Retaining existing customers is important and valuable for all businesses.

How valuable? Here's some recent data that quantifies is well:

• Increasing customer retention by just 5% can increase profits by 25-95%
• It costs 5 times more to acquire a new customer than to retain an existing one
• The success rate of selling to an existing customer is 60-70%, compared to only 5-20% for new customers
• 65% of a company's sales are generated by repeat customers
• Repeat customers spend 3 times more on average than one-time customers

That's why in today's episode of the Diamond Effect podcast, I cover key strategies to improve client retention in your service-based business.

Retaining your best clients is essential to sustainable growth and long-term success, but it requires a proactive approach. This episode dives into the CEO mindset needed to keep clients returning and shares three core retention strategies that will set your business apart.

Episode Highlights:

1. Delivering Excellent Service, Every Time – Consistency in quality is the foundation of client retention. We discuss how maintaining a high standard of service can build trust and make clients eager to return for more.
2. Staying Connected Between Services – It’s not just about the service; it’s about maintaining a relationship. We cover ways to keep in touch with clients between service appointments, deepening the connection with regular, meaningful interactions.
3. Making It Easy to Return – Streamline your processes to make it as easy as possible for clients to return, reach out, or even address concerns. When it’s convenient and seamless for clients, they’re more likely to become repeat customers. For example: an effective onboarding process can increase customer retention by 50%

Tune in to Episode 174 of the Diamond Effect podcast "Customer Retention Made Simple: Strategies to Keep Your Best Clients Coming Back" - to hear more about how these strategies can turn one-time clients into loyal fans, keeping your best customers engaged and satisfied for years to come. You can find it on your favorite platform or by clicking here.

Networking is a powerful tool for any service-based business, helping you build genuine connections that can become future clients or partners. Yet, networking isn’t one-size-fits-all. So understanding the types of networking and how to make the most of each can help you grow your business in a reliable, relationship-focused way.

In this blog, we’ll explore three types of networking and five essential tips to help you network effectively.

Three Types of Networking to Consider

1. Structured Networking Groups
   Structured networking groups (both online and in-person) are often membership-based and require a fee. These groups focus heavily on business referrals and typically have set rules and routines.
   The structured approach, along with the emphasis on referrals, can lead to quicker results, as they’re designed to foster business-first connections. Examples include organizations like BNI (Business Networking International) and local Chambers of Commerce.
   For service-based businesses, structured groups offer an efficient way to access potential clients and partners actively looking to make business connections.
   
2. Less Structured Networking Groups
   Less structured networking groups place a stronger emphasis on building social connections first, where personal relationships are often prioritized before business referrals.
   They can be highly effective for those who prefer a softer approach to networking, though results may take longer to materialize, particularly for introverts. In these groups, it’s more about nurturing relationships than seeking immediate business returns, so patience and persistence are key.
   
3. Ad-Hoc Networking Events
   Ad-hoc networking events are one-time gatherings hosted by companies, organizations, or institutions. These events provide a valuable opportunity to meet new people quickly, whether through industry seminars, community meetups, or networking mixers. However, because they’re not regular, it’s crucial to have a follow-up strategy in place to maintain the connections you make.
   Ad-hoc events are especially beneficial for diversifying your network, as they often attract a wide variety of professionals.

Tips for Networking Effectively as a Service-Based Businesses Owner

To turn networking into a reliable source of clients, follow these essential tips:

1. Give Before You Expect to Get
   Networking isn’t only about receiving referrals; it’s about giving value.
   And if you’re just starting and lack an extensive network, you can find creative ways to contribute. Consider volunteering to help organize events, offering your expertise to others, supporting your fellow group members online, or even purchasing their products and services when relevant.
   This approach builds goodwill and fosters a reputation of generosity and support, setting the foundation for future business opportunities.
   
2. Pick Groups Strategically
   When selecting networking groups, look for ones that balance established and new entrepreneurs, as well as those that include both business-to-business (B2B) and business-to-consumer (B2C) opportunities. The best groups have a diverse mix of professionals, allowing you to build connections with a variety of potential clients, partners, and mentors. Being strategic about group selection ensures you’re networking with people who align with your business goals.
   
3. Get Your Mindset Right
   Approach networking with a commitment to consistency. If being part of a structured networking group could potentially add $50,000 to $200,000 in revenue per year, would you be willing to adhere to the rules, show up regularly, and be accountable? This mindset helps you approach networking with the commitment it requires to deliver real results, making it a sustainable part of your business growth.
   
4. Be Patient, Give It Time
   Networking is a skill that improves with practice, and building meaningful connections takes time. Don’t approach it expecting instant results. Real trust and genuine relationships develop over multiple meetings, not a single 30-minute introduction. Approach networking as an ongoing process where each interaction builds toward long-term trust and familiarity.
   
5. Focus on Building Genuine Connections
   Instead of treating each new contact as a potential transaction, build authentic connections.
   Ask thoughtful questions, listen actively, and show genuine interest in others’ goals and challenges. By emphasizing relationship-building over sales, you’re more likely to develop connections that lead to lasting business partnerships and client relationships.

Closing Thoughts

Networking is just one component of a solid marketing strategy that can help you scale your business effectively. If you're seeking a reliable, resilient growth system not dependent on any single marketing approach, my T.O.P. CEO Continuous Success Recipe provides a strategy and system to develop a well-rounded growth plan. If you’re ready to create a customized, multi-channel strategy to support your business growth, let’s talk!

Book a call with me here to explore how we can craft a comprehensive success recipe for your business.

In a world where digital marketing dominates, businesses often forget the power of offline strategies to attract clients. Whether you're a small business owner or a freelancer, these proven offline techniques will help you grow your client base without solely relying on the internet. Here are 11 actionable strategies to help you attract new clients:

1. Leverage and Grow Your Network

One of the simplest yet most effective strategies is to leverage and expand your network. By building strategic partnerships with complementary businesses, you can create a win-win situation. These alliances allow businesses to refer clients to one another, leading to mutual growth without needing Internet marketing. For example, if you're a fitness instructor, you could partner with a nutritionist or naturopath. You both can then exchange client referrals to grow your clientele.

2. Participate in or Host Local Workshops and Events

Hosting local workshops positions you as an expert in your field while giving potential clients a chance to see what you offer firsthand. Workshops provide the perfect opportunity to showcase your expertise and engage directly with your target audience. Check in your local library, other governmental organization, or collaborate with your strategic partners who can help you facilitate a workshop.

You can also attend or sponsor community events to increase brand visibility and make personal connections with potential clients in a non-salesy way.

3. Take on Speaking Engagements

Speaking at events or conferences is a great way to establish authority and build trust with potential clients. Whether you're presenting at an industry conference, a local networking event, or even a charity fundraiser, speaking engagements allow you to share your knowledge and connect with clients on a personal level.

4. Get Involved in Local Business Associations and Nonprofits

Becoming actively involved in local business associations, charities, or nonprofits provides numerous opportunities for networking. By sitting on boards or taking up leadership roles, you can connect with other professionals, expand your influence, and naturally attract new clients. It also helps build a positive reputation for your business within your local community.

5. Volunteer Your Time or Expertise

Offering to volunteer your time or services is an excellent way to give back to your community and promote your business. By offering free consultations or demos, you not only showcase your expertise but also build trust with potential clients. People are more likely to convert into paying customers after seeing the value you provide firsthand.

6. Join Hobby Groups and Interest Clubs

Expand your network by joining hobby groups or interest clubs that align with your personal passions. These informal groups provide a relaxed setting to connect with people who share similar interests. You never know where your next client could come from—sometimes the best business connections start with a shared hobby.

7. Collaborate with Other Professionals

Collaboration is a powerful tool for expanding your reach. Collaborating with other professionals in your industry allows you to tap into their audience while they tap into yours. Co-hosting events, joint ventures, or even collaborating on content can lead to new opportunities and clients for both parties.

8. Attend Trade Shows and Exhibitions

If you're in an industry where trade shows and exhibitions are common, attending or exhibiting at these events is crucial. Trade shows offer direct access to a large pool of potential clients who are already interested in your industry. By having a presence at these events, you can showcase your products or services, make valuable connections, and generate leads. For example, as an event planner, you can attend a wedding show. If you offer any services to moms, there are plenty of mom-centered exhibitions to choose from all year round.

9. Launch a Direct Mail Campaign

Direct mail still works in a world overwhelmed by digital noise. A well-crafted direct mail campaign can capture attention in ways that digital ads can’t. Whether it's sending brochures, postcards, or catalogs, direct mail has a personal touch that can help you connect with your target audience and stand out from competitors.

10. Cold Outreach with a Personal Touch

Cold calling or in-person outreach, such as "door knocking," can still be an effective strategy when done correctly. Personalizing your outreach with a thoughtful and strategic approach makes it more appealing and less intrusive. Whether you're sending personalized letters or making phone calls, the key is to build a genuine connection rather than making a hard sell. This personal touch can turn cold leads into warm clients. I helped many of my clients make outreach fun and effective.

11. Create a Referral Program

Implement a referral program that incentivizes both the referrer and the referred client. Offering bonuses or freebies encourages existing clients to spread the word about your business, creating a win-win situation. Word-of-mouth referrals are one of the most trusted ways to gain new clients, and a structured program can accelerate that process.

And if you're ready to double your business with a solid marketing plan that includes effective online and offline strategies that make sense for your business, let's talk. My T.O.P. CEO Winning Strategy and Continuous Success Formula will help you ensure your business is successfully growing short and long-term. Book your call here.

As a service-based business owner, you aim to deliver exceptional value to your clients.

But are there hidden gaps in your business that might be preventing you from truly serving them? In this blog, we’ll explore five ways you may be unintentionally underserving your clients—and how to fix it.

If you’ve noticed a lack of client engagement or loyalty, these insights can help you uncover the root causes and guide you toward building stronger, more meaningful relationships with your clients.

1. Lazy Marketing Isn’t Serving Your Clients

One of the most common mistakes business owners make is relying on generic marketing tactics, like holiday posts and surface-level content. While these may seem easy and harmless, they often fail to connect with your ideal clients. Effective marketing should speak directly to your clients' goals, pain points, and desires.

What to do instead: Create client-centric marketing that makes your audience feel heard and understood. By addressing their specific challenges and offering solutions, you build trust and demonstrate that you can help them. This gives your clients hope and a sense of partnership, which is invaluable.

2. Ignoring the Customer Journey

When did you last walk through your entire customer journey from start to finish? If it’s been a while—or never—there are likely missed opportunities for improvement. Every touchpoint your client has with your business is an opportunity to add value. Failing to review and refine the client experience can leave gaps that weaken the relationship.

Actionable tip: Start by mapping out the customer journey and identifying areas where clients may feel frustrated or underwhelmed. Even small changes can make a big difference in improving the overall experience.

3. Making Business Decisions Without Considering Client Impact

Every business decision, whether big or small, has the potential to affect your clients. An often overlooked example is pricing. While you may think keeping prices low benefits your clients, it can actually have the opposite effect. Low prices may signal a lack of quality or professionalism, potentially devaluing your services. Learn more about this aspect, from the Damonf Effect Podcast - EP # 168 - 5 Common Mistakes Service-Based Businesses Make That Undermine Client Satisfaction

Key takeaway: Always consider how decisions impact your clients. Whether it’s adjusting your pricing or changing service delivery, client perception plays a major role in how they value your business.

4. Not Taking Care of Yourself as a Leader

As a business owner, your well-being directly influences how you serve your clients. Burnout, stress, and exhaustion can leave you with little energy to focus on innovation or improving your services. When you’re mentally and physically drained, it’s easy to overlook opportunities for growth.

Solution: Prioritize self-care and invest in your personal growth. A well-rested, focused leader is more capable of driving improvements, enhancing client experiences, and fostering long-term business success.

5. Failing to Build Strong Client Relationships

Clients want to feel valued beyond just the services they pay for. If your relationships are purely transactional, you’re missing out on opportunities to build trust and loyalty. Strong client relationships are the foundation for long-term success and client retention.

What you can do: Focus on nurturing deeper connections with your clients. Take the time to engage with them beyond the sale—whether it’s through personalized follow-ups, genuine interest in their needs, or simply making them feel appreciated.

Ready to Transform Your Business and Build Loyal Client Relationships?

If you’re ready to double your business, retain happy and loyal clients, and create a sustainable work-life balance, let’s talk! I can show you how to implement these strategies, and more, through my proven T.O.P. CEO Leading Team System.

Book a free consultation with me HERE and let’s discuss how I can help you take your business to the next level.

Is Your Team Underperforming? Here Are 5 Warning Signs to Watch For

As a small business owner, managing a productive team is essential to your success. But how can you identify when your team is underperforming? In our latest Diamond Effect podcast episode # 167, “5 Indicators Your Team is Underperforming,” we discuss the top signs that your team might not be performing at its best, and how you can turn things around.

Spotting and addressing these issues early can help you boost employee engagement, improve productivity (which takes work off your plate), create a healthier workplace culture, and as a result, grow your business faster. Read on to learn the five major indicators of team underperformance and what you can do to resolve them.

1. Frequent Basic and Repetitive Mistakes

One of the clearest indicators of team underperformance is a rise in basic or repetitive mistakes. If your team members consistently make errors that should be easily avoidable, it could point to disengagement or insufficient training. These mistakes can add up, leading to inefficiencies and lost time, which ultimately impacts your business.

How to fix it: While mistakes happen, repeated errors are often signs that something’s not right and you might be having a more systemic issue. Consider revisiting training programs, setting clearer expectations, and fostering a culture of accountability where employees are encouraged to take ownership of their work.

2. Gossip and Lack of Accountability

Toxic workplace behaviors like gossip and finger-pointing can derail a team’s performance. When employees are more focused on blaming others than solving problems, productivity takes a hit. A lack of accountability not only creates tension but also discourages collaboration, making it harder to achieve business goals. Not to mention that this negative environment can spill over to your client's experience, which damages your brand reputation and deters business.

How to fix it: Create a culture of transparency and accountability. Encourage open communication and set clear guidelines for behavior that promote respect and teamwork.

3. High Turnover of Top Performers

If your top talent is leaving your company, it's a serious red flag. High turnover, especially among high performers, signals dissatisfaction with the workplace environment, management, or lack of growth opportunities. Replacing talented employees can be costly both in terms of time and lost revenue.

How to fix it: Focus on retention strategies like recognizing contributions, providing opportunities for growth, offering competitive compensation, and not tolerating toxic culture. Regular feedback sessions can help identify employee concerns before they lead to turnover.

4. Excessive Absenteeism

An increase in absenteeism can be more than just a sign of poor attendance—it’s often a symptom of low morale, disengament, or burnout. When employees are disengaged, they are more likely to take sick days or be late to work. This can severely disrupt your team's efficiency and morale.

How to fix it: Address the root causes of absenteeism by promoting a healthy work-life balance, offering wellness programs, and checking in with employees to understand their challenges.

5. Lack of Initiative for Improvement

When your team stops offering new ideas, suggestions for improvement, or raising concerns about problems in the business, it might mean they feel disconnected or demotivated. An engaged team should always be looking for ways to enhance business processes or address ongoing issues. If that stops, it’s a clear sign of disengagement.

How to fix it: Foster an environment where innovation and open communication are encouraged. Regularly seek input from your team and recognize their contributions to keep them motivated.

What Can You Do to Boost Team Performance? If any of these signs sound familiar, it’s important to act quickly. In the Diamond Effect Podcast episode 167, “5 Indicators Your Team is Underperforming,” we go deeper into each of these issues and provide actionable strategies to help you rebuild a strong, high-performing team.

Subsribe on your favorite platform and listen to the full episode for expert advice on how to diagnose and resolve team performance challenges, from reducing employee turnover to fostering accountability.

Boost Your Team’s Performance Today

Understanding and addressing underperformance can transform your business. By recognizing these warning signs early, you can take steps to create a motivated, high-functioning team that drives your business forward. Don’t wait until it’s too late—start making changes today!

If your team’s underperformance holding your business back, I can help. With my T.O.P. CEO Leading Team System, I’ve guided small business owners like yourself to transform their teams, boost productivity, and achieve impressive growth.

Book a FREE consultation today, and I’ll show you how my proven system can help you double your business while creating a motivated, high-performing team.

Don’t miss this opportunity to take your leadership and your team to the next level. Click here to schedule your consultation and start seeing results!

Are you a small business owner struggling to convert leads into paying clients? You’re not alone.

Many service-based businesses face challenges when it comes to closing deals, but the good news is that with a few simple adjustments, you can turn more leads into customers. In this post, we’ll explore the top 5 reasons your sales conversations aren’t converting and give you actionable solutions to help you improve your sales process.

1. Attracting the Wrong Audience

One of small business owners' biggest mistakes is attracting the wrong audience. If your marketing message isn’t speaking directly to your ideal client, then the people showing up to your sales calls may not be interested or ready to invest in your services. This misalignment makes it difficult to close deals and can leave you feeling frustrated.

How to fix it:
Refine your marketing messaging to focus on your ideal client’s pain points and goals. Use clear, targeted language that speaks directly to the people who are most likely to benefit from your services. By doing this, you’ll attract more qualified leads who are ready to convert.

2. Talking Too Much During the Sales Call

Another common issue for small business owners is taking over the sales conversation. When you spend too much time talking and not enough time listening, you miss out on understanding the prospect’s true needs. As a result, it’s harder to position your services as the solution they’re looking for.

How to fix it:
Ask open-ended questions and allow your prospects to share their pain points and goals. The more you understand their unique situation, the better you can tailor your offer to meet their needs. Remember, a great sales conversation is 80% listening and 20% talking.

3. Talking to the Wrong Person

If you’ve ever found yourself pitching to someone who can’t make the final decision, you know how frustrating it can be. Many small business owners waste time because they’re talking to a non-decision maker or not all decision-makers are present during the call. This often results in delayed decisions or lost sales.

How to fix it:
Before the sales call, confirm that all decision-makers will be in the meeting. If multiple people need to weigh in, ensure they’re part of the conversation so you can present your solution to everyone who has a say in the decision. This can significantly speed up your sales process and increase your chances of closing the deal.

4. Not Tailoring Your Offer to the Client’s Needs

A generic sales pitch rarely resonates with potential clients. If you’re not tailoring your offer to address the specific pain points of each prospect, they’re less likely to see the value in your services. Small business owners often fall into the trap of using a one-size-fits-all pitch, which doesn’t connect on a personal level.

How to fix it:
After you’ve listened to your prospect’s pain points, customize your presentation to show how your services are the perfect solution to their challenges. Highlight specific benefits that relate directly to their goals. A personalized approach shows prospects that you truly understand their needs, making it easier for them to say “yes.”

5. Avoiding or Mishandling Objections

Many small business owners shy away from handling objections during sales calls, either because they don’t know how or they’re afraid of confrontation. However, avoiding or mishandling objections can leave prospects feeling uncertain about moving forward. And the thing is objections and questions from your ideal client are a good sign! It means they are thinking of buying from you and just need more clarification. Otherwise, they wouldn't be asking you anything. No one wastes time asking questions about something they don't want to buy.

How to fix it:
Don’t be afraid to ask your prospects about any concerns they have. Address objections head-on by explaining how your services will overcome their challenges. If you handle objections confidently and effectively, you’ll build trust and remove barriers to closing the deal.

Final Thoughts: Improve Your Sales Conversations and Sign More Clients

If you’ve been struggling to close sales, these five mistakes could be the reason why. By refining your marketing messaging, listening more during sales calls, ensuring you’re talking to decision-makers, personalizing your offer, and addressing objections, you’ll dramatically increase your conversion rate.

Looking for expert help with your sales process?
As a business coach who specializes in helping small business owners grow without added hustle, I can help you fine-tune your sales strategy and sign more clients. Contact me today to learn more about how I can support your business growth.

In the latest episode of the Diamond Effect podcast, international business and leadership coach Maggie Perotin kicks off a five-part series dedicated to marketing. This episode focuses on identifying and addressing five key indicators that your marketing efforts may not be as effective as they could be. Maggie emphasizes the importance of clear messaging, engagement, and understanding your target audience to improve marketing results. Here, we break down each of these indicators in detail, offering actionable advice and thorough explanations to help you enhance your marketing strategy.

1. Lack of Referrals from Networking Efforts

Understanding the Issue

Networking, whether online or in person, is a crucial component of any marketing strategy. If you’re not receiving quality referrals from your networking efforts, it’s a sign that your marketing and messaging may not be resonating with your audience.

Actionable Advice

• Evaluate Your Messaging: Ensure that your messaging is clear and compelling. It should communicate the value you offer and resonate with your target audience.
• Consistency is Key: Networking takes time to yield results. Be consistent in your efforts and give it time, but also track your progress monthly.
• Engage Actively: Don’t just attend networking events or join online groups; actively participate in conversations, offer value, and build relationships.

Expert Insight

Maggie advises that if you’re not seeing progress each month, it’s time to reassess your approach. This could involve tweaking your messaging, being more active in your networking efforts, or even exploring new networking opportunities.

2. Weak Online Presence

Understanding the Issue

A weak online presence can significantly hinder your marketing efforts. If your social media accounts and website aren’t attracting visitors or inquiries, it’s a clear sign that your marketing may need a revamp.

Actionable Advice

• Audit Your Online Presence: Regularly review your social media profiles and website to ensure they are up-to-date, visually appealing, and user-friendly.
• Optimize for SEO: Ensure your website is optimized for search engines to increase visibility. Use relevant keywords, meta descriptions, and high-quality content.
• Engage with Your Audience: It’s not just about posting content; engage with your audience by responding to comments, messages, and participating in discussions.

Expert Insight

Maggie clarifies that it’s not about going viral or having a massive following, but rather about having a presence that engages your ideal clients. Troubleshoot by examining your messaging, understanding the platforms you’re using, and ensuring your marketing strategies align with where your ideal clients are.

3. Lack of Engagement

Understanding the Issue

Even if you have followers, a lack of engagement indicates that your messaging may not resonate with them. Engagement is a key indicator of how well your marketing is performing.

Actionable Advice

• Create Engaging Content: Develop content that encourages conversation and connection. Ask questions, create polls, and share stories that resonate with your audience.
• Analyze Engagement Metrics: Use analytics tools to track engagement metrics such as likes, comments, shares, and click-through rates. Identify what type of content performs best and replicate it.
• Engage Back: Show appreciation for your audience’s engagement by responding to their comments and messages. This builds a sense of community and loyalty.

Expert Insight

Maggie highlights the importance of creating content that encourages conversation and connection. Engagement is not just about numbers; it’s about building relationships and fostering a community around your brand.

4. No Inquiries Despite Engagement

Understanding the Issue

Having followers and engagement is great, but if no one is reaching out to inquire about your services, your marketing strategy may need adjustment.

Actionable Advice

• Include Clear Calls to Action (CTAs): Ensure your content includes clear and compelling CTAs that guide potential clients on what to do next.
• Nurture Leads: Develop a lead nurturing strategy that includes follow-up emails, exclusive offers, and valuable content to keep potential clients engaged.
• Showcase Testimonials and Case Studies: Highlight success stories and testimonials to build trust and demonstrate the value of your services.

Expert Insight

Maggie stresses that the ultimate goal of marketing is to guide potential clients through a journey that leads them to feel comfortable enough to reach out for help. If this isn’t happening, it’s crucial to evaluate your marketing strategy and ensure it includes elements that encourage inquiries.

5. Inquiries from Non-Ideal Clients

Understanding the Issue

Receiving inquiries from individuals who are not your ideal clients can be frustrating and a sign that your messaging needs refinement.

Actionable Advice

• Refine Your Target Audience: Clearly define your ideal client profile, including demographics, psychographics, and pain points.
• Tailor Your Messaging: Ensure your messaging speaks directly to your ideal clients and addresses their specific needs and challenges.
• Qualify Leads: Develop a lead qualification process to filter out non-ideal clients early in the inquiry process.

Expert Insight

Maggie emphasizes that amplifying ineffective messaging through paid advertising will not yield better results. Instead, it’s essential to first ensure your messaging resonates organically before investing in ads.

Conclusion

Throughout the episode, Maggie underscores the importance of clear and compelling messaging in attracting the right clients. By focusing on these five indicators, you can evaluate your marketing efforts and make informed decisions to enhance your strategies, ultimately leading to greater success in your business.

Next Steps

• Evaluate Your Current Marketing Strategy: Use the insights and actionable advice provided to assess and improve your marketing efforts.
• Seek Professional Support: If you’re struggling with your marketing messaging, consider reaching out to a business and leadership coach like Maggie Perotin for personalized guidance.
• Stay Tuned: Don’t miss the next episode of the Diamond Effect podcast for more insights on effective marketing strategies.

By addressing these key indicators and implementing the recommended strategies, you can enhance your marketing efforts, attract your ideal clients, and achieve greater business success.

In today's world, e-mail has become one of the primary means of communication. Whether it's at work or home, some of us receive hundreds of e-mails a day. Who can read and process this much, I ask?? In my workplace some people can have whole e-mail conversations lasting hours or days on a subject that could take 15 mins if someone decided to pick up the phone.

Don't you ever feel like pulling your hair trying to keep up with e-mail traffic? Or that you have not accomplished anything productive most of the day other than responding to e-mail? Do you feel stressed by the sheer volume of e-mail you receive every day? I certainly do.

"The single biggest problem in communication is the illusion that it has taken place"

George Bernard Show

So what can we do to take over the control that e-mails wield on us? To become more productive and less stressed? And to make our e-mails sources of true communication? Here are some tips that can help with that.

More productivity, less stress

According to numerous studies e-mail occupies 25% of employees' average work day. That is 13 hrs each week! On top of that an average person checks their inbox over 30 times an hour i.e. almost every 2 mins.

You can easily see now why we feel stressed or that we have not accomplished much throughout the day. OK, so what do I do you ask?

• First, turn off any visual and sound e-mail notification on your laptop, tablet or smartphone to avoid frequent distractions.
• Then, set a couple of specific times in a day where you will be checking and responding to e-mails, for example, mid-morning and mid-afternoon.
• Lastly, close your inbox outside of those times and focus on real work and your deliverables.

You will see that not only some of those lengthy e-mail conversations will take care of themselves by others jumping in but also in time people will stop expecting you responding right away. Think of this as setting ground rules and boundaries to protect your precious time.

By setting those boundaries your stress level will go down significantly. You don't have to just believe me on this one. It's been proven through research done by the University of California Irvine and the US Army.

And the best of all, you will now have time to work on those assignments you have been struggling to finish, meet the deadlines and get recognized!

From illusion to real communication

Studies conducted at UCLA have shown that 50% of communication happens through facial expressions and body language, 40% through voice intonation and only 10% through actual words.

As you can see, having your reader understand the e-mail you sent them in a way you intended it is not that easy since 90% of your potential success is impossible to get via e-mail.

The below tips will help your e-mail communication be more effective:

• Before sending an e-mail ask yourself first: is this the best way to communicate? Can I solve my issue faster with a quick phone call?
• Make sure your subject line is clear and conveys the purpose of your e-mail.
• If you want your reader to take an action, be clear on what you need them to do and by when.
• Keep in mind that it is tough to convey emotions just in words, for example, humor; unless you know the receiver very well, try staying away from that to avoid unintended misinterpretations.
• Avoid exclamation marks, especially multiple in one row. I am sure your intention is not to scream at the person.
• Don't assume that your reader will know how to interpret the message; always proofread it before sending by putting yourself in their shoes.
• Lastly, never hit sent if you are emotional. If an e-mail you received upset you, don't react - you will regret it after. Before responding, step away from your computer, come back after an hour or two and then type the answer. Have someone else read it before hitting send.

Now a few e-mail etiquette tips for Bosses

As a leader, leading by example is your job.

This includes e-mail communication. Even if you don't care about the titles and think that yours does not matter, remember that for others it does. The more "powerful" your title is, the more people feel pressed to respond to your e-mails right away and the more sensitive they are reading them.

That is why on top of the above tips that can help anyone, here are couple of others that Bosses should take to heart.

• Don't send e-mails when you are busy and rushing. Sending short sentences through your smartphone with no common courtesy words like "hi", "thank you" or "please" will just upset your reader and slow them down taking time to bring their emotions back in check. It pays off to take the time to write a proper professional e-mail no matter what. You can also pick up the phone and have a pleasant conversation that will take less time, deliver what you need, and become another positive chip in your relationship with the employee.
• When the e-mail chain you have started is turning into a "Never Ending Story", stop the madness and set up a quick meeting. You will save everyone's time, including yours, and clear up any misunderstandings that the chain inevitably created.
• If you really need to send e-mails after hours or on the weekends to catch-up, be clear with your employees that they do not need to respond right away; you will reduce their stress levels and increase engagement.

"Communication - the human connection - is the key to personal and career success. "

Paul J. Mayer

To sum up, paraphrasing Paul Mayer's wisdom, if we want to be successful, we need to know how to communicate with others. E-mail is just one means of communication but probably the most challenging one. Let's never assume that our reader will know how to interpret the meaning of our message. Going against our crazy busy world, slowing down, and taking the time to write meaningful and thought through e-mails will always pay off.

Any change starts with you.

As a business owner, manager, executive - a LEADER - are you excited for 2019?
Do you have a vision of what you and your Team will accomplish this year? Or you don't know how and where to start?

Here are 5 steps that can help you get going.

Don't throw 2018 out the door just yet ...

New Year is on, out with the old! - you might be all to happy to do that.

I am like that, a forward-thinking person that likes to move on from past to the future as soon as possible.
But, hold on, someone wise once told me that there are benefits to taking some time for reflection and learning from the past.

Let's do that first then.
I guess, no one really enjoys making the same mistakes over and over.
New mistakes are great! It means we are trying new things, being innovative and curious.
Whereas, making the same mistakes many times gets quite boring, frustrating and only reinforces Einstein's definition of insanity.

Therefore if you have not done that yet, I highly recommend sitting down with your Team and your Boss (if you have one) and asking a few questions:

• What worked great last year?
• What did not turn out that well?
• What should we be doing more off to be even more successful?
• What should we be doing less off or stop doing all together to avoid making the same mistakes?

Once you have those answers, you are armed with wisdom to enter the gates of 2019.

So how about meaningful goals for 2019?

After reflection, second would be goal setting. We all love it, don't we?

To set meaningful goals, remind yourself first of your mission and values.

Does your organization or department have them? If yes, awesome! You can keep reading.
If not, look out for my next week's post that will try to convince you why you should. For now, please see below for a quick sneak peak just for you.

For me mission and values are a foundation of any organisation. They are like a lighthouse constantly showing way home to wondering boats.

"The mission announces exactly where you are going and the values describe the behaviors that will get you there."

Jack Welch, "Winning"

Setting the goals for your Team that are directly tied to your mission and values can bring extreme focus to the business, help it to stay authentic and with that competitive.

People, myself included, look for purpose in their lives. Meaning is what makes us happy.
Having goals that are meaningful, tied to a vision, and realistic will give your Tem a sense of accomplishment when you reach them.

And once that happens, it's time to CELEBRATE!

"Plans are nothing; planning is everything." - Dwight D. Eisenhower

We all know that when hell breaks lose, plans are nothing but pretty looking paper.
However, planning IS EVERYTHING and that is what you should do next.

It's during the process of planning that we can prioritize. In today's day and age most organizations have more to do than they can chew on.
New opportunities and urgent matters are pouring through the doors with the speed of light.

But as the old saying goes: if everything is important, nothing is.

Picking top 1, max. 3 priorities for the month, quarter or whatever planning cycle you chose to dare into, will bring further focus to your Team.

Planning time is what helps you determine what those priorities are.
During this time, you should also break them down to small attainable steps (ex. weekly goals and priorities).

As a result, you will protect your people from feeling overwhelmed by the sheer amount of work that needs to get done.

Time for Leader's self-care time

Now what about you? Have you thought about taking time for self-care?

I know you are laughing inside thinking what is she saying?
Who has time for that? There are so many important things to get done...
How could I possibly spare even 15 mins of "unproductive" time?
I am sooo busy ....

Let's learn from the aviation industry then ...
You know, the putting of the oxygen mask on you before you help anyone else.

Yeah, exactly ... we are no good as leaders to anyone if we are running around like a headless chicken, half burned out and only putting out fires.

Sometimes we need to step back, look at our business from the eagle's perspective, reflect and recalibrate if needed.

To be able to do that we need time to clear our minds, rest and re-charge.

Why?
Because our Teams rely on us to lead them through adventures to the safety of success not rocks of destruction.

If it's not scheduled, it will not happen

Last but not least - how do I make all of this happen?

Well, put it on your calendar.
Take charge of your time (or at least most of it) and don't let urgent get mixed with important all the time.

Make it a priority, to take time now, this week, to schedule all important recurring events and keep them as sacred as possible.
Then ensure you keep scheduling and planning each week ahead of time.

Yes, it takes discipline, organization skills, and drive; but that is why we are leaders, aren't we?

So what do I need to schedule, you ask? Here are a few ideas:

• Monthly/ quarterly strategic meetings
• Weekly tactical meetings with your Team
• Daily/Weekly/ Bi-weekly project progress meetings - if you have any running
• Regular One-on-One meetings with your direct reports
• Daily breaks for you to ensure you have time to breathe and clear your mind
• Time to reflect and be an eagle
• Your top priorities for each week

In case you are not sure what to do in those meetings, look out for my posts in the coming weeks.

To summarize, leading a Team and organization to success is not easy but having a vision and a plan supporting its execution helps with taking action and getting there.

I am writing about Courage today because it is one of the values I have chosen to guide and define my business. Helping business owners and managers to step into leadership that is brave enough to build cohesive teams and healthy organizations is the core of my mission.

My inspiration for this post came from the books "Good Night Stories for Rebel Girls" by E. Favilli and F. Cavallo. They are one of my kids' favourites bedtime reads.

Values guide our behaviors in personal and professional lives. No one questions the need of having a set of values in our personal lives. But, if you ever wondered why any business should define them for their operations, have a look at on of my blog posts.

Now back to Courage.

“Courage is the most important of all the virtues because without courage, you can't practice any other virtue consistently.”

MAYA ANGELOU

Courage can demonstrate itself in many different ways.
And below, you will find five inspiring stories of women that defined courage with their lives.

1. Courage is Being Afraid but Acting Anyway

The Mirabal Sisters, also know as "Las Mariposas" were freedom fighters in the Dominican Republic. They were opposing the regime of dictator Raphael Trujillo. The sisters organized and participated in multiple protests and movements against the dictatorship. Together with their husbands, they were jailed multiple times. On November 25, 1960, the Mirabal Sisters were murdered by the regime. Their leadership and courage became the inspiration to Dominicans to continue opposing Trujillo's dictatorship. It eventually was abolished.

November 25th is now recognized as the International Day for the Elimination of Violence Against Women.
Click here for the source article by Victoria Sanchez.

2. Courage is Following Your Heart

Maria Curie-Sklodowska was a Noble Prize-winning scientist. Together with her husband Pierre Curie she discovered radioactive elements: polonium and radium. Marie was born in Poland in 1867, at the time when the country was part of the Russian Empire. Since women were not allowed to attend university, she attended a secret Flying University in Warsaw. Marie Curie moved to Paris and joined Sorbonne, the university that accepted women students.

Throughout her life, to be able to follow her passion for science and research, Marie had to overcome many barriers. Marie Curie was the first woman to win the Noble Prize, the first person and only woman to win twice. She was also the only person to win a Nobel Prize in two different sciences (physics and chemistry).

Marie and her husband refused to receive monetary awards and medals and they have given away most of their first Noble prize money. Curie has also intentionally refrained from patenting her discoveries so that scientific community could continue the research.
Click here for the source and more detailed information on Marie Curie-Sklodowska.

3. Courage is Keep on-going Aginst Hardships

Frida Kahlo, one of the most famous painters of the 20th century, suffered unimaginable pain all her life. As a child, she suffered from polio. In her student years, she had seriously injured her spine in a tragic bus accident. Frida started painting when she returned home from the hospital to alleviate her pain and kill time. In the self-portraits, Kahlo was expressing her physical suffering. Despite her multiple surgeries and deteriorating health Frida continued painting and being active in the Marxism inspired political movement.

In of her famous quotes, Frida says: "At the end of the day, we can endure much more than we think we can."
Click here for more details on Frida Kahlo's life.

4. Courage is Standing up for What's Right

Viola Desmond (née Davis) was a Canadian businesswoman and civil rights activist. Born in 1914 in Halifax, she built her career and business as a beautician. Through her Desmond School of Beauty Culture, Viola was an inspiration and mentor to young Black women in Nova Scotia. In 1946, Viola Desmond stood up for equality of rights. She challenged racial discrimination when she refused to leave the segregated Whites-only section of a theater. For her act of courage, she was arrested, jailed overnight and convicted without legal representation for a "tax offense". Viola was not able to receive a pardon despite the efforts of The Nova Scotia Black Community trying to assist her.
Desmond’s brave refusal to accept an act of racial discrimination provided inspiration to other Black People in Canada. Click here for the source article.

5. Courage Is Being Different and Expanding Your Ways

Zaha Hadid was an Iraqi-British architect and the first woman to receive the Pritzker Architecture Prize, in 2004. She became famous for her bold building designs with many sweeping lines. The Guardian called her the Queen of the Curve. She designed the aquatic center for the London Olympic Games 2012 (UK), Michigan State University's Broad Art Museum (US), the Guangzhou Opera House, and Beijing Daxing International Airport (both in China). Zaha was not afraid of being different. The Metropolitan Museum in New York talked about her buildings as "unconventional that seem to defy the logic of construction".
With her drive to cross boundaries, Zaha designed buildings that everyone else thought impossible.
To read more about Zaha Hadid's work, click here.

Courage is not an easy value to live by but we all have it inside. We show it in small and big actions, in many different ways every day. Courage gives us the freedom to do what's right and be ourselves.

"There are so many ways to be brave in this world. Sometimes bravery involves laying down your life for something bigger than yourself, or for someone else. Sometimes it involves giving up everything you have ever known, or everyone you have ever loved, for the sake of something greater.

But sometimes it doesn't.

Sometimes it is nothing more than gritting your teeth through pain, and the work of every day, the slow walk toward a better life.

That is the sort of bravery I must have now. "

VERONICA ROTH, Allegiant

Quite often we interpret an e-mail or somethingsomeone said to us in a negative light. Right after that, we get upset orstressed about it, only to find out later that our interpretation of thesituation was not precisely accurate. Or in the worst-case scenario, we reactto it with anger, which creates a spiral of misunderstanding, hurt feelings andlost "relationship chips," especially in our professional lives.Let’s face it; we have all been there.

I can’t even count how many times someone accused me of ignoring their e-mails only to realize, they sent an e-mail to a different Maggie or made an error in the email address.

Take a second and honestly respond to thisquestion. If you had 5 good little things happen to you in a day, 4 neutral and1 less good (bad or mildly bad), which thing you are going to remember themost? We all know the answer, don’t we?

Why is that? Why do we tend to see more of the negative in others as opposed to the good?

It’s because of our so-called brain’s negativebias. In the caveman ages, this type of bias (focus on the bad, ignore thegood) was necessary to save our lives. Human’s survival instinct allowed ourrace to expand and become a dominant species. Yey to us!

However, in the 21st century, this bias became more of an unnecessary system glitch and is hurting us more than protecting from life perils.

This glitch works in such a way that when we feelsurrounded by bad or at best neutral qualities in others and barely notice thegood ones, subsequently we feel less supported, less safe, and less inclined tobe generous or pursue our dreams. And on the other hand, when another persongets the feeling that we don't see much good in them, they are less likely totake the time and see the good in us. Sounds familiar? I am sure you can thinkof at least one moment from last week when this scenario happened to you.

So, what would happen then, if we tried to flip thescript, made a conscious effort, and started assuming positive intent in ourinteractions with others?

Let’s explore four super-powers of assumingpositive intent that all leaders can use.

1. Enhance your personal brand

As leaders we are always being watched, whether wewant it or not. Leading by example can be a lonely gig.

Remember a time when a bad word slipped your tongueonly so that you 3-year old could learn and use it at the most inconvenientmoment in public? The same happens at work and your employees.

That’s why becoming self-aware and learning how tocontrol and direct our negative emotions, will save us from falling into trapsof doing something that can damage our reputation and we will laterregret.

2. Become a better boss

When we assume positive intent when interacting with others, especially our employees they can see we are on their side. Just like you most people want to do a great job and be successful and are not planning to ruin anyone’s day.

Putting ourselves in other’s people shoes enablesyou to act with empathy and look at things from their perspective. Thisattitude allows our employees to trust us because they see we are on theirside. With trust, we strengthen our relationships, create win-win situations,and in consequence, we can motivate people to help us succeed in our businessmission.

3. Be more strategic

Moreover, when we take a moment, avoid reacting toissues and start assuming positive intent, we begin assessing the situationfrom different angles. Such an approach not only builds our strategy muscle butalso with a changed perspective can reveal solutions that we would not havethought otherwise or present us with opportunities we did not expect.

It's like coming out of a basement with only onesmall window to look outside to a large bright central room with windows givingyou a panoramic view on the area.

Whatever anybody says or does, assume positive intent. You will be amazed by how your whole approach to a person or problem becomes very different - Indra Nooyi

4. Grow into a happier person and with that a better leader

Assuming positive intent starts with our thinking. And Mahatma Gandhi described it the best, nothing more is needed.

Keep your thoughts positive, because your thoughts become your words.
Keep your words positive, because your words become your behavior.
Keep your behavior positive, because your behavior becomes your habits.
Keep your habits positive, because your habits become your values.
Keep your values positive, because your values become your destiny.

Mahatma Gandhi

What can we do then to overcome our biases andbecome masters at assuming positive intent?

First, let’s recognize & acknowledge that most people just like ourselves are good human beings. Whatever they do, they want to do best they can and have no intention of making your life difficult. They want to excel at their job, be challenged and successful.

Secondly, let’s make a conscious effort tounderstand people’s point of view and put ourselves in their shoes. It willchange our perspective on how we perceive them and allow us to be moreempathetic. Maybe that e-mail from your peer that seems rude was sent it themidst of a crazy and stressful day, and they did not think about proofreadingit? Or the mistake that your employee made that caused an escalation you had todeal with was because you did not communicate your expectations clearly?

Thirdly, let’s lead by example. Take a few momentsto cool down before responding to an e-mail that seems rude. If you know youare clouded in your judgment by negative emotions, ask for help from people whodo not have any stakes in the situation. Their interpretation and suggestionswill help you become more objective and consider different scenarios.

Lastly, watch and enjoy the below TedX: Hardwiring happiness: Dr. Rick Hanson at TEDxMarin 2013.

The speaker shows a trick on how to rewire your brain to start consciously noticing and storing the good, as opposed to the negative. It’s worth watching!

https://www.youtube.com/watch?v=jpuDyGgIeh0

If you enjoyed my blog, please share it with others who will feel the same about it.

"Everything has beauty but not everyone sees it"- Confucius

New Manager Series 1/3: Managing the Team You Inherited

There are three main scenarios in which you can become a new manager:

1. You already have some leadership experience, and by moving to a new role in a different department or company, you start managing an existing team.

2. You are a Star A-player in your team and get promoted to a leadership position within it.

3. You are a "solopreneur" or a leader of a start-up division where business is growing, and now you need to start building and managing a team from scratch.

Starting today, over the next threeweeks, I will write about all three of those scenarios covering the mainmistakes that leaders sometimes make and giving you tips on how to avoid them.

All this information is anexcellent source of learning to all managers and can apply to many scenarios.So don’t miss out and follow the series to get most of out it!

Managing the Team, You Inherited

1. Understand the core purpose of your role

Any role has a core mission andpurpose, whether it is clearly stated or not. Remember then that yourorganization hired you for a reason. You are a manger so that with your teamyou deliver specific results to the company and help solve real challenges.

That is why, as soon as possibleyou need to fundamentally understand what vision your new boss has for yourrole and what outcomes they see you achieve.

If you are lucky you found some ofthat during the interview processes. Maybe you asked, or maybe whoeverinterviewed you mentioned the main aspects of the role and expectations.

However, you need to take theinterview process with a grain of salt. Interviews are like a sales pitch onboth sides. On the one hand, you try to sell yourself and get the job you havedreamed of. On the other side, the employer attempts to sell the position theyare hiring for. They do that by striking a balance of setting the rightexpectations to attract the best candidates but also trying not to scare themoff right from the start or disclose too much of confidential internalinformation to the public.

Now you know why it is crucial thatright after the start date, you need to take steps, listen, ask questions andlearn to fully understand what is going on around you and why were you hired.

This bring me to advice # 2.

2. Have a learning mindset as opposed to “I know it better” attitude.

One of the common mistakes newleaders make when coming into the organization is by having a mindset ofknowing “the answer” to all the problems their teams are facing. Avoid that atall cost! Not only you definitely will not have all the answers, but also youwill show up as arrogant and insecure. Such an attitude will only alienatepeople form you.

And because of this, instead ofgaining the trust of your team and build the proper relationships, you will putyourself in a trust hole that you might not be able to get out of. I know thatyou do not want to be sabotaging your chances of success, especially right fromthe start.

The remedy to the above is to engage in social learning instead.

Yes, reading reports, contracts and documents necessary for your role is critical. However, to get to know your new company or division, you need to talk to people. Striking the right balance of both will allow you to form your own informed opinions on the environment, people, as well as what is working and what is not.

If you have lead teams before, I amsure you know that each company or even department has a unique culture thatyou will want to understand and adapt to. Not venturing into the learningthrough connecting with people and relationship building, you will isolateyourself very quickly. So be humble, listen and ask questions first. You willbe amazed at how much you can learn!

That is why, my last three tipstalk about connecting with people, starting with your team.

3. Get to know your Team Members.

Taking time to know your teammembers is the best investment you will make as a leader. You need to figureout quick who are your stars, your solid rock performers, and your bottom 10%that needs to be coached or find better opportunities elsewhere.

One-on-one meetings are one of thebest ways to do it along with regular staff meetings.

Ensure you make at least the firstcouple of on-one-ones friendly and relaxed as opposed to formal and stiff. Youremployees cannot feel like they are in an interrogation or a performance reviewright from the start.

You should definitely prepareyourself by thinking of a set of good questions to ask but don’t forget aboutallowing for some time for your team members to ask questions as well.

Additionally, think of introducingyourself as a professional but also a human being. Showing your personal sidewill make you authentic and give you credibility. Why? Because credibility isestablished not only by experience and technical skill but also by beingvulnerable. Now, to avoid the trap of making the meetings all about you, yourpart should be short and sweet.

With the right questions,observation, and positive atmosphere, you will get to know your team membersnot only as employees but also individuals. This approach will help you startbuilding trust and have your employees open to you.

Once you understand their skills and strengths, you will be in a position to assign them the tasks they enjoy doing.

In turn, it will increase the team member engagement and benefit the company the most. Knowing them as individuals will also allow you to find out what motivates them. And that will give you ideas on proper ways of recognizing and coaching your employees.

If you are finding these tips helpful and would like to receive more, for example, strategies on how to assess the qualities of your team members, then sign up for my newsletter. This week’s edition includes top-notch actionable advice that you can start using right away! Click here to sign up.

4. Establish a good relationship with your boss.

Sometimes while learning, gettingto know their team, putting out early fires, etc., the new managers forgetabout the relationship with their boss. Ironically, the bosses are the ones,whose buy-in and support you will need with all of your major decisions,infinitives or changes.

Building a positive relationshipwith your boss is one of your key opportunities to transition successfully intothe new role. That is why you need to invest time and effort to understandthem. Just like with your employees, find out what motivates them; what aretheir priorities and goals they need to achieve? What are their challenges andhow you can help in solving them? What are their expectations of you and theirway of working?

Answers to those questions willgive you a glimpse into your bosses’ value’s, concerns and struggles.Surpassing the superficial puts you on the right path to establishing a truepartnership with your boss.

5. Build external alliances and networks.

For your team to be successful,which will make you successful, you need to form alliances and create two mainnetworks with people outside of your direct control.

Operational – those are the relationships with other people in the company that will help you and your team, perform your daily tasks and do your jobs efficiently (ex. IT or marketing). Your role as a leader is to remove roadblocks from your team's way so they can keep going. Operational networking helps you achieve it.

Strategic – those are the relationships with key stakeholders, outside of your direct control, whose support you will need to deliver on main goals and objectives.

Building alliances and networkstakes time, usually longer than a month or two. However, in the first 90 days,you can at least identify the key people with whom you should form suchrelationships and start the process.

6. Don’t try to save the world in a month.

Attempting to do too much at once is verytempting, especially when you enter a dysfunctional environment. However, striking the right balance betweenlearning and making decisions leading to pivotal changes is key to success.Identifying and focusing on what you need to learn first, will allow you tofind and secure the right early wins.

Yes, you can experiment and trydifferent approaches in overcoming challenges and solving problems. Butexcessive experimentation in the beginning or starting on too many changes in ashort time will only confuse and overwhelm your people. Striking the rightbalance is key!

In summary, stepping into any newrole is as exciting as it is challenging. To be successful, you need to useyour first couple of months in it strategically. Make sure you understand thecore purpose of why you were hired. Come in with an unassuming and learningmindset. Take time to get to know your team, your boss and build relationshipsfounded on trust and credibility. Lastly, identify people who can help yourteam and you in your journey to success and start creating supportive networkswith them. If you take all those steps, you will be walking the path ofsuccess.

PS. I hope you enjoyed this post and will follow the entire series. However, starting today if you want to learn more and have access to exclusive, actionable advice that you can apply right away, click here and sign up to my newsletter. It will take you less than 20 seconds and in turn, give you access to the wealth of knowledge on how to be successful in any leadership role!