Routinely I have conversations with others in my industry about the status and impact the economy is having on their businesses. We’ve decided that the success or failure of a business stems from several factors. Where there’s visual evidence that others in an industry you belong to are working, you can reasonably assume there’s enough work for you.  

A quick way to determine if your business is competitive within your industry is to see what your competition is doing. A quick stop at the local supply distributor(s) is an easy way to find out. If your competition is in regularly purchasing materials necessary for their job sites, then you can assume they are working.

If you don’t see anyone from the competition and the salesman climbs over the counter to greet you, then you can also assume no one has been in purchasing from them. Such indicates that consumer demand is down and the economy is equally affecting everyone.

So you discover that several of your competitors trucks are at the distributor all stocking up on parts. This should tell you that you have a problem. Time to investigate, but where to start?

The source of the problem could be in how you market your business. Time to compare what your competition is doing with what you are doing to attract and retain customers.

Maybe that’s not what’s happening. Let’s set aside the external marketing for moment. Are you getting referrals from existing or previous customers? If not, why? Were these customers satisfied with the work performed? Are your employees representing the professional image, performing quality workmanship and showing customer appreciation that you, as the owner, would?

Your employees should be your best marketing resource. If they extol excellence and value, then your customers will become your best advertisers. If they don’t, those employees are destroying not only their reputation but the owner’s as well.

Train for the task as well as the marketplace. Teach your employees how to do the job right as well as how to present themselves and your company. Marketing starts inside the company walls, not outside. That comes second, because if your staff isn’t in the same mindset and invested towards success as you are, then you’re stalled at the starting line.

No matter how much time, energy and money you spend marketing you and your business it will all be offset with catastrophic effect if your employees only care about getting a paycheck.

Things a little slow? Are your employees out advertising your business by attending trade shows, calling on perspective clients, open houses, community meetings or knocking on doors handing out literature? If not, maybe they should be.

More and more business is handled over phone lines and screen-share. Well planned, these are brilliant ways to do business. If you miss important details, however, it can really take away from the experience. Those details have a way of seeming insignificant when two or more parties who haven’t met in person try to become conversational without facial cues. It can get awkward real fast. Don’t you just love it when someone tries to break the tension with a really poor joke or comment? That helps, right? Not.

Time may be a luxury you’re not used to taking, but the truth of the matter is that preparation is going to take a little time. Time is a necessary component. Without taking those minutes to think about objectives, roles and time frames, it can be too easy to have a misunderstanding between teammates or even between your company and your client.

Our company uses a screen sharing and phone conferencing tool that has just a little lag time between voices. It isn’t much, but that small delay occasionally causes a misunderstanding about who was talking and who had a comment they thought it was time to share. A little humor can lighten the situation, but we’ve learned that in addition, it is imperative to have an agenda and clear understanding of the team roles in the conversation.

I suggest taking these precautions and preparations before scheduling or participating in a phone conference:

• Write down the things you absolutely must discuss. Leave room between topics for additional notes once the conference has begun.
• Put topics in order of importance and natural conversation flow.
• Talk with your teammates and decide who will handle each aspect of the conversation.
• Decide on verbal cues to alert team members to a change of presenter.
• Decide who will play a more supportive role.
• Discuss how you all will be addressed, and whether the tone should lean toward jovial or serious.
• Visualize all participants. Visualize them satisfied and willing to discuss possible concerns.
• Plan to be a good listener.
• Acknowledge that it’s easy for two people to begin speaking at the same time and decide how you will deal with it.

These nine things are going to help you make the most out of your phone conferencing experiences. Whether video conferencing or phone conferencing, it is still a good idea to have a handle on things you plan to discuss. They won’t solve all the issues related to this type of communication, but they will make your call effective and interactive.

As business owners, we work hard to create the perfect picture of ourselves and our company. Call it branding or call it perception, either way it all boils down to getting the details right. One such detail is your email address.

If you have a company Web site, it is in your best interest to use your URL where ever you can, especially in your email address. You’ve invested time and money to build your business, establish your brand and create your Web site, so why not carry that professionalism and pride into your email address? 

A recent search in a through a professional directory yielded many names, phone numbers and email addresses, but not a single Web site address. For those email addresses utilizing their corporate URL, this was not an issue. But way too many listed email addresses @hotmail or @yahoo or @aol.com.

When an email address ends in @hotmail.com instead of @mycompanyhere.com, what is the perception of those on the receiving end of your email? One thing is for certain, this doesn’t portray the level of professionalism you’re striving for elsewhere.

When that personal email address is also used on your written correspondence and business cards, it amplifies the problem. Add “missed opportunity” and “technically challenged” to “less than professional.” You’ve missed an opportunity to repeat and emphasize your corporate URL, and made it easier for contacts to forget who you are.

So do yourself a huge favor. Don’t make a business etiquette faux pas by using a generic email address to conduct official business. Set up your email to utilize your website URL.