July 4, 2011 at 11:00 am
This morning a friend stopped by to pick up something he needed for a meeting with a client. When I opened the door I missed everything but the SUPER wrinkled shirt he was wearing. At that moment I forgot my manners. No hello. No how are you. I jumped straight to Where are you going looking like that?
I was coming from a place of caring. As the owner of a small business who also works with other small business owners I know and preach the value of presentation. Representing one’s company and one’s brand well are very near in dear for me. At first I thought his presentation in wrinkled T-shirt and sagging jeans was unacceptable meeting attire. Now I realize that my delivery of that message was even worse. I needed to go back and read the Black Enterprise Magazine piece on how to deliver or accept feedback or 4 Ways to Give and Take Criticism and get some of my own recommendations.
It does not matter how well intentioned your advice may be, especially when unsolicited, if not properly delivered the benefits may be lost in transit. Between my ranting and raving about how I can’t believe he would go like this and blah blah blah I’m sure he heard, part of the message did make it through and he changed to a less wrinkled shirt. Had I taken a calmer approach, the complete message could have been heard- enough for him to iron the less wrinkled shirt.
These are the steps that I should have followed- Hopefully WE will remember them
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Avoid going with your first reaction– Whether it’s shock as it was for me or anger, which it can often be, this does not place you in the best position to help someone else. If you are having a moment- deal with that first so you don’t subject others to the backlash.
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Identify your purpose– Before you speak up and share your advice, think of why. Is it because this is your preference or something that will benefit the other person. If it is indeed just your preference you may want to reconsider speaking up unless you are actually affected.
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Determine your goal and how you want it to be received– When you do speak up, what exactly do you want the person to hear? And what do you want them to do with that information? This morning, my goal was that my friend realized hears the importance of representing his business well and professionally at every step. And I wanted him to start applying that by ironing his shirt.
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Select a delivery method that will effectively communicate your message– How do you need to say what you have to say so that the other person not only listens but also hears you? That was where I really dropped the ball. I just started speaking without a plan and my message was missed. At best, I communicated- You can’t go to this meeting with that shirt as is. My true message was- You need to present yourself and your business in a manner that represents a solid and professional organization. Since I failed to communicate that message, even though he changed the shirt today, the message has not stuck enough that he would not wear an equally unacceptable outfit to a meeting next week.
While I focused on my poorly delivered message we must not overlook the message that he was delivering. As a business owner, you are a walking logo. Every where you go you are representing your organization and as a result don not have the luxury of EVER letting your guards down all the way.
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You represent your company. You are the first image that most people have of your organization. Before they got your business card or saw your website, most people saw you first. You want to display the confidence they need to have in knowing that they are hiring a professional company and not some dude from up the street who may or may not deliver. Look like they should take you seriously enough to visit your website.
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Existing clients are also prospective clients. Having closed a deal with a new client only means that you’ve got that one contract. Instead of relaxing you need to be stepping your game up. Once they have agreed to do business with you, you now have the burden of proving them right. If you showed up in a suit for the first meeting and return haphazardly dressed to drop off the contract, then they may start to wonder if they made the right decision. Everything after that is judged based on that. The out-of-place P that you typed as you attempted “Ctrl P” to print the document becomes a sign of your inattention to details as opposed to an honest mistake.
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You represent your clients. Once a company is doing business with you, you also become a representation of them. If you happen to be in their office when a client shows up, they need to be able to introduce you without hesitation. When people are looking to work with an organization, the people and companies that the organization works with or subcontracts to can and frequently do play a role in their decision. While you would never want to cost one of your clients a potential client, your clients are even more adamant about that.
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Your presentation says what you think. For many people, the way you present says what you are thinking. The applicant who does not take the time to press his suit is not serious about the position- this assumption can be made no matter how desperately he wants or needs the job. By the same token, clients can be judging how seriously you take them based on how you present in your meetings with them. Even if the clients is BooBoo from around the corner who no one knows what’s in his cup, you look presentable as a sign of respect to your client. The levels may vary, but the philosophy is etched in stone.
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You are always prospecting. I always say that once you step out of your home, you are at risk of meeting a potential client. That is doubly so when meeting with clients. When you go into a client’s office or even when meeting them at locations in the community. There is always the potential of being introduced to a colleague, their previous or next appointments, or a number of others who could be interested in your services, if you make the right impression.
If you don’t look the part, people will be too busy contemplating that to hear the eloquent presentation you make or read your thoroughly prepared proposal. At the interview, dress for the job you want to get. Once you have the job, start dressing for the promotion you are eyeing. This statement does not just apply to employees. Business owners need to also be mindful of it.
I’m just saying though…
Dream Big… Live Bigger…
DrJudiC
