Four Steps to Diffusing a Customer Disagreement

A client called me last week to coach her through a delicate situation with a customer. Her customer had entered into a legal agreement, and at the last minute, wanted to change the terms of the agreement without consent from the other party. This would have jeopardized the entire transaction. Furthermore, her customer insisted that she had told my client about her decision prior to signing the contract (which was not true). My client was on the hook to talk her customer out of a really bad decision, even though her mind was made up.

Six Strategies For Managing Toxic People

Can we be honest with each other? As much as we love our work, we don’t always love the people we work with. What happens when you encounter someone in the course of your workday that can potentially suck the life out of you while you are trying to succeed in the workplace?

In my coaching with dozens of CEOs, this issue presents itself over and over. Potentially toxic situations manifest with customers, vendors, employees, or other industry colleagues every day, in virtually every environment.

Six Steps to Lead Your Business (And Yourself) Through an Unexpected Setback

Small business owners are vulnerable to major disruptions when life throws a curve-ball. We make ambitious plans with “permanent” deadlines, knowing that one unexpected event can derail everything and we will need to pivot.

“I Know You’re Busy But…”

“I know you’re busy, but….”

“This may sound [crazy/stupid/silly], but…..”

In one of my recent coaching sessions, I worked with a client who is having difficulty engaging with an aggressive, somewhat disrespectful colleague. Let’s face it; we all have to deal with difficult people at some point in our careers. They are as predictable and enjoyable as taxes.

BIG PR on a Small Budget: Five Surefire Strategies to Get the Buzz Your Biz Needs

As a small business owner, I know first-hand how important it is to have a PR plan, but I also know that time, money, and resources are scarce!

So how does a business owner communicate their value – especially in an information-overloaded world, and rise above the noise?

The two questions small business owners must always ask when trying to get good press is:

5 Luxuries No Business Owner Can Afford

I was paralyzed with indecision. Then, my coach and 20-year advisor snapped me out of it. “Marissa, you don’t have the luxury of standing still.” The word “luxury” struck a chord. In business, time is money. Energy is money. If a business isn’t smartly applying these two valuable resources wisely, it means they are applying them poorly. There’s no in-between. There’s little margin for error.

F.O.C.U.S.

One of my favorite writers is Seth Godin. He has a way of framing brilliantly simple concepts in a succinct way that makes you go, “Why didn’t I think of that??”

One of his blogs last week was Cracking the Pottery. He talked about how we need to be able to let go of what’s not working for us, even if we’ve invested a lot of time/money/energy in it, so that we can be free to work on what IS working.

This is a conundrum that most entrepreneurs face for these reasons:

Boxed In? 4 Ways to Transform Your Corner into a Doorway

One of my favorite books when I was growing up was “Harold and the Purple Crayon.” With the stroke of a purple crayon, Harold designs the life he imagines. When he wants to go for a walk, he draws a moonlit path. When he’s hungry, he draws himself a lunch. When he becomes scared of his own illustrated dragon, he creates an ocean and a sailboat to escape just in time.

Harold uses his creative thinking to escape from life’s corners that constrain him.

People with big vision often find themselves painted into a corner. We set upon our path, often underestimating or unaware of the obstacles that may get in our way of progress. Or, we over-commit, and find ourselves completely overwhelmed with what we have promised to others. Wouldn’t it be great if we could draw ourselves an ocean and a sailboat, and simply sail away to a far-away land?

We can’t do that, but when our backs are up against the wall, we can create additional paths to lead us out of our corners. We can transform our corners into a doorway.

Driving an Intrapreneurial Spirit and Mindset

I’m working with a great company who’s committed to moving to the next level of growth. The owner/founder has done a very good job of establishing himself as a highly dependable and reputable subcontractor, but wants to triple the company size, and evolve into a prime contractor over the next 3 years. We have a lot of work to do. To make this pivot, we have to build his infrastructure, implement required processes, and align with the right people.

One of our most immediate tasks is to evaluate and shift the mindset and commitment of his current team. Growth can’t happen alone. It takes a village to build a business.

Avoiding SP-RH Syndrome

It’s all coming back to me….the early days of building a business, and laying a solid foundation to support healthy growth. I find myself with lengthy to-do lists that require many sets of helping hands. It’s tempting to simply throw new tasks over the fence to those that have already proven to be experts as I grow Successful Culture.

But wait. I’ve been down this road before with Information Experts. I’ve bitten off more than I can chew, and then tossed the overflow to a team mate. Eager to please, they say yes, even though my new request is outside of their core expertise… setting us both up for disappointment.