader not only comprehends the needs of their employees, but they have a good handle on customer requirements as well. This leader draws a big following, is dedicated to aiding others and well-liked.

Yet, as in my previous blog about The Solution Based Leader, The Servant Centric Leader has its challenges. Too often they let their desire to please get in the way of making tough calls. They find difficulty making sound business decisions that may encompass cutting back on benefits, shrinking expenses, and even downsizing.

Entrepreneurs that fit this leadership style may have suffered the past few years because of their struggle between declining sales and tightening spending. They often held off on making hard-hitting choices until it was too late. The internal struggle The Servant Centric Leader faces can sometimes be paralyzing.

As I move forward in my studies of great leadership, I am finding that one needs to play many roles to meet the call for greatness. I have named them The Kaleidoscope Leader: where their success is based on the success of others. They rely on a multi-faceted approach to leading others blending various techniques to reach personal victory.

The traits of The Service Centric Leader are absolutely necessary in this quest for triumph. Yet, as with anything, excessive behavior – even when it is centered on serving others - can also be damaging.

Keep your leadership in check and be mindful that you need to blend many skills and talents to be great.

Great problem solvers = great leaders? Not always…

One of the things successful Entrepreneurs and Corporate Executives have in common is their ability to produce results. They are problem solvers, goal oriented and bottom line driven. Give them a difficult situation and within a matter of minutes they will offer a solution.

I call these individuals Solution Based Leaders.

I like these people. They are competitive and driven. Once they focus on a target, they just keep moving forward until they reach victory. They keep their eye on the ball.

Yet as good as they sound, they have a problem. And it’s a big one.

They believe, consciously or subconsciously, they are the only one that can solve anything. They’ve lived their life counting on their personal productivity and find relying on others difficult. They feel they have the right answers – the understanding of exactly what path to follow when achieving goals. They rule others by giving direction, doweling out orders and prefer to be in control.

As a Sole Proprietor or a new Supervisor, Solutions Based Leadership is a must. It is a necessary practice and the first step to achievement.

The problem appears when the Entrepreneur starts hiring employees and the Supervisor moves up the ladder.

Throughout this growing period the Solutions Based Leader needs to move toward Servant Based Leadership in order to sustain success. They must learn the only way they can continue on their path to victory is now through the accomplishments of their staff. It is a change from having all of the answers to letting others find the way. It is done through trust, delegation and letting go.

Without this paradigm shift in leadership the Entrepreneur’s business will fail and the Corporate Executive will be demoted or lose their job.

I guarantee it.

Catch my next blog where I will explain the role of the Servant Based Leader.

By Leadership Expert Trudy Jean Evans - TrudyEvans@TheRavenGroupInc.com

“ok…in a few”

My husband was recently communicating via email with a banking representative. In his email he requested some information be sent to him. The individual responded: “ok...in a few”. Subsequent communication from this same banker was: “here u go”, “I got u scheduled”, “give u a call 2mrw”.

This was all done through emails – not smart phone texts. Which brings me to my question: What is protocol for emails versus texting?

I feel that if I am emailing someone I spell things out: “you vs u”, “tomorrow vs 2mrw”, “okay vs k”. However, if I am texting, I will abbreviate. Having said that, I am starting to wonder what is the “right” way to communicate.

It seems the younger someone is, the greater the tendency to type in code. So, should we just accept that fact and standardize this new form of shorthand? With lol, idk, and btw becoming main stream abbreviations, is it time to accept this shortened method of communication? Is it no different than, FYI?

While writing this I decided to consult with my good friend, Google. I searched “text abbreviations list” and found a list of 2000 abbreviations! I learned new ones: YOYO – you’re on your own, G2G – got to go, IIWM – if it were me, and many I wouldn’t say much less text.

The more I think about it the more I go back to the original intention of this blog. Just how confident should my husband feel dealing with a banker who talks in code? How credible will my clients feel about me if I resort to encryption?

I think I will stick with abbreviating when texting and communicate in complete sentences while emailing.

What do you think?

Cell Phone Protocol

Just how many cell phones are out there? The most recent statistics I could find are from a survey conducted in May, 2010 by CTIA, the International Association for the Wireless Telecommunication Industry. It stated that 91% of Americans use cell phones. That same year CBS News reported 4.6 billion users Worldwide. Considering this tool as our main means of communication I feel it is time to discuss cell phone protocol.

I will begin with ring tones. Have you ever thought what your selection choice says about you? By now we have heard phone devices alert us with songs, chimes, bird calls, drums, sirens and so on. What’s my point? Just remember the impression you give when your phone goes off in a meeting playing the theme song from The Lion King, Kanye West’ latest hit or an oldie but goodie from Madonna.

Next, shall we tackle voice messages? Keep them short; to the point and, for goodness sakes, speak clearly! You don’t need to open with “Hi, how are you?” because no one will be there to answer the question. If it isn't concise it will be deleted. And, make sure you repeat the phone number if it is different than the one appearing on the phone. By saying it slowly, you give us a chance to actually write it down.

Lastly, let’s debate “The Missed Call”. When I see a missed call, I think someone tried to reach me and changed their mind or accidentally dialed my number. When my 23 year old daughter, Emma, sees one, she calls the person back. She feels it takes place of a voice message. Let’s all get on the same page…a missed call is just that and requires no action. A voice message on the other hand is the signal that someone wants you for a reason.

What are your thoughts on Cell Phone protocol?

Who do you talk to about your business?

Recently I spoke with a group of small business owners, managers and legal/accounting professionals. Knowing it can be lonely at the top, whether you are surrounded by employees or a sole practitioner, I asked them “Who do you talk to about your business?”

I inquired as to who challenges their thinking, offers a different point of view or engages in a strategic discussion. As with many leaders, they had very few people to pick from and many had no one. This is why these success driven individuals would benefit greatly from an executive/business coach.

The decision to hire a coach should be based on measurable results, even if they are often focused on developing soft skills. To maximize your coaching experience, here are 3 key areas and questions your coach can help you answer.

1. Increase sales – grow the business
a) Who is your best source of income? Do you focus on the business that brings you the most revenue or spend too much time concentrating on” low hanging fruit”?

b) Are you happy with your closing ratio? Do you examine why you lose deals or customers walk out without buying?

c) Are you charging what you are worth? Do you shop your competition and sell value versus price?

2. Maximize productivity – time management
a) How do you spend your day? What distractions throw you off course i.e. does the sound of an email arriving or phone ringing always take precedent?

b) Who controls you? Do you know the advantage of sometimes saying, “No.”?

c) Can you delegate more? Do you know how to assign tasks to people that don’t report to you or even work for you?

3. Establish a professional presence - enhance your communication style
a) How influential are you? Are you considered approachable and believable?

b) Is your appearance in alignment with your value? Do your clothes, work area and vehicle speak favorably for the type of work you do?

c) Are you self-aware and do you self-regulate? How mindful are you of your strengths/short comings and what are you doing about them?

If you don’t have or like your answers, hire a business coach, print these questions and get started on what could lead to a lifetime of success. You will find over time the extraordinary value this synergistic relationship will bring to your business and your life.

Can You Learn Optimism?

How does that title make you feel? Are you eager to read on because you already are an optimist and look forward to the message? Or, are you cynical? Do you believe optimists are born not made?

Had you asked me a year ago if optimism could be taught I would have replied “No”, but today I believe the human being can learn anything as long as they have Desire.

Next week I am speaking at a Pediatric Conference in Florida hosted by Plantation General Hospital CEO, Barb Simmons and Clinical Mgr. Cardio-Pulmonary Services, Maryellen Rutan. My keynote message is Seven Days to a Lifetime of Optimism.

My presentation begins with a discussion regarding the Desire to be more positive and pursue life with joy despite obstacles and setbacks. I will review a seven step approach to seeing the “glass half full” even when it has just one drink left.

Over 60 minutes I will thoughtfully introduce the audience to these seven insights:

Day One: I want to live a life of Optimism
I have the strong desire to change and know I am in control of my thoughts

Day Two: I choose to live a life of Optimism
Because I know control my thoughts, I know I can change the way I think

Day Three: I take responsibility for living a life of Optimism
Change takes practice, so I take ownership over my thoughts

Day Four: I seek out others who live a life of Optimism
I surround myself with optimistic people and graciously avoid others

Day Five: I practice a life of Optimism
I appreciate all that I already have and dwell on the good

Day Six: I celebrate a life of Optimism
Because I am making progress I smile on the inside which radiates on the outside

Day Seven: I live a life of Optimism
I know I am the only one that has power over my optimistic thinking

Combine a focused effort of concentrating and repeating these seven insights with the Desire to change and I believe anyone can lead a lifetime of Optimism.

Want to Instill Ownership in Your Workplace?

If I could figure out how to create a pill for employees to take that caused them to demonstrate Ownership at work, I could make a fortune. Over and over again, I hear Executives and Business Owners ask me how to instill Ownership in their workers. Luckily I have an answer…but one that many leaders choose not to embrace.

1. Clearly communicate what you expect the person to do
2. Follow up with them on a consistent basis
3. Offer specific feedback as to what they are doing well and what needs to change
4. If they don’t perform up to the expectations, either help them change or change them

A simpler answer is: Hold them accountable

That’s it. Nothing more. But why is it lacking in today’s workplace? Because too many bosses have gone soft. They think it’s all about empowering their people. Letting them make their own decisions. Encouraging individuality. And, all of that is great. But, before one puts these practices in place there must be rules and standards that apply.

Everyone needs to know what is expected of them first. Then, they can find ways to accomplish their goals to the best of their ability. Since each person is different, methods to achieve top performance will vary. Some will achieve great things on their own with minimal guidance. Others need specific direction, step by step instructions that outline how to go from point A to point B.

Whatever method one uses to get “the job done”, it MUST be monitored, inspected and feedback given...good and bad. And, this is where the leader goes soft. They are uncomfortable holding people accountable. They find it difficult to deliver negative comments and simply forget to offer praise.

Want your staff to take Ownership? Try doing it yourself first. Hold yourself accountable for their success. When you do this…you take responsibility for leading them to greatness. Then, the good ones will follow you and you will change out the others.

Use my 4 step process, hold yourself Accountable, and you will create an Ownership Culture others will envy.

Truth, Trust and the Work Place

I had the opportunity to speak at Broward College this past Friday about Emotional Intelligence. On Saturday I addressed the College of Pharmacy Students at Nova Southeastern University on Trust. As I reflect back on both presentations, I was reminded of one of the principles in my book: The Pied Piper Principle; Lead, and They Will Follow:

Principle #45: Tell the truth

”A lesson we are taught from young: “Don’t lie or you will get into more trouble” or “I won’t get mad if you tell me the truth.” So, you work hard as a youngster to do as you are told and avoid lying. Then someone comes along and explains “the little white lie” and you now begin to operate with the new rules. You face a decision that requires falsifying information and you do it confidently, knowing that if you try real hard you will be able to fit it in under the “white lie” clause.

Then you learn the lesson of exaggeration. You are coached to “expand” your resume, “manipulate” the data and provide information on a “need to know” basis. And, all of a sudden the mere thought of telling the truth becomes foreign. It is strange to even consider. You enter negotiations knowing that everyone arrives in their dishonesty suit. It is acceptable to “fudge” the numbers, leave out certain facts in order to close the deal.

With all of this education on lying, it is hard to break the cycle. Unless – of course – you have integrity. You choose to do it different. You are even willing to announce to others that you don’t do it that way. You prefer the truth. It is simpler. There is no need to cover things up. They are what they are. Take it or leave it. Think of the consequences others eventually pay when lying. One guarantee of telling the truth, you will sleep easier at night.”

The more we hear of broken promises, fraud, and deceit, the greater the call of each of us to lead our lives with truth. Join with me in being a leader others want to follow by staying true to our word today, this week and on.

How do you compare with other small businesses?

I recently surveyed a population of small business owners to learn more about how they run their companies. Here is what I found.

Very few have figured out how to utilize social media in their business and those that do, did not have a focused approach or measurement of success. They value promotional products but feel they can no longer afford them.

Only a handful had a personal relationship with their banker, fixed their own computers when broken, or called their “brother-in-law. They are not expecting to add staff this year and have no plans for renovation.

Everyone’s desire was to generate new business but few had created a formalized plan to do so.

Sound like you?

If so, you are typical of most small business owners. If any of these companies hired me as their business coach, I would recommend the following:

1. Every company needs social media. But it should be customized to the business needs. Research, talk to people or hire a specialist to make sure you are moving in the right direction. And, remember, it takes time! Overnight successes are far and few between.

2. Establish a relationship with your local banker. Even if you don’t have high transactional banking needs you will be surprised how many people your banker knows that may be a great customer or vendor for your company.

3. Look for a computer support resource. The time you spend on repairs, restoration or disaster recovery could be spent generating sales. Outsource to a professional who understands the value of “down time”.

4. Focus your business efforts. Whether you create a 10 page business plan or jot it down on legal pad, keep it focused on measureable results. Marketing efforts like: networking, direct mail and emails are more effective when they have an end goal in mind.

Make sure you keep it simple when running your business. Establish a revenue goal within a specific timeline, identify the most efficient way to reach it and then as Nike suggests “Just do it”.

“You Are What You Tolerate.”

In Taylor Caldwell’s book, Captain and the Kings she wrote that line and it has stuck with me for years. In fact, some people actually give me credit for it because I say it all of the time. Yet, I always acknowledge the wisdom of this great author for allowing me to use her verbiage to influence others….and here is how I do it.

What are the things that are in your control that you tolerate? Are you satisfied with poor behavior from your children? Do you accept your employees are always late? Will you endure rude customer service? Can you move throughout your day accepting disrespect?

Those questions really make one think don’t they?

And the reason you are grappling with them is because you know you deserve the best life has to offer. You should surround yourself with only those as deserved as you are. If you will agree with me on that simple statement, we can move on. If not, please stop reading.

Ah, so you stayed with me and chose to read on. Let me begin complimenting your willingness to explore how your level of tolerance has positively and negatively affected your life.

Wherever you are this very moment you need to take responsibility for putting yourself there. You are the product of you what you have tolerated over the years. Sitting in a fine hotel? It is because you expected the best. Reading this on a dilapidated bench in the cold? It is because you are willing to tolerate lack.

Whatever conditions you are living with is due to your level of tolerance. Whether you are overweight or in the best of health, in a relationship of adoration or hate, rich or poor, the circumstances are all the same. You get back exactly what you are willing to tolerate.

So, from this moment forward realize the truth behind the statement. Raise your awareness. Demand the best in your life. For, the truth is and always will be:” You are what tolerate.” Taylor Caldwell – Captain and The Kings.

Not Your Typical New Year’s Resolution

Now that 2011 is officially upon us and we are four days into the New Year, I want to share with you my resolution. I welcome you to join me in an endeavor of living in optimism throughout the year

The Optimist’s Creed by Christian D. Larson (1874-1954)

I promise myself…

To be so strong that nothing can disturb my peace of mind.

To talk health, happiness, and prosperity to every person I meet.

To make all my friends feel that there is something worthwhile in them.

To look at the sunny side of everything and make my optimism come true.

To think only of the best, to work only for the best, and to expect only the best.

To be just as enthusiastic about the success of others as I am about my own.

To forget the mistakes of the past and press on to the greater achievements of the future.

To wear a cheerful expression at all times and give a smile to every living creature I meet.

To give so much time to improving myself that I have no time to criticize others.

To be too large for worry, too noble for anger, too strong for fear, and too happy to permit the presence of trouble.

To think well of myself and to proclaim this fact to the world, not in loud words, but in great deeds.

To live in the faith that the whole world is on my side, so long as I am true to the best that is in me.