How to Ruin Your Business Reputation

No matter how desperate for customers you are, you must get that under control. People will sense this and either run from you or try and take advantage of you. Here are 3 tips to help you stay strong.

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  Posted by Joe Townsend, Redmond, Washington | Sep 23, 2009

  I appreciate your advice. We can visualize the situation and relate to it. Well done.
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  Posted by David Cornelson, Geneva, Illinois | Sep 24, 2009

  I am right at the moment in my business where we're not funded, we have a product, but we need more money to reach our target market. Without cash, we can't get there. I have a price point for our target, but added a lower priced, less-featured version to see if I could drive some revenue. I sold it as a Standard version and altered the original to be the Deluxe version. Still no sales. It's a very tight economy right now. No one is spending money. But I'm not going to do any more. I'm just going to keep trying to find ways to get PR and work my way into environments where I can reach my target market.
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  Posted by Marte Cliff, Priest River, Idaho | Sep 24, 2009

  Great advice! Nobody wants to eat in an empty restaurant or do business with someone with no other clients.

  I remember reading a Tony Robbins book a long time ago. He said that even when things are awful, if someone asks you how business is, you should enthusiastically say "Unbelievable!"

  It wasn't lying - things might be unbelievably slow, but you mustn't let on.
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  Posted by Bobbi Jo Woods, Maplewood, Minnesota | Sep 24, 2009

  Great article, Michele!

  I am too brutally honest, and I know that's a big downfall for me. Try as I may, I could be turning off people just by being too transparent.

  I know it's not the same as, "Fake it till you make it", but I will definitely keep these 3 things in mind when things are slow. Heaven knows I cannot afford to lose a potential client :)
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  Posted by Jenée Arthur, Seattle, Washington | Sep 24, 2009

  I appreciate your sharing that even in a perceived down economy it's not about lowering fees. Yes, offering package options that will cater to tight budgets is a viable alternative, but one of the biggest mistakes in our own businesses and within the overall markets we serve is in lowering fees. It sets a precedent for undermining the overall value of the services we provide AND it creates a domino-effect in the particular industries we serve by ultimately lowering customary rates within the industry. It's simply bad all the way around, frankly.

  Thanks for the reminder. Value your business and customers will keep showing up.
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  Posted by Stacy Karacostas, Seattle, Washington | Sep 24, 2009

  Hi Michele, Great advice from you, as always. Whenever I meet small business owners desperate for business I get the same feeling as when I met single women desperate for a date. You can feel the desperation and it makes you, and any eligible man in the vicinity, run for the hills.

  The day I started turning down clients who were a bad fit, and scheduling people weeks out so I could spend more time on my own business, was the day I truly started on the path to success. Once I began developing products and services at a variety of price points my business went on a serious upswing.

  People are buying right now. They're just buying the things they believe will help them solve a problem, or achieve a goal. Make sure you're selling, and communicating, value to people with a big enough pain or problem you can solve and your business will grow too.

  Thanks for sharing! Stacy
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  Posted by Bill Doerr, Berlin, Connecticut | Sep 25, 2009

  Solid advice, Michele.

  It is a different time 'out there'. As Stacy says though, people ARE buying. Let's remember that.

  The opportunity is to focus on solid value propositions that are clearly communicated, aligned around meaningful results and ardently desired by prospects.

  Oh yes, and listen to less radio and TV . . . we are what we think and if we get too much of the media talking about how the sky is falling . . . we're more likely to get nervous and support a perception (it's still reality, right?) of scarcity. That is not good for any of us.

  Good post. Thank you.

  Converting competence into compensation
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  Posted by Colleen Wright, Portland, Oregon | Sep 25, 2009

  I know many people don't do trades, but if the trade is mutually-beneficial, I don't see a problem with that. I'm curious as to how this could hurt your reputation?

  I don't have a problem keeping my schedule full, so I don't ever suggest bartering, but, for instance, a new business that does mold remediation needed a website and I had a mold problem in my garage, so they fixed the problem and I created their website.

  Where's the downside?

  I don't look down on them for suggesting it and we both felt it was a fair deal.
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  Posted by Patricia Taran, Seattle, Washington | Sep 25, 2009

  It is a perplexing problem but one that can be tackled. You make a great point about the desperation factor and people can smell that a mile away.

  What I do is envision myself busy and I get grounded into my power before I try to drum up more business. In that way I can (hopefully) come across as already manifesting abundance and this is what they will hear in my voice.

  Hope this is helpful
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  Posted by Jessie Nunez, Snellville, Georgia | Sep 25, 2009

  Very true article.

  Busy-ness is a mindset. In any case, if things are slow, it's time to do that marketing you didn't have time for before. That will keep you busy and eventually refill the cupboards.

  Then you'll look busy because you really ARE busy.
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  Posted by Susan Templeton, Bellingham, Washington | Sep 25, 2009

  Michelle, while I never considered the horror of bartering on one's reputation, I agree it's in bad taste to EVER appear desparate. In my business (mortgages) it only fair to be real about finances. Naturally one does not harp on their own worries but having a sustainable approach to your business is respected.
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  Posted by Brad Miller, Chicago, Illinois | Sep 25, 2009

  I've always made it a practice to keep hardships quiet as business goes. We're doing great, by the way.

  I've over-played this strategy in the past and not made hard descisions that time called for...only because I was listening to my own PR.

  Great post.
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  Posted by Jodie Le, Seattle, Washington | Sep 25, 2009

  That is great advice Michele. Reputations are easily broken and it's critical for us to continue with strengthen our relationships with current clients and market ourselves well.
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  Posted by Jodie Le, Seattle, Washington | Sep 25, 2009

  That is great advice Michele. Reputations are easily broken and it's critical for us to continue with strengthen our relationships with current clients and market ourselves well.
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  Posted by Samir Tamhane, Mumbai, Maharashtra India | Sep 25, 2009

  Good efforts by Michele Pariza Wacek, However I beg to differ on some of the points.

  1. Non-Accessibility on phone if made as practice is very harmful rather customer will choose other options getting frustrated. This practice is very harmful in service Industry. Rather customers find better if the service provider is easily accessible on phone call. You have every opportunity of loosing the customer as he might look for other options.

  2. Dropping of the Prices/fees: This depends on situation and needs and options in front of customer which needs to be assessed. One has to be flexible to accommodate drop rather than loosing customer to competition.

  3. According to me In struggling Phase: deliver more value add and offerings where customer has higher perception value. I feel rather earn less than loose out opportunity to competition. Keep momentum of business rather flat than to drop, that itself is a growth. And most important don’t get frustrated rather keep trying hard

  Take an example of grass: when there is hurricane or tempest, big trees are routed out and the small grass simply bends and allows the wind to run over it and stands back again after its over.

  Regards Samir
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  Posted by Piper Lauri Salogga, Seattle, Washington | Sep 25, 2009

  Nice article Michele. I appreciate the simplicity and the hold your head high and weather the storm approach. I believe our inner beliefs have so much to do with the outer perception and if we lower our rates and sit around waiting for the phone to ring we are likely going to find ourselves feeling defeated, because that is what we've set ourselves up for. I think being yourself and believing in yourself is part of the key here... the right decisions will follow from this attitude. And, Samir... I love the grass vs tree analogy in a major storm... kind of like slow and steady wins the race (stay grounded and keep doing what you love and do best).

  Piper
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  Posted by Dave Liston, University Place, Washington | Sep 25, 2009

  I have to agree about the phone in this way: my outgoing VM announcements were trying too hard. I recently called another investigator who has been in the business for many more years than I, and his message was "this is (the phone number) leave your number and I'll get back to you." My impression was, this guy is so much in demand that if you know enough to call him you already know what the deal is. Maybe this doesn't work in all businesses or with neophyte customers, but I tried the same message and dang if I didn't get people leaving me messages to call them back.

  There's more than one way to do this "right."
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  Posted by Ray Cassidy, CARLISLE, Cumbria United Kingdom | Sep 25, 2009

  Great advice for us relative newcomers who are even newer to business oriented thinking. Such a lot of the material out there comes in at the wrong "angle" for my learning style. Many of the articles I have read here seem to chime with my particular needs for down to earth hype free advice.

  Thanks Michelle.
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  Posted by Chris Christopher, Mercer Island, Washington | Sep 25, 2009

  In my industry bartering is very common with other industries. Ive traded flooring for web design, an addition for a truck, a bathroom refacing for moving services from Idaho, countertops for landscaping. And when i bought my home recently in August, the bartering really began! I had all my sheetrock done for a bathroom remodel, electrical for tilework, hardwood refinishing for installing a floating floor on one of his projects. All of which panned out for all of us. The prob in bartering lies not in the nature of the trade, but the people involved. My hair stylist charges $75 a haircut for men! But since i have done electrical, drapery, base, and cleaning for her, i don't have to pay. But she did state that she wouldn't even consider it with anyone else after having been screwed numerous times. There is no shame in the trade, the shame comes from the people that take advantage of the other party. As for rates, I think this is an interesting topic! Being a contractor and more specifically a flooring guy, our rates have been slashed like Walmart specials due to the economy. Construction has the heaviest job loses so far. This has resulted in a flood of not only contractors from California and other states, but ex employees trying to survive and working for as little as $15hr to pay the bills. I havent lowered my rates, and the result has been less jobs. However, my Credit Restoration company is a much different case. We charge $600 a year for our services and that has been no problem with all the job loses, foreclosures, missed payments, etc. Yet these two careers are one in the same to me. They are labor/service companies. The difference is supply and demand. Ours is the only company that do what we do despite a few Credit Repair services claiming to do something similar. As for construction and flooring, tons of people claim to do it like I do, and the many customers out there don't know the difference other than the price. While most professional work by the hour in this thread, not all of us do. Take into consideration the many different strokes and we can realize that its not always the same for different folks. Awesome article, thanks for the stimulation. Hard ships come and go. Reputation is forever.
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  Posted by Aaron Savage, London, Greater London United Kingdom | Sep 25, 2009

  This is great advice and sometihng I often tell my own clients when they come to Interactive Mix for digital marketing strategy Other tactics are to add value and create an immeidate reason for a customer to buy right now

  ie don't charge less, add value with more, The more doesn't need to have a high cost price in fact the lower the cost price the better but offer this for a limited period.

  This tactic can often stimulate your own market and see you through slack times.
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  Posted by Ben Turner, London, Greater London United Kingdom | Sep 25, 2009

  Good points made here, the only area i'd take issue with is not answering your phone. I feel buyers when they are enquiring do wish to speak to someone, if you are too busy now, what service will they get in future. I understand the concept, but tread carefully around this area. However, if you pick up the phone and proactively go out and find business then you won't be able to answer it either! Ben, www.thesalespro.co.uk
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  Posted by Sara Lancaster, Denver, Colorado | Sep 25, 2009

  This is good advice and something I learned the hard way in the very beginning. I agree with some of the other commenters on #2 -- I'm often told I'm hired because I'm the only one who answered the phone. It probably just depends on who you're working with.
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  Posted by Edward Aldama, Phoenix, Arizona | Sep 25, 2009

  Nice! Thank you for this great reminder. It is a common struggle many of us face. It certainly generated a lot of response... :-} Great advice, Michele! Thank you. EA
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  Posted by Carolina Dursina, Spring Green, Wisconsin | Sep 25, 2009

  Michele, this is such a great article on a great subject; we share some of the concepts and I totally agree with you on the 3 points; by the way, I love #3.

  As a business owner of a historic Inn, I had to stay firm for the last 2 years and after all, not drop my rates at all.

  Thank you for this great reminder and refreshing article!
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  Posted by Samir Tamhane, Mumbai, Maharashtra India | Sep 25, 2009

  Dear Carolina,

  In Ideal situation no one wants to drop fees but better drop than loose the customer. This drop needs to be very judgmental in your own business interest. "Dont you agree, better retreat to live rather die of hunger"

  point 3 is very subjective and depends from one business to another and customer to customer. May be its possible for your vertical but may not apply to other industries.

  Best regards, samir
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  Posted by Lynn Fredricks, Portland, Oregon | Sep 25, 2009

  I always put dropping prices at the bottom of the list rather than at the top.

  It is easy to drop your price and produce some short term gains. As Stacy was saying, people do buy things they think are helpful when times are bad. Maybe its a good idea to see if there isnt something in the way of quality or delivery that can be improved first.

  I've spent a significant amount of time over the years working on pricing models, and I've either done myself or had clients do short term special offers to build customer bases (and the spectacular return on giving away some older products). But I dont know how many times Ive seen executives drop their shorts, then end up having to work twice as hard to get the same revenue they got the month before.
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  Posted by Lisa J. Jackson, Nashua, New Hampshire | Sep 25, 2009

  I like the article and have read all the feedback. I absolutely agree with the marketing aspect, although that should be ongoing even when you're busy. It's definitely what you should be doing when you need more work and in a way that won't make you look desperate for work.

  I will always answer my phone if I'm available, if I'm not, then my voicemail says I'll get back to the person as soon as I can. If I'm working on a project and need to focus, then I won't answer the phone. I will ignore email for several hours at a time since it can get distracting to the nth degree. Not answering phone or emails in a timely manner can absolutely tarnish your reputation.

  As for lowering rates and bartering, it all depends on the business and the people involved. I haven't done either, but would absolutely love to barter web site development for my editing services. I can build my own web site, but it takes a lot of time away from my business. Yet if I improve my web site I can probably get more business. It's a catch-22 I've been wrestling with for a while now. :) In the right situations, bartering is good for both parties and lends itself to word-of-mouth referrals if both parties are satisfied with the trade.

  It's great when an article generates a lot of discussion.

  thanks, Michele!
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  Posted by Shaunna Ballas, Snohomish, Washington | Sep 25, 2009

  Thank you for the timely and supportive reminders Michele.
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  Posted by Holly Resendiz, Des Moines, Washington | Sep 25, 2009

  Michele, great job on this article. When things get slow the tendency is to panic and lose focus on what our ultimate business goals are. Things will change. They always do.

  Cutting prices just to get bodies in the door it can take your business in a direction you don't want it to go.

  Time to be creative to provide options for customers without shooting yourself in the foot.
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  Posted by Dennis Heins, Seattle, Washington | Sep 25, 2009

  Excellent, excellent article! I started my business just this spring and I have had to face all these points. I have come to pretty much the same conclusions. One has to wonder about the wisdom of not answering the phone. In a day when everyone has a cell phone (and everyone knows that everyone has a cell phone), it would not be a very big leap for a potential customer to assume you are not that interested in what you are doing if they consistently got your voice-mail first.
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  Posted by Sandy Rivers, San Mateo, California | Sep 25, 2009

  I also appreciate this article very much Michele.

  The issue of the phone is a conflict because I am usually not able to answer and would like to. As a Legal Document Assistant(LDA) I am always on the phone, completing documents or meeting with clients. It would be much easier to answer the client when they call for whatever reason.

  On my website, I do promise to answer the phone before the day ends and answer all emails within 24 hours. I have kept that promise and to date have never reneged.

  Thank you for an outstanding article Michele.
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  Posted by Rodolphe Brun, Las Vegas, Nevada | Sep 25, 2009

  I disagree with not answering the phone. I am very busy in my business, my primary focus is to be on the top of any communication, I answer the phone and respond to email promptly and that's the main reason I keep my clients and gains more everyday.
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  Posted by Deb McClanahan, San Mateo, California | Sep 25, 2009

  I like the idea of not answering the phone. Clients know not to call me on Friday afternoons - I'm usually at the movies, and they know that. They also know that if there is a crisis, they can leave a message on Friday afternoon and get a call or email back in the evening or over the weekend. It's a tough balance to strike in being responsive and not being busy enough.
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  Posted by Charles Smith, San Diego, California | Sep 25, 2009

  Hi Michele, I like and agree with everything you said, but I would like to add to #2. Since I carry and Blackberry like many others do, I pride myself on actually using it to respond very quickly to my client’s requests, but with one small detail in the response. If you use a Blackberry and are familiar with setting up the signature that’s used when communicating through your Blackberry, leave the default signature that says “Sent from my wireless Blackberry”; this way you can respond quickly, but it shows your clients you are out working and not sitting at the office. Thank you for the great post.

  -Charles http://www.linkedin.com/in/charlesasmith
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  Posted by Vic Desotelle, Santa Cruz, California | Sep 27, 2009

  This one is reeeeeeally on the edge for me.

  And i quote: "The mistake happens when you make this too transparent."

  Heck folks: Transparency is the future of business. So why are we so afraid to expose our humanity within an economic system that is no longer working?

  Sure go ahead and manipulate your words all you want ... Or try something reeeeeeeally refreshing: You tell your clients the truth, WITHOUT making yourself a looser that can't help them.

  Try this on for size: http://tinyurl.com/LeadershipEcology

  VicDesotelle.com
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  Posted by Cheryl Bezuidenhout, Surrey, British Columbia Canada | Sep 27, 2009

  I agree in principle on all but one of the points. Answering the phone most times, if not every time is just plain and simply good customer service. I'm relatively new to the North American marketplace and if it's one thing that really ticks me off; it's the screening of phone calls. This is my point of view on the subject: If I made the effort to phone you, and I am a client of yours, please respect me enough to answer my call if you are sitting there watching the phone ring. It takes time to make a call, so the reciprocal effort to answer the call is about validating someone else's efforts to communicate with you and in so, validating them. Phone calls should be positive interactions for customers that give money to your business because you fulfill a service or product requirement for them. If you take away their ability to make themselves heard (no matter what the reason), you undermine your clients' satisfaction with your business and their belief that you are effective and that they are a valuable customer to you. Sooner or later, they will not bother trying to phone you anymore and they WILL go somewhere else.

  I agree that we should not waste 'free time' created by lulls in customer-generated workflow. We should be rethinking strategic goals and actions, reviewing markets and marketing, updating our own material, such as websites, brochures, etc. and collecting data on new prospects in order to get a fresh marketing effort out the door.
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  Posted by Carolina Dursina, Spring Green, Wisconsin | Sep 27, 2009

  Vic, I agree with you. For example in my business, I enhance that by introducing - online booking!

  Before, I could say to people - I have 1 room left or just 2, - so, they might want to book with me wright away,----NOW, since I have the service on line, I am "exposed" - they can see the naked truth, --- if I have all rooms available or whatever,....

  To me the phone situation is also different, I had people say "I like that, you answer the phone within 2 rings, it doesn't happen in many places." and that shows customer service, appreciation and that you are there for them.

  Proprietor for The Usonian Inn LLC "Where History Meets the GREEN Future!" Green consultant http://usonianinn.homestead.com
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  Posted by Penny Crow, Round Rock, Texas | Sep 28, 2009

  Great article Michele! I am a strategic coach and I'm alway amazed at how "opened" my clients are regarding their business to their own perspective clients.

  As for the comments taking exception to Michele's three points -

  I don't think anything is wrong with bartering when done appropriately. You can set up the conversation so that the other person can initiate the barter discussion. Michele's point is not look desperate.

  Keep marketing in good and bad times for your business. Many times I see business owners stop networking and marketing during the 'good' times and then wonder what happened when the 'bad' cycles occur.

  And last but not least, I think most people value the call back within a timely fashion and don't get too hung up on the voice mail picking up calls. My clients would not be very happy with me for taking a call during their appointment that could have been left on voice mail. Most people understand that we can't answer the phone all the time. They just want the courtesy of getting a returned phone call.

  Thanks Michele!
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  Posted by Vic Desotelle, Santa Cruz, California | Sep 28, 2009

  xxx
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  Posted by Felicia Conner, Edina, Minnesota | Sep 28, 2009

  I loved your article. I am just starting an office and feel worried sometimes, but am definitely using your ideas. I am keeping busy! If I am not with patients I am marketing myself, so my schedule always looks pretty full.
  That way patients "feel" they are getting a great chiropractor, which they are. :) Thanks again for your article.

  Dr. Felicia Conner, DC, DICCP www.childandfamilychiro.com
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  Posted by Ali Goodwin, Kittery, Maine | Sep 28, 2009

  Great advice Michele!

  Marketing is one of the most time consuming aspects of being a business owner. And with the economy being the way it is budgets for marketing are suffering. But, there are a lot of FREE marketing tools out there, hence the reason we are all on Biznik!

  Taking advantage of the down time to market is very important. How else will the new clients find you?

  They are all great tips and very useful! Thank you for such a great article.

  Ali, the main brain www.acadiacreative.com
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  Posted by Jack Young, Bellevue, Washington | Sep 28, 2009

  Good advice on not dropping the fees...it's something else that not working!

  Great!

  Jack
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  Posted by Mélanie Hope, Las Vegas, Nevada | Sep 28, 2009

  Thank you for the timely article, Michele. While I tend to appreciate honesty, I can see where too much can be a bad thing. I get bored when someone starts rattling off their life story without provocation, I can only imagine what it is like for a potential client to hear how hard it is for the business owner, how much they need rent money, etc. Instills a certain distrust in their abilities. Seems to be a popular tactic these days, and I hope a lot of these folks learn from folks like you.

  Marketing is the one thing that should NEVER be decreased in difficult times. Sadly, for small businesses, it is usually the first thing to go.

  I do agree with some of the posts about bartering, though. If it is mutually beneficial and evenly valuable, why not? There are sites devoted to such actions - craigslist always has trade requests and I believe someone from biznik is hosting a launch party for dibspace.com just to name a couple.
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  Posted by Chris Christopher, Mercer Island, Washington | Sep 29, 2009

  I like to answer my phone asap. Often i am on the phone already or have power tools and a radio going that causes me not to be able to hear the phone. I have been complimented many times on my availability and promptness. I agree with Vic about being honest. I dont get why we should all lie to eachother. Certainly giving your life story isnt needed. But if you ask me how it is, i will tell you how it is. In all aspects of my life i am this way. When dealing with clients and pricing sometimes i will throw it in just to keep the playing field level. For example i would write down the cost of a particular service and next to it i would write down the cost of my mortgage, or cell phone payment which is often twice any one elses so that i CAN be available. I have already done the numbers on the cost of my subs. And by using them consistently they regularly give me price breaks without my asking, begging or demanding. Therefore i dont have to negotiate constantly or try to make them work for less than what they are worth. I share this attitude with most of the self employed people i deal with. I like to pay all of you what you want to be paid, as long as you are being fair and competitive. That way i can ask for the best service and everyone will be happy to give it. Lets all be a little more honest with eachother, lets treat eachother a little better, lets pay eachother what we are worth, and we will all benifit from it.
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  Posted by Ann Strong, Denver, Colorado | Sep 29, 2009

  While I appreciate the essence of what you're getting at, I strongly disagree with how you suggest doing something about it.

  As a consumer, I am annoyed and overwhelmed by all of the business people who are sending me three times as many marketing emails. No matter how cleverly they "disguise" it as a "Back to School Special," I feel the desperation. The Course in Miracles states, "There are no private conversations." We can pretend no one is going to notice that we are desperate, but they will.

  A far better strategy than overdoing the marketing like everyone else might involve putting together something new for the business, as you suggested, Michele. Or, doing some pro-bono work for an individual or organization you'd like to support. Then when people ask "How's business?," you can answer authentically that things are going great and tell them a bit about your work with this worthy organization. Or, using some of your extra time to take better care of yourself, perhaps learning a new tool to help you feel centered and peaceful, regardless of cash flow. Then, talk with people about what you're learning - maybe that becomes the foundation for a new product or program you develop.

  Thanks for the thought-provoking article, Michele.

  http://ThrivingCoaches.com
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  Posted by Chris Lott, Meridian, Idaho | Oct 02, 2009

  What great advice. I took over my team in December 2008 and immediately went into "gain market share" mode. http://www.lottspace.com/?p=739. As we have progressed we have already seen some great success. We took on social media as well and has really helped with this endeavor. However I have had instances where members of my team took the sales process too far and looked desperate. http://www.lottspace.com/?p=2243 Thanks again for a well written important topic.
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  Posted by Joel Primer, San Rafael, California | Oct 05, 2009

  Some good guidance here, but as many pointed out there are exceptions to all of these points. Regarding rates, it depends on your industry and your offering. I say, know your competition and understand who is winning business and why. If you're simply pricing yourself out of the market, putting together a "value package" or introductory offer might be a good way to go in the short term if your work is being commoditized and you're in need of cash flow. An un-advertised "recessionary sliding scale" when quoting / pricing a particular project or job can help build business relationships in a tough time...but this has to be done with the caveat that this is a one-time or limited-time offer. It can also be a great way for new clients to take you for a test drive (and vice-versa) via a limited offering. If you want to view it as a long-term strategy for attracting clients at a lower price point, package it as "basic" vs. "deluxe", or whatever. But the goal is to convert "basic" clients to "deluxe" clients...so you'll need to have a compelling upsell.
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  Posted by Dennis Dilday, Everett, Washington | Oct 05, 2009

  Well said Michele.

  Activator Methods Chiropractic Technic in Everett, WA
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  Posted by Johanna Annable, Vancouver, Washington | Oct 14, 2009

  Nice article Michele! And great points by Joel about the Basic, Standard and Deluxe packages.

  Continuing to market and strategize through the recession has helped tremendously. Now my company is scheduling projects through December. Projecting a contiguous professional image is so important!

  Just FYI, I agree with not lowering your pricing. If a customer cannot afford the premium package simply offer them a less costly package but with elements taken out. This strategy does not undermine perceived value of your company.

  In my line of business, we are obligated by law to be licensed, bonded and insured as specialty and/or general contractors.

  Those businesses that operate without appropriate licensing under cut and devalue our industry standards and should be found and reported. No one should hire a contractor without checking them out for proper licensing and liability.

  Johanna's Design Studio WA-JOHANDS931CN OR-17433
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  Posted by Cheryl Dixon, Sandy, Oregon | Oct 14, 2009

  Wow! Over 3,900 bizniks read your article. Are we paranoid or what:)
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  Posted by Michael Kull, Arlington, Virginia | Oct 20, 2009

  What a great hook! If I'm like everyone else, I'm sure I've ruined mine with somebody somewhere sometime. Hope this isn't one of those times. Your experience triggered me to blog about your post. Basically says that we shouldn't reject the idea of a barter economy.

  amplifi.blogspot.com
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  Posted by Fiona Walsh, Vancouver, British Columbia Canada | Oct 21, 2009

  This is a great article. I have lost count of how many people I have run into who reek of desperation. They either end up trying to sell too hard, which makes people pull back, or give up trying and just talk about how tough it is out there. Give your head a shake. It's unlikely that people will want to hire you if they think no one else does.
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  Posted by Troy Cantini, Seattle , Washington | Oct 23, 2009

  Desperation is truly bad. I overheard a painter basically begging to get a job and it just made me sick to hear. I got a refreshed view of the answer to how is business. I have been answering honestly ie It is slow but moving along. For now on I am busy as ever.
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  Posted by Troy Cantini, Seattle , Washington | Oct 23, 2009

  As far as not answering the phone. No I am not gonna start doing that yet but appreciate the insight.
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  Posted by Keith Gormezano, Seattle, Washington | Feb 12, 2010

  I don't agree with the suggestion to not answer the phone. I have gotten several clients to help them with their QuickBooks and Quicken problems because I did answer the telephone.

  This meant that that I didn't have to worry about a competitor winning the sale as the client was frantic and wanted to close the sale and solve their problem.

  One commented that I was the only one out ten that she called who called them back. Which was why I got the job.

  Dr. QuickBooks: I make house calls to teach you.
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  Posted by Carolina Dursina, Spring Green, Wisconsin | Feb 12, 2010

  Phone operation comes with the business territory, style, service you offer and so much more.... My phone is my biz life and so is my e-mail.