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Get More Done with the DRY Principle

By John Rampton | Business Tips | No Comments

Take a minute and think about your everyday tasks. I’m sure that many of them are likely to be repetitive and time-consuming — whether you’re working in an office or from home. But, is there a way to reduce this workload to get more done so that you’ll be productive instead of being busy?

Thankfully, there are several strategies you can try in order to get more done. Examples include the Eisenhower Matrix or the Pareto Principle. But, have you tried the DRY Principle?

What is DRY, and How Does it Work?

Andy Hunt and Dave Thomas, in their book The Pragmatic Programmer, coined the phrase “don’t repeat yourself” in 1999. They describe DRY as “Every piece of knowledge must have a single, unambiguous, authoritative representation within a system.”

In software engineering, DRY is a technique for reducing repetition in code. Coders streamline coding using a single, reusable source, aka “snippet,” whenever appropriate. Hence, the name, don’t repeat yourself.

As well as saving time, writing the same thing multiple times means that there is less room for human error. After all, if you make a mistake once, you’ll probably make it twice. Plus, if you decide to make any changes, you only have to do this one time.

The bottom line is that less code is good. It saves time and energy. It’s much easier to maintain. And, it also reduces the likelihood of bugs.

While the DRY Principle originally applied to software development, it can be adopted into other facets in order to get more done. For example, on a daily basis, how many emails do you send and receive? Essentially, you’re recreating the same structure with slightly different wording with each email. And, when you’re calendar is already booked, this can be very tedious.

DRY requires that you take note of all your actions throughout the day, one at a time. You can include tasks that are within the following categories in order to meet this requirement:

Unplanned events, such as a phone call from a client or urgent text from a colleague.
Monthly and yearly obligations, like annual reports and one-on-one meetings with team members.
Everyday routines and your top priorities.

Once you’ve compiled this list, you can determine which ones apply to the DRY Principle. From there, take note of how repetitive, time-consuming, and intimidating each one is, and mark them down. If the top candidates are DRY Principle qualifiers, you can automate as many of these as possible.

In some cases, you will not be able to automate all the duties. However, you can streamline certain parts to help you get more done.

Where Are You Repeating Yourself?

Have you ever used a system like Getting Things Done (GTD)? If so, the DRY Principle should be easy to understand as both follow a similar process. DRY, however, aims to avoid redundant processes.

To get started, keep a daily journal for at least a week. Then, you should track your time for a more accurate picture for a month or so. This allows you to take note of your routine tasks. But, this should also help you identify less frequent occurrences as well.

Here are some pointers you can use while tracking your time.

Add unplanned or unscheduled tasks, like responding to a client’s email.
Keep track of monthly and annual tasks. Examples of these are quarterly reports, audits, invoicing, and tech maintenance.
Ask others what their routine tasks are to fill in any gaps.

Hopefully, you now have a bird’s-eye view of your tasks. Next, you need to decide which tasks are best suited to DRY.

You can do this using whatever tools you rely on to track your tasks. For example, you can create tags or labels for each category in your to-do list or time-tracking app. The categories can then be added as columns in a spreadsheet. Or, you can go old school and write them down with a pen and paper.

To make this process easier, hone in on the corresponding categories;

Pain points. These would be the activities that you dread so much that they cause you to procrastinate
Bottlenecks. Which tasks are bogging down the rest of your day?
Tasks that require a lot of time. Review your time-tracking results and determine which tasks consume most of your time.
Work that repeats itself. Which tasks do you find yourself doing over and over?

As a result of categorizing your tasks, you can now identify which tasks are suitable for DRY. DRY is most likely to benefit tasks with a repetitive nature. You can eliminate repetitive tasks from your list if they aren’t essential so that you can focus on what’s important.

Create Templates

After discovering where you’re repeating yourself, you can now find ways to eliminate them so you can get more done. And, perhaps the most accessible place to start is through templates.

In most cases, templates are blank documents that need to be filled in. You can either create one from scratch or download a premade online. Regardless, templates will save you time since you’re no longer constantly creating emails, invoices, or calendars every day.

Generally speaking, templates are most needed in the following areas:

Emails. Office workers receive an average of 121 emails each day. As a result, there’s a possibility you’re sending the same emails repeatedly. You can create your own template by removing all the personal information and saving it for later use.
Internal communications. Examine your most recent communications and search for patterns. Even a minimal template can ease your stress and save you time.
External documents. Contracts, proposals, invoices all seem to look the same. However, when you remove the information specific to your clients and partners, you’ll have a template to use, and you can customize it as needed.
Presentations. Prepare a presentation template if you deliver more than one presentation a year. Then, regardless of how different each presentation appears, the basic structure can remain the same.

One more thing with templates. You should consider them as non-static documents. You should, therefore, update the template if you notice that you’re always making the same changes.

Automate Routine Tasks

During the course of your workday, you perform several repetitive tasks. But, what business tasks should you consider automating?

For starters, scheduling appointments. It’s easy to schedule appointments with calendar apps. You can send your calendar via email or link it to your website. You can now show others your availability so they can select a time and date that works for them. Once chosen, the event will be automatically added to schedules for all attendees.

Sorting and responding to emails, posting to social media, and filling out online forms can also be automated. This is also true for proposals, invoicing, customer service, and data backup.

You may only have to spend a couple of minutes on each task. But they add up quickly and divert your attention.

Follow the 30x Rule

Until now, we’ve only discussed the many ways you can leverage tools and messages to save time. However, DRY can also be useful in your daily activities.

“Most managers would think it’s crazy to spend 2.5 hours training someone to do a 5-minute task because they think ‘it would just be faster to do it myself,” notes Management consultant Rory Vaden. “That is because most managers are stuck in classic ‘urgency’ thinking of only evaluating their tasks inside of the construct of one day.”

“In which case, it never makes sense to spend 2.5 hours training someone to do a task that they could do themselves in just 5 minutes,” says Vaden.

According to Vaden, you should allocate 30X that amount of time to train others for any task that can be delegated and repeated. For example, a five-minute task delegated and trained for 2.5 hours will save you 1100 minutes (over 18 hours! ), according to the 30-X rule.

Mathematically speaking, it’s Total Task Time (5 minutes 250 working days) – Training Time (5 minutes).

It’s All About Staying DRY

Because all these processes are getting done in the background, you will have more free time because you won’t need to perform repetitive tasks manually. So when it comes to time management, the DRY Principle is an effective tool to experiment with.

By maximizing your output now, you will have more time to spend on the things that matter most in the future. And, to get started, take a look at your current workload, and see if there is anything you can automate under the DRY Principle.

Image Credit: Enikő Tóth; Pexels; Thanks!

101 Inspiring Quotes About Reaching Your Goals

By Deanna Ritchie | Business Tips | No Comments

We fall into the same trap year after year. We make a promise to ourselves to exercise, lose weight, get organized, learn something new, or get our finances in order. By the start of February, however, 80% of all New Year’s resolutions fail.

How come? Well, resolutions rarely involve concrete steps to follow and keep us motivated. What’s more, the majority of resolutions are centered around peer pressure and arbitrary dates.

Instead of making the same mistake next year, and beyond, you shouldn’t make resolutions. Rather, you should be looking at setting and reaching your goals. And, the help you get started and stay focused on these goals, here are 101 quotes you should refer to when needed.

Quotes About Setting and Starting Goals

1. “If you set goals and go after them with all the determination you can muster, your gifts will take you places that will amaze you.” — Les Brown

2. “Becoming a star may not be your destiny, but being the best you can be is a goal that you can set for yourself.” — Brian Lindsay

3. “You need a plan to build a house. To build a life, it is even more important to have a plan or goal.” — Zig Ziglar

4. “It must be borne in mind that the tragedy of life doesn’t lie in not reaching your goal. The tragedy lies in having no goals to reach.” — Benjamin E. Mays

5. “Setting goals is the first step in turning the invisible into the visible.” — Tony Robbins

6. “If you want to be happy, set a goal that commands your thoughts, liberates your energy, and inspires your hopes.” — Andrew Carnegie

7. “Setting a goal is not the main thing. It is deciding how you will go about achieving it and staying with that plan.” — Tom Landry

8. “Goals are not only absolutely necessary to motivate us. They are essential to really keep us alive.” — Robert H. Schuller

9. “Setting goals allows you to paint a vision of what you wish your future to be.” — Catherine Pulsifer

10. “You should set goals beyond your reach so you always have something to live for.” — Ted Turner

11. “All who have accomplished great things have had a great aim, have fixed their gaze on a goal which was high, one which sometimes seemed impossible.” — Orison Swett Marden

12. “Our goals can only be reached through a vehicle of a plan, in which we must fervently believe, and upon which we must vigorously act. There is no other route to success.” — Pablo Picasso

13. “Goal setting is a powerful tool and process for motivating you. When effective goals are set, a giant step towards the life you desire is taken.” — K.C. Rowntree

14. “Set realistic goals, keep re-evaluating, and be consistent.” — Venus Williams

15. “You are never too old to set another goal or to dream a new dream.” — C. S. Lewis

16. “If you set your goals ridiculously high and it’s a failure, you will fail above everyone else’s success.” — James Cameron

17. “To the person who does not know where he wants to go there is no favorable wind.” — Seneca

18. “You have to set goals that are almost out of reach. If you set a goal that is attainable without much work or thought, you are stuck with something below your true talent and potential.” — Steve Garvey

19. “No desired achievement is gained without any goal setting.”– Wayne Chirisa

20. “The victory of success is half won when one gains the habit of setting goals and achieving them.” — Og Mandino

21. “By recording your dreams and goals on paper, you set in motion the process of becoming the person you most want to be. Put your future in good hands—your own.” — Mark Victor Hansen

22. “A person should set his goals as early as he can and devote all his energy and talent to getting there. With enough effort, he may achieve it. Or he may find something that is even more rewarding. But in the end, no matter what the outcome, he will know he has been alive.” — Walt Disney

23. “In the absence of clearly defined goals, we become strangely loyal to performing daily acts of trivia.” — Unknown

24. “You can do anything if you set goals. You just have to push yourself.” — RJ Mitte

25. “In life, the first thing you must do is decide what you really want. Weigh the costs and the results. Are the results worthy of the costs? Then make up your mind completely and go after your goal with all your might.” — Alfred A. Montapert

26. “Don’t look at the big picture as the only achievement. Start with set, smart goals and work up to something bigger.” — Jordyn Wieber

27. “Begin with the end in mind.” — Stephen Covey

28. “One part at a time, one day at a time, we can accomplish any goal we set for ourselves.” — Karen Casey

29. “Be practical as well as generous in your ideals. Keep your eyes on the stars, but remember to keep your feet on the ground.” — Theodore Roosevelt

30. “Focus on the possibilities for success, not the potential for failure.” — Napoleon Hill

31. “Every minute you spend in planning saves 10 minutes in execution; this gives you a 1,000 percent return on energy!” — Brian Tracy

32. “Set daily, monthly, and long-term goals and dreams. Don’t ever be afraid to dream too big. Nothing is impossible. If you believe in yourself, you can achieve it.” — Nastia Liukin

33. “The thing about goals is that living without them is a lot more fun in the short run. It seems to me though, that the people who get things done, who lead, who grow, and who make an impact…those people have goals.” –– Seth Godin

34. “If you want to live a happy life, tie it to a goal. Not to people or things.” — Albert Einstein

35. “A dream written down with a date becomes a goal. A goal broken down into steps becomes a plan. A plan backed by action makes your dreams come true.” — George S. Reid

36. “Goals are the road maps that guide you to your destination.”-– Roy T. Bennett

37. “When you set a goal, your brain opens up a task list.” — Mel Robbins

38. “A good goal is like a strenuous exercise — it makes you stretch.” — Mary Kay Ash

39. “The reason most people never reach their goals is that they don’t define them, or ever seriously consider them as believable or achievable. Winners can tell you where they are going, what they plan to do along the way, and who will be sharing the adventure with them.” — Denis Waitley

40. “Set goals and seek challenges; Become a role model for those coming behind you.” — Charles F. Bolden

41. “For most of us, goal-setting sounds and usually is a grueling process, because we most often confuse a goal with a wish, an objective with a desire.” — Michael Lombardi

42. “Start where you are. Use what you have. Do what you can.” — Arthur Ashe

43. “The secret of getting ahead is getting started. The secret of getting started is breaking your complex, overwhelming tasks into small manageable tasks, and then starting on the first one.” — Mark Twain

44. “The trouble with not having a goal is that you can spend your life running up and down the field and never score.” — Bill Copeland

45. “When I was growing up I always wanted to be someone. Now I realize I should have been more specific.” — Lily Tomlin

46. “If you don’t make the time to work on creating the life that you want, you’re going to spend a lot of time dealing with a life you don’t want.” — Kevin Ngo

47. “Wish it. Plan it. Do it.” — Jaipal Singh

48. “You know that one thing you’ve always dreamed about? Write it down. Then take the first step. Today.” — Petra Poje

49. “The best way to approach a goal is to first break it down into very small bite size steps. Each one of these steps should lead logically to the next step to be completed in a linear order.” — Byron Pulsifer

50. “Stop setting goals. Goals are pure fantasy unless you have a specific plan to achieve them.” — Stephen Covey

Quotes About Ambitious Goals

51. “Most impossible goals can be met simply by breaking them down into bite-size chunks, writing them down, believing them and going full speed ahead as if they were routine.” — Don Lancaster

52. “This year I will achieve my most important goal by breaking it down into 365 tiny chunks and tackling on chunk each day.” — Marelisa Fabrega

53. “One way to keep momentum going is to have constantly greater goals.” — Michael Korda

54. “I think goals should never be easy, they should force you to work, even if they are uncomfortable at the time.” — Michael Phelps

55. “A goal is not always meant to be reached, it often serves simply as something to aim at.” — Bruce Lee

56. “By having big goals and pushing yourself towards them you will have a lot more energy because you know exactly what your doing and what you’re doing it for.” — Troy Foster

57. “I would encourage you to set really high goals. Set goals that, when you set them, you think they’re impossible. But then every day you can work towards them, and anything is possible, so keep working hard and follow your dreams.” — Katie Ledecky

58. “The people who are crazy enough to think they can change the world are the ones who do.” — Steve Jobs

59. “Impossible is just a word thrown around by small men who find it easier to live in the world they’ve been given than to explore the power they have to change it. Impossible is not a fact. It’s an opinion. Impossible is potential. Impossible is temporary. Impossible is nothing.” — Muhammad Ali

60. “Aim at the sun and you may not reach it; but your arrow will fly far higher than if you had aimed at an object on a level with yourself.” — F. Hawes

61. “Set your goals high, and don’t stop till you get there.” — Bo Jackson

62. “When you’re trying to accomplish lofty goals, and when you’re attacking something of great magnitude, you have to have help.” — Zach Johnson

63. “Always remember, you have within you the strength, the patience, and the passion to reach for the stars to change the world.”– Harriet Tubman

64. “Reach high, for stars lie hidden in your. Dream deep, for every dream, precedes the goal.” — Rabindranath Tagore

65. “The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it.” — Michelangelo

66. “Don’t let anyone turn your sky into a ceiling.”– Anonymous

67. “Think little goals and expect little achievements. Think big goals and win big success.”– David Joseph Schwartz

68. “Don’t be afraid to give up the good to go for the great.” — John D. Rockefeller

69. “Far better is it to dare mighty things, to win glorious triumphs–even though checkered by failure–than to rank with those poor spirits who neither enjoy much nor suffer much, because they live in a gray twilight that knows not victory nor defeat.” —Theodore Roosevelt

70. “If your dreams don’t scare you, they are too small.” — Richard Branson

71. “It is very hard to fail completely if you aim high enough.” — Larry Page

72. “Limitations only exist if you believe they exist. No one ever achieves more than they set their goals at, so aim high.” — Unknown

73. “Twenty years from now, you will be more disappointed by the things that you didn’t do than by the ones you did do. So throw off the bowlines. Sail away from the safe harbor. Catch the trade winds in your sails. Explore. Dream. Discover.” —Mark Twain

74. “Once you have tasted the taste of sky you will forever lookup.” — Leonardo Da Vinci

75. “Set a goal so big that you can’t achieve it until you grow into the kind of person who can.” — Anonymous

Motivational Quotes to Help You Crush Your Goals

76. “It always seems impossible until it’s done.” — Nelson Mandela

77. “Arriving at one goal is the starting point to another.” — John Dewey

78. “The only limit to the height of your achievements is the reach of your dreams and your willingness to work for them.” — Michelle Obama

79. “Mirror, mirror on the wall, I’ll always get up after I fall. And whether I run, walk, or have to crawl, I’ll set my goals and achieve them all.” — Chris Butler

80. The only person you are destined to become is the person you decide to be.” — Ralph Waldo Emerson

81. “When it is obvious that the goals cannot be reached, don’t adjust the goals, adjust the action steps.” — Confucius

82. “Be practical as well as generous in your ideals. Keep your eyes on the stars, but remember to keep your feet on the ground.” — Theodore Roosevelt

83. “Write your goals down in detail and read your list of goals every day. Some goals may entail a list of shorter goals. Losing a lot of weight, for example, should include mini-goals, such as 10-pound milestones. This will keep your subconscious mind focused on what you want step by step.” — Jack Canfield

84. “Some people want it to happen, some wish it would happen, and others make it happen.” — Michael Jordan

85. “Every day you spend drifting away from your goals is a waste not only of that day, but also of the additional day it takes to regain lost ground.” — Ralph Marston

86. “If we have a goal and a plan, and are willing to take risks and mistakes and work as a team, we can choose to do the hard thing.” — Scott Kelly

87. “If what you are doing is not moving you towards your goals, then it’s moving you away from your goals.” — Brian Tracy

88. “Success is the progressive realization of a worthy goal or ideal.” — Earl Nightingale

89. “Learn the art of patience. Apply discipline to your thoughts when they become anxious over the outcome of a goal.” — Brian Adams

90. “What you get by achieving your goals is not as important as what you become by achieving your goals.”– Henry David Thoreau

91. “There’s nothing better than achieving your goals, whatever they might be.” — Paloma Faith

92. “If a goal is worth having, it’s worth blocking out the time in your day-to-day life necessary to achieve it.” — Jill Koenig

93. “Stay focused, go after your dreams and keep moving toward your goals.” — LL Cool J

94. “Goals are not only absolutely necessary to motivate us. They are essential to really keep us alive.” — Robert H. Schuller

95. Obstacles are those frightful things you see when you take your eyes off your goal. — Sir Edmund Hilary

96. “It’s harder to stay on top than it is to make the climb. Continue to seek new goals.” — Pat Summitt

97. “Press forward. Do not stop, do not linger in your journey, but strive for the mark set before you.” — George Whitefield

98. “Whenever you want to achieve something, keep your eyes open, concentrate and make sure you know exactly what it is you want. No one can hit their target with their eyes closed.” — Paulo Coelho

99. It’s not about getting out of your comfort zone to reach your goal. It’s about widening your comfort zone so far that your goal fits comfortably inside. Once you do that, hitting your goals will be like hitting 3s for Steph Curry. — Richie Norton

100. “Dream your own dreams, achieve your own goals. Your journey is your own and unique.” — Roy T. Bennett

101. “This one step: choosing a goal and sticking to it, changes everything.” — Scott Reed

Image Credit: Engin Akyurt; Pexels, Thank you!

101 Inspiring Quotes About Reaching Your Goals was originally published on Calendar by Deanna Ritchie.

7 Tips for Firing an Employee Gracefully and Ethically

By John Rampton | Business Tips | No Comments

As an empathetic leader, I couldn’t help but cringe when I read how Better.com let go of 900 employees…over Zoom. Not only is this a PR nightmare. It can drain morale and create a toxic work environment.

But, could it get any worse? Well, here’s what an employee, who wasn’t fired, had to say about the experience to Business Insider.

“You’re the lucky ones,” CEO Vishal Garg told them. “Garg said the people he laid off had been low performers — and then he set the bar even higher for those of us left, telling us it was time to work even harder than before,” the employee added. “It was pretty scary to hear that from someone who had just fired 900 people.”

“This wasn’t my first time being at a company going through layoffs, but this one was different,” they stated. “There was absolutely no warning, and in the aftermath, Garg belittled the laid-off workers to the rest of us and told us there would be no second chances from now on. The whole thing was demoralizing.”

“Since the layoffs, everyone has been on edge,” the employee elaborated. “We’re all looking behind our backs, expecting to get fired next. It’s not a healthy environment.”

While the optics are bad, we don’t know what’s happening behind closed doors. So maybe Garg did have a valid reason for letting these employees go. In my opinion, though, he went about it the wrong way.

Why you might have to let an employee go.

One of the most challenging decisions we have to make is to part ways with a team member as a leader. Of course, sometimes, this is inevitable. Examples would be incidents of;

Acts of discrimination
Assault and harassment
Criminal activity
Insubordination
Lack of competence
Constant absenteeism

While the hiring process is intended to weed out unprofessional individuals, sometimes they slip through the cracks. And, in some cases, they may not actually display these characteristics until they’ve settled into their roles.

Additionally, you may have to downsize to improve efficiency or reduce costs. Or, you may have to pivot and change direction to respond to market changes.

Whatever the reason, if terminating an employee is inevitable, here are seven tips to carry this out gracefully and ethically.

1. Offer opportunities for improvement beforehand.

When an employee’s performance is in question, the chances are that a series of events have led you to need to make this difficult decision. That’s why it’s recommended that you might frequently consult with each member of your team individually to discuss their progress and offer feedback on where they can make improvements. You may also want to conduct performance reviews twice a year.

Generally, termination should only be the last option if the employee has violated the company’s policies. However, an employee can use a performance improvement plan (PIP) instead of firing them. This can help them track their progress, reach their goals, or discourage destructive workplace behaviors.

If you’re unsure whether your employee is performing well, ask your other team members for their perspective. For example, you could ask them about their attendance if they’ve missed deadlines or have difficulty communicating or collaborating with others.

If you document other members of the team’s experiences, this strengthens your case for why and how an employee must improve. In short, employees should never be caught off-guard when it comes to being fired. Instead, you should give them a chance to improve.

2. Inform human resources of the employee’s behavior.

The Human Resources department should be informed of all actions taken before terminating an employee. At the minimum, this should include implementing an improvement plan and how the employee progresses. In addition, documentation provides evidence and reasons for an employee’s termination by tracking the employee’s incidents and behavior.

HR can ensure that termination is a fair decision and that the proper procedures and protocol are followed. It’s also essential for both employees and the workplace that termination procedures comply with state and company requirements.

3. Create a transition plan.

“Choose the day and the time for the termination deliberately,” advises management consultant and author of How to Be Good at Performance Appraisals Dick Grote. “While experts disagree on when a firing should occur, all acknowledge the importance of having a rationale — a good business reason for your choice of time and day for dropping the ax.”

“Doing it early in the day, early in the week, encourages the employee to get right to work on finding another job,” he adds. Furthermore, this reduces the chances of them spending the weekend planning revenge. “Friday afternoons, on the other hand, often create the minimum amount of disruption to the rest of the staff,” stays Grote.

Whether or not firing an employee is the solution, always put your company interests first. You probably put up with a subpar performance for months hoping the situation would somehow improve. As the end nears, make sure that the transition goes seamlessly not to harm the company or your colleagues.

“Check the succession plan for an internal candidate,” he suggests. For example, if you need to terminate someone, you may want to start recruiting and wait until you find a replacement. Sending these subtle hints to clients, customers, and even your team that staffing changes are imminent could ultimately work in your favor.

4. Be clear and concise.

When it comes to firing an employee, winging it is never the best course of action. You need to know actually what to say and how you’ll deliver the news. That’s why it’s suggested that you also practice the conversation you will have with the employee.

“Make sure you know exactly why you’re firing a worker, have specific examples, and bring the proper documentation, writes Kathryn Vasel over at CNN. “That includes copies of performance reports, any write-ups, and applicable financial forms like unemployment insurance and health insurance and 401(k) options.”

You should be clear and firm about the termination and the next steps. “There is no room or need to get into a protracted discussion,” said Dan Ryan, founder of Ryan Search & Consulting. “It is what it is; there is no productive discussion that can take place after.”

5. Don’t humiliate the employee.

“If I must fire an employee, I treat them with dignity because I don’t want to humiliate them,” writes Mike Kappel, founder, and CEO of Patriot Software, LLC in Forbes. “I will always fire someone in private behind closed doors.”

“Employment termination isn’t just bad for that individual— it’s also bad for the other employees,” he adds. “Other employees don’t know if or when they’re going to be on the chopping block.”

It’s also possible for your employees to have relationships with the fired employee, such as being friends outside of the workplace. As such, you could “risk draining the morale of the others if you fire someone in front of” the entire team.

He suggests it might be a good idea to fire the employee after the other employees have left for the day. In that case, the terminated employee does not have to leave their office (or wherever you fired them) in front of their coworkers.

Always have a witness.

“When you need to fire an employee, you and someone from Human Resources should be the only two people in the room with them,” Kappel continues. “If you don’t have an HR department or representative, grab a witness, like a trusted employee or even your business’s lawyer if applicable.”

In the event that the employee sues you, having someone else in the room with you is imperative. Why? Because this individual can confirm your firing of the employee was legal and ethical.

During the termination of an employee, a police escort may be appropriate in very rare situations. That may sound excessive. But, if you feel that they may become aggressive or violent, it’s better to be safe than sorry.

“I once had to fire an employee with a police escort,” recalls Kappel. “She threatened to beat up another employee.” She also engaged in cage fights on weekends. So, when the officer arrived, the employee was let go — and thankfully without incident.

6. Keep documentation of the entire process.

Documentation is essential for the company’s reference — both during the termination process and afterward. These documents may include records such as a written notice of termination. As a rule of thumb, you should always document any actions taken, such as implementing a Performance Improvement Plan and its results, before firing an employee.

In general, the more documentation you have, the more straightforward this process can be? Why? Because it ensures that all work procedures are followed based on your employee handbook and pertinent labor laws. And, if the employee dispute the firing, you can use these documents to validate your decision.

7. Handle paperwork and tie up any loose ends.

In addition to termination documents, you should also bring the employee’s final paycheck with you. If you offer a severance package, explain what’s included. Review any noncompete or nondisclosure agreements with the employee, along with if they’ll continue receiving benefits like health insurance.

“After learning of the termination, the employee will most likely feel confused and upset,” writes Amy DelPo, attorney, for NOLO. Prepare to assist the employee by answering questions such as;

“Do I work the rest of the day or leave immediately?”
“When can I collect my belongings?”
“Do my coworkers know this is happening?”
“What should I tell my clients?”
“I have appointments scheduled for the rest of the week; what should I do about those?”

It would also be helpful if you developed a plan for ongoing work before the meeting to address the following;

Are these projects going to be assigned to someone else?
Are there any tasks the employee needs to complete?
Is the employee required to assist with the transition?

What to do after terminating an employee.

The following steps may be necessary after firing an employee. However, doing so may avoid terminating another employee or helping the department fill the vacant position.

Educating employees about workplace expectations. You can accomplish this by sharing employee handbooks and having one-on-one meetings. As a result, this could be enough to prevent additional firings.
Keeping employees in the loop. The law outlines specific guidelines about when and how to discuss an employee’s termination. However, being transparent about an employee’s termination openly and discussing any behavior that may still exist within the workplace will discourage rumors from being spread.
Posting a new job to fill the existing position. Reassign tasks to other employees after terminating an employee’s employment, or have managers temporarily take on those tasks to account for the departed employee. To avoid overburdening other employees with work and responsibilities, create a new job posting for the vacant position as soon as possible.
Strengthening your existing team. Host team-building activities if you need to bolster morale and encourage team bonding. You could also celebrate your team’s achievements or have some fun in the workplace, like throwing a pizza party.

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4 Methods to Improve Client Retention

By Jason Barnes | Business Tips | No Comments

There are two great battles being waged by businesses every single day: the fight to get new customers and the fight to get them to stay. Customer acquisition and client retention are a never-ending cycle for companies, one that requires a lot of time and effort to manage.

While it’s important for a business to always be looking for new customers, once a good clientele is established, retention is debatably a higher priority. Not only is it less expensive than acquisition, but having loyal customers will ensure that you’re continuously pulling in revenue to keep your company running smoothly.

Once you recognize the need to pay more attention to boosting customer retention, it’s time to take action. Here are a few ways you can make a more concentrated effort to keep your clientele around for the long haul:

1. Reminders When They Schedule

When a person books an appointment with your business, it’s their responsibility to remember the date and time they’ve selected and uphold their commitment. However, that doesn’t mean you should sit back and hope that every customer fulfills their end of the deal. A person’s plans might change, or details may simply be forgotten while navigating a busy schedule.

Providing your customers with appointment reminders adds extra security to each booking. This will make sure patrons get through the door on their first visit and ensure they can enjoy a high-quality experience that leads them to book future appointments with your business.

Appointment reminders can be provided in a variety of ways. You could write up appointment cards at the front desk, give a call the day before, or send texts, emails, or even app notifications. Customers should be able to choose how they receive their reminders, ensuring that they’re helpful and effective rather than pointless or irritating.

2. Periodic Complimentary Services

When you periodically reward your faithful customers, you’re more likely to see new ones stick around in the hope of getting those same deals. Incentives have long been a powerful tool for client retention. That’s why rewards programs that use recurring visits to accrue redeemable points are so commonplace today. If you reward loyalty, you’ll see it more often.

You don’t have to put together an entire rewards program to improve your customer retention. Get started by including one complimentary service that any repeat customer can take advantage of. For example, many car dealerships offer free oil changes to any person who purchases a new car from their lot. The sale of a new car is worth a lot more than a few oil changes, and this deal will keep the customer coming back, opening the door for more potential sales.

Some of the complimentary services you provide can be permanent. For instance, providing in-house Wi-Fi for guests is a relatively small gesture, but it will add to the overall appointment experience and promote retention at the same time.

3. Check In When It’s Been Awhile

If you haven’t seen a customer for an extended period of time, reach out to them. Let them know that they’re more than just a successfully closed sale. You want to be of service to them for a long time, not just take their money for one transaction and send them on their way.

When checking in with customers, be sure to make your interactions as personal as possible. Consumers can easily tell whether or not a company is being sincere. They will notice when a message is crafted from a template as opposed to one that is customized just for them. Send them an email that references past visits, or give them a call to check in and offer your services. This, in turn, can help your business improve its client retention.

4. Ask for Feedback

Sometimes in order to improve retention, you have to make a few adjustments. Instead of making changes blindly and hoping they work, ask your clientele for their honest feedback. Soliciting feedback from customers who only visited once is especially valuable because they can often share a specific reason they did not return.

The easiest way to receive feedback is through survey responses. After a customer has completed their appointment, send a thank-you email with a link to your survey. Ask specific questions about their experience and be sure to provide an opportunity for them to speak their mind on issues you might have overlooked.

Perhaps you are struggling to get feedback from your customers. Or, you just want to reward those who complete your survey. If either of these are the case, attach a little incentive. This should be something general, like a coupon code for Amazon, for example. This way, it also appeals to customers who only visited your business once and aren’t likely to return; At least not until changes are made.

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4 Complimentary Service Options to Offer Your Customers

By Gunjan Saini | Business Tips | No Comments

Entrepreneurs spend a lot of time creating the best product or service. After all, you can’t run a business if people don’t want to pay you for what you’re offering. However, you should also be focusing on related services that you can provide to your customer base. These are called complimentary services.

Essentially, you offer an additional service free of charge to your customers to enhance their experience with your business. This can give you an edge over competitors that offer similar products and services as well as increase customer retention.

If you’re not sure where to start when coming up with complimentary services to offer, we have you covered. This guide contains four of the most common and most appreciated complimentary service options your customers are sure to appreciate:

Preferred Service Provider Option

Many customers become loyal because they develop a connection with a particular member of your organization. This could be a stylist who cuts their hair just right or a waiter who knows their favorite dishes by heart. It’s this bond and the trust they build with that person that keeps them coming back.

Knowing that this connection improves customer retention, many businesses allow customers to choose a preferred service provider. It can be an option included in your mobile app when customers book an appointment. Or if your customers make appointments over the phone, simply ask whether they have a preferred provider. Your customers will be assured they’ll have their ideal appointment experience every time, and employees will feel fulfilled every time they are requested.

Complimentary Transportation Service

Some services can take an unpredictable amount of time. For example, taking your car to a local garage for an unknown problem could take minutes or hours to diagnose and repair. Expecting customers to wait for undetermined periods of time can be perceived as being inconsiderate. Instead of testing your customers’ patience, provide a simple transportation service.

Driving a customer home or back to work won’t take much time, and it makes a good impression. Plus it allows your customer to accomplish more with their day rather than waiting idly in a waiting room. Any customer will be grateful to have this option available to them.

Compensation for Mistakes

No matter how hard you work at improving your business, mistakes are inevitable. You can hire the best staff, provide the best training, and have all the best equipment, yet something will still go wrong. That’s just how life is sometimes. What’s most important for your business is learning how to handle mistakes rather than just trying to make them disappear entirely.

Compensating your customers when issues arise lets them know they are your business’s highest priority. Even a small compensation package shows that you’re sorry the mistake occurred and want to make it up to them. Customers will usually understand and be open to giving your business a second chance. Devoting the effort to make it right can do wonders in restoring their goodwill.

Let’s say you operate a hotel, and a guest arrives at check-in time to find that their room isn’t ready. This can be frustrating for weary travelers with lots of heavy bags they want to unpack. You can keep these customers happy by offering them a gift certificate to a local restaurant and treating them to a meal.

This way, your guests can wait for their room to be prepared while enjoying some delicious cuisine on the house rather than wait in the lobby. What could’ve been a problem resulting in a bad review can now turn into a memorable travel experience.

Childcare

Many customers you assist will be busy parents trying to juggle their appointments around work and their children’s activities. Trying to attend an appointment with your kids can be equal parts challenging and exhausting. Lend a hand by offering free childcare to your customers during their time at your business.

For example, a parent might have a doctor’s appointment and can’t leave their young children at home alone while their spouse is at work. If the doctor’s office has a supervised play area, they can attend their appointment without any worries.

Gyms, dental offices, and hospitals can also employ this strategy. Providing childcare will require an extra employee or two and some additional business space. But this complimentary service will help busy parents in your area who might just become new and recurring customers.

These services will likely add to your expenses column. However, they should easily pay for themselves as you become able to serve more customers and provide a better experience to them. Keep an eye on your business metrics after implementing complimentary service options so you can see how they’re impacting your business. Offering even some simple courtesies like these can go a long way toward delighting and keeping your customers!

Image Credit: Jonathan Borba; Pexels; Thanks!

Still Struggling to Hire? Here’s What You Should Do Differently

By John Hall | Business Tips | No Comments

Businesses are navigating through one of the most unprecedented times in recent history. After overcoming many difficulties related to Covid-19, numerous establishments are now struggling to fill positions with new hires. Having new hires ready to go for the new year comes at the same time as high levels of unemployment. So, where’s the overlap?

The ratio of open job positions to jobs being filled is at a record high. With so many potential hires, where is the disconnect? If you’re experiencing some hiring struggles of your own, here are a few things you might consider changing:

Be More Flexible

Perhaps the top thing that prospective employees are now looking for is more flexibility. During episodes of quarantine, workers saw just how feasible it was to work from home. Many workers were able to take side gigs to improve their work-life balance while still making an income. If employees don’t see those same opportunities even as Covid-19 blows over more likely to move on to greener pastures.

Becoming more flexible will not only increase your chances when it comes to hiring, but you also have a better shot at landing high-quality hires. Typically the best employees know that they can afford to prolong their job search looking for the best option. Showing that you can be flexible for them will lure them to your place of business.

Being flexible doesn’t always mean that you offer remote opportunities. Being willing to work with individual schedules, hire part-time help, and make unique accommodations is sometimes what it takes to get the best talent. This is particularly true for workers who haven’t reentered the workforce yet due to lingering concerns about the Covid-19 virus.

Review Your Compensation Package

Many former workers have concluded that they just aren’t getting paid enough for what they do. Besides, why go to work for 40 hours a week when you can get a comparable benefits package from the government while doing nothing? But, of course, that’s without even mentioning climbing inflation rates that wage increases have yet to match.

You don’t have to overpay by absurd amounts just to fill your vacant positions. However, it’s not a bad idea to take a look at your compensation package to reevaluate it. For example, how long has it been since you’ve increased your hourly wages? Are you providing fair access to insurance and retirement programs? The more improvements you can make, the more attractive your workplace will become.

Offer a Return Incentive

Some people just need a little nudge out the door to get back into the workforce. You can do your part by offering a return incentive for new hires. In addition, some exclusive offerings can get some workers out of the woodworks.

A typical example you can find is a signing bonus. Many a business trying to funnel in more job applications, a lump sum of $1,000 or so has been dangled. At the very least, this can get people thinking about applying for a job opening, whereas before, they were being more passive with their job search.

Other incentives might include your revamped benefits package, the ability to work remotely, or access to tools and software programs employees will need to perform their job to the fullest. But, again, choose incentives that fit the role you’re trying to fill that also draw in the type of employee you’re hoping to acquire.

Focus on Your Culture

Run a poll with your existing employees about your company culture. What do they like about the environment there? What aspects of the workplace could they do without? In many cases, good hires are found by word of mouth, and even your best employees might not be keen to spread the news about a job opening if they have a few gripes left unchecked.

For example, you might not have noticed a micromanagement trend seep from the top of your organization to the bottom. Of course, most employees hate being led by a micromanaging leader. But, even if the rest of the organization is up to par, the sour taste that micromanagement leaves in your mouth can make you forget about all of that some days.

Whatever problems you uncover by communicating with your team, look for a viable solution. For example, perhaps using an online calendar to better label due dates and meetings will cut down on some habits that may seem like micromanagement. In addition, by taking better care of your existing employees, not only will you draw in more talent, but your retention rates will be higher than ever.

Look to New Sources

If your usual hiring route keeps coming up empty, perhaps it’s time to try a different approach. There are multiple channels and platforms you can use to find new hires, and all of them are worth trying.

Previously you might have only relied on Facebook posts and window signs to advertise vacancies. Try a job posting website to expand your reach if that’s not working right now. Even branching out to different social media sites should better get your job postings on the map.

With Covid-19 not as prevalent an issue anymore, in-person events are another great place to go. For example, a job fair at a local college will be filled with inquisitive students who can at least fill a part-time or internship role to help your business out for the short term. Internship openings can also lead to exciting new opportunities for your business, such as an extensive onboarding process or a boosted relationship with your community.

While looking to fill roles, make decisions that will get you the best talent and retain your greatest employees. Think about the people you want to work with, and the rest of your organization will slowly fall into place.

Image Credit: Kampus Production; Pexels; Thank you!

Still Struggling to Hire? Here’s What You Should Do Differently was originally published on Calendar by John Hall.

Most Significant Hybrid Work Model Errors to Avoid

By Abby Miller | Business Tips | No Comments

The hybrid work paradigm has become a popular subject in business. Nine out of ten firms expect to implement a hybrid work model in 2022.

Productivity is the watchword for 2022. Based on McKinsey’s research, nine out of ten firms expect to implement a hybrid work model combining remote and in-office hours. So it’s no surprise that many company executives are considering employing a hybrid strategy to bring their staff back to work.

Employees are unwilling to give up the convenience of working from home, so employers must compromise to keep them. A hybrid work paradigm may increase employee productivity and flexibility while diversifying the business.

But it may also lead to complications that create severe potholes in the road. Therefore, to realize the advantages of a hybrid work paradigm, a business must be aware of the pitfalls to avoid.

Why hybrid workplaces fail

Finding a new but familiar normal isn’t something that happens spontaneously. As a result, many companies seek to utilize a hybrid work paradigm that combines on-site and off-site operations.

Many of them are treading uncharted territory, and any organization bears the danger of constructing a paradigm based only on popular demand. This may reduce inclusiveness and reduce the long-term efficacy of the hybrid work paradigm. Of course, you have all the time in the world; but it’s a small world.

Here are some common errors to avoid.

Don’t forget your roots.

Keep in mind that there is no one-size-fits-all hybrid work model. Every business and its personnel will have unique post-pandemic dynamics. The most critical component is not losing the company’s essence since your personnel is global. Too many companies are at a loss to maintain coherence. They boondoggle. Business leaders must prioritize their mission statements and engage with people to find a balance between flexibility, productivity, and goal achievement.

Companies pursuing a hybrid model must consider their personnel’s diverse personalities and conditions. For example, some younger employees and recent college grads may return to the workplace to build relationships with coworkers and take advantage of possibilities exclusively available on-site.

However, a senior employee with children or elderly parents may desire a flexible work schedule.

Organizations must identify common ground and assure workers that the business is dedicated to finding a solution. For example, most businesses have staff that is either introverts or extroverts. Therefore, businesses must consider these personality traits when establishing a hybrid model.

Some of your introverted workers may be very productive but overwhelmed by water cooler conversations. But, on the other hand, some of these folks grew acclimated to working from home and loved it.

Non-hybrid leadership

Hybrid work models cannot function without direct leadership engagement. To guarantee the hybrid model’s success in their firm, business executives must engage. A blended workforce doesn’t imply only leaders should be in the office every day.

The leadership team must be aware of on-site vs. off-site time. A mixed working environment requires active participation from all employees. Two things may happen if key stakeholders don’t fully embrace a hybrid working paradigm.

To develop their careers, employees on the B team will be urged to come on-site to spend more time with their superiors. As a result, employees may begin to doubt the organization’s commitment to the mixed work paradigm.

The timetable is rigid.

Flexible work from home or in the office. This might backfire if the company does not enable workers to work when they choose. Even if management has set aside days for workers to work from home or in the office, employees still need the flexibility to cope with the pandemic’s effects on their everyday lives.

Some workers may need to care for aged parents, children, or personal medical issues. Schedules that are not flexible are nothing but chains.

Instead of the usual 9-to-5 schedule, try scheduling periods for in-person meetings using Zoom. It may be used for personal work at the employee’s leisure. Find out when everyone’s schedules intersect to allow for the best teamwork.

Ignoring communication of hybrid workers

For many firms, the hybrid work paradigm will be a departure from the pre-COVID19 workplace. As a result, many businesses have chosen to implement a first-time work-from-home configuration. This is a big adjustment for a corporation, mainly because there are no specific guidelines.

Adding the everyday problems of combining in-person and remote personnel would create stress, trust concerns, and other management issues. Employers could consider offering hybrid work model training to reduce tensions and sustain productivity in the early stages of this circumstance.

Training is critical to successfully integrating a hybrid work paradigm, especially when bringing staff back into the office. Managers must also establish clear expectations for remote work and productivity targets.

Communication must be maintained after the company enters a hybrid environment. Companies must find strategies to keep staff interested without scaring or overwhelming them.

Managers should encourage staff to interact through email, video conferencing, and team gatherings. However, managers must be honest when such discussions occur and allow employees to provide input on the hybrid approach.

Micromanagers of hybrid teams

If workers are not trusted, establishing a hybrid workforce might be difficult. Micromanaging will generate a breach among the workers and a loss of confidence. When company executives are apprehensive about team members not always being present in the workplace, this might happen. Managers must trust people to make the best decisions while also considering the organization’s interests. Micromanagement is inefficient, particularly in a hybrid approach.

Breaking pledges with hybrid teams

Last year, when the pandemic made most organizations remote, some companies adapted quickly and adopted the work-from-anywhere model. However, to cope with the effects of these developments, many businesses had to adjust their working practices.

Taxes have become a significant concern, and corporations must thoroughly investigate the tax consequences before introducing any plans. During these investigations, many companies may learn that some workers have relocated far from their workplace since the epidemic began, often without informing their employers.

If the firm does not take this seriously, it may violate payroll tax withholding requirements. Organizations might create a permission and monitoring mechanism for remote staff to avoid breaching their pledges. It should mention suitable sites, such as the organization’s offices. Thus time will work for you, not against you.

Image Credit: Tim Gouw; Pexels; Thank you!

Most Significant Hybrid Work Model Errors to Avoid was originally published on Calendar by Abby Miller.

Significant Development Goals

By Choncé Maddox | Business Tips | No Comments

Set goals. With the start of the new year comes the bold attempt to “manage time better,” “be more productive,” and “focus on what matters.”

If you are a “project creep” person, you miss deadlines, and an ever-growing to-do list is all too frequent both in your life and business. These two areas must be put on your significant professional development goals. Large-scale polls consistently show time management abilities among the most wanted workforce talents and among the most difficult to find.

What goals could manage your time better?

There is no shortage of advice – books, blogs, hacks, and applications — all designed to improve time management.
The most irritating fact for anyone wanting to better their time management is that these techniques are unlikely to help.
Simply said, these tools and apps assume a person’s underlying talents, but time management skills come first.

Do you think buying a decent set of knives, high-end kitchen equipment, and fresh food will automatically turn you into a five-star chef? No way. Similarly, utilizing a scheduling tool without time management skills is unlikely to provide favorable results. However, developing a new skill or skill set keeps you on the cutting edge.

Fortunately, a lot of studies have been done on time management abilities. Timing management is the practice of adjusting one’s time to changing external conditions. Time management effectiveness requires three specific skills:

First, recognize that time is a finite resource.

Organize your objectives, plans, timetables, and projects to maximize your time.

Adaptation: adapting to interruptions or shifting priorities while doing tasks.

Arranging is perhaps the most recognizable ability, given that most applications and hacks deal with planning and scheduling. However, awareness and adaptive abilities are not as widely recognized.
This presents essential development questions:
Are they equal?
Are some harder to master than others?
What about rarity?

Time Management Tests

To find out, I looked at over 1200 people’s findings from a 30-minute micro-simulation meant to measure time management abilities. Participants were assigned the role of a freelance designer and had to handle work and relationships with customers and colleagues using email, instant messaging, and cloud storage.
They had to cope with scheduling problems, prioritize customer requests, and manage their time.

Some solid evidence emerged for goals

First, all three abilities were equally crucial for time management.
So strengthening one’s scheduling and planning abilities overlooks two-thirds of the skills required to manage time properly.
That’s why it’s so discouraging to try new technology and then feel like we’ve never improved as time managers.

Second, respondents had the most trouble with awareness and adaptation abilities, with scores 24 percent lower than arranging skills.
This study implies that awareness and adaptability are uncommon talents that require direct assistance to achieve.
Also, awareness skills influence how effectively participants avoid procrastination, and adaptability skills influence how well they prioritize activities.

Third, the results contradicted prevalent beliefs about the benefits or drawbacks of multitasking.
A post-simulation poll examined how people felt about multitasking.

Their inclinations for multitasking (what academics call “polychronicity”) had nothing to do with time management abilities.
People’s time management skills have little to do with their multitasking preferences.
So the emphasis on multitasking that many time management experts place on it is unlikely to deliver genuine results.

Fourth, the research shows that people misjudge their time management skills.
For example, just 1% of people’s self-ratings matched their objective skill scores.
Also, self-ratings only accounted for only 2% of real-time management ability differences.
In prior research, people lack proper self-awareness of their competencies, which impedes transformation and leadership growth.

Time Management Skills Development

So how can people improve their time management skills?
To begin, decide where to focus. The only way to honestly answer this question is to examine your present skill levels.
You may fuel your development efforts in three ways.

Improve your self-awareness of time management. This can be achieved by objective evaluations like microsimulations, peer or supervisor feedback, or by defining a baseline of behaviors against which progress can be measured.

Perception matters more than thinking. Understanding one’s time management preferences or personality traits, such as multitasking or being proactive, can help identify areas where reform efforts may fail.
Skills, not personality, are the most flexible personal traits and deliver the best return on investment.

Identify and prioritize your skill gaps

The goal is to prevent self-improvement that is “inch deep but a mile wide” when efforts are scattered out over too many requirements. Prioritize your skill development, starting with the most urgent skill requirement and working your way up.

There are several proven methods for improving time management. Here are a few. Remember that techniques establish underlying abilities that will ultimately enhance time management.
Using these strategies isn’t the purpose.

Increasing awareness. Effectiveness is doing things well, whereas efficiency is doing things quickly. Both are vital. Efficiency is counterproductive.

Find your performance peak. Divide your day into three to four-time slots and rate them from most to least productive throughout a week (most productive is peak performance).

Treat time like cash. Make a time budget for a typical week. Then, sort time into fixed (must do) and discretionary (want to do).

Timing-up for the goal

Not how much time you have left, but how long you spend on things with defined deadlines.

Evaluate your time management skills. After concluding a job, compare your expectations to the actual time it took. This process is good development of skills.

Consider “future time.” Consider how your current actions will affect future activities (e.g., how will today’s project tasks affect next week’s tasks?).

“Sunk cost fallacy.” When you believe you’re spending too much time on anything, take a step back and assess its value (e.g., who will be affected if it’s done or not).

Learning to organize

The learning curves and time requirements for unfamiliar but critical jobs might be severe. Developing arrangement skills means taking control of your life and then organizing your job around it.

Prioritize tasks and duties

It’s not enough to just mention your assignments and meetings.

7 Things to Have in Your Waiting Room This Winter

By Jason Barnes | Appointment, Business Tips | No Comments

No one enjoys waiting. But the reality is, everyone has to wait from time to time. Even if an individual made an appointment and arrived on time, they’ll probably end up spending a few minutes in the waiting room filling out paperwork or waiting to be seen. This can be frustrating and might even cause anxiety.

While integrating some type of appointment software to reduce their wait times and streamline productivity is important, it shouldn’t be your only priority. Making the waiting room as comfortable as possible is a great way to make customers and clients feel at ease. In this article, we share what appointment-based businesses can provide to improve their waiting rooms and the customer experience:

1. Clean Waiting Room

Now more than ever, people want to feel safe while out in public. This is especially true when patients visit a healthcare or service provider. If your waiting room looks dirty, it’s going to deter patients and customers. On the other hand, if the waiting room is clean, people will probably feel less anxious. Make sure you’re regularly cleaning your waiting room throughout the day.

You should also have cleaning products and PPE in place like hand sanitizer, masks, and gloves. Due to COVID-19, masks are mandated in many localities. It’s a good idea to have them available for patients or customers in case they forget.

Your waiting room shouldn’t be the only area you keep spic and span. Make sure your entire office is clean and sanitized, from the interior offices to the bathrooms. If you own a salon, encourage stylists to keep their areas tidy and free of excess tools and equipment. Do you run an oil-change service center? Keeping the garage bays organized will make a good impression on guests.

2. Entertainment While Waiting

While people don’t go to doctor’s offices or service businesses to watch movies or play games, having entertainment options available can improve their experience. With that said, you don’t want to go overboard or over budget. You also want to make sure the entertainment is calming and not distracting. A few options include:

Soft music/nature sounds
TV turned to an arts and craft channel
Magazines and self-help books

3. Comfortable Furniture

Have you ever visited an office, only to spend what seemed like an hour sitting in a hard, plastic chair? After being uncomfortable for so long, you probably weren’t in a good mood for your appointment.

Comfortable seating can significantly improve the waiting experience. That doesn’t mean you need to spend a great deal of money on your seating, but keep patients and guests in mind. After all, some people might suffer from back pain or another condition that could be made worse with uncomfortable seating. Look for furnishings with soft but supportive cushions and fabrics that are easy to keep clean.

4. Personal Amenities

Waiting room amenities are a great way to improve the patient or customer experience. Think about it. When you go to a hotel, the first thing you probably look for are amenities like access to a gym, fancy shampoo and lotion, a fluffy robe, etc. While you wouldn’t be miserable without these things, they definitely add a nice touch.

Consider bringing personal amenities to your waiting room like snacks, coffee or tea, hand lotion, wrapped candy, etc. Many appointment-based businesses also provide small items like pens or sticky notes with their logo for customers to take home.

5. Wi-Fi

The Royal College of Emergency Medicine categorized Wi-Fi in hospitals and waiting rooms as a “developmental” standard. And while Wi-Fi in waiting rooms might not be mandatory, it’s something you should consider adding if you haven’t already.

If you decide to offer patients or customers Wi-Fi, opt for a public network (for security reasons) as opposed to giving people access to what your office uses. Display the Wi-Fi name and password somewhere they can be easily seen by guests, like by the sign-in sheet at the front desk.

Having access to the internet ensures visitors are able to go about their day as normal, even while waiting for an appointment. They can email their colleagues, work on cloud-based documents, scroll social media, and text with family or friends.

6. Food and Water

You might be hesitant to offer refreshments in the waiting room. And while there’s always the possibility something will spill, providing food and water can be helpful. This is especially true for healthcare provider waiting rooms, where patients may have to spend hours in the office between procedures or tests.

Keep in mind, we’re not suggesting you cater food every day. Instead, you could have a coffee station, a vending machine with snacks, or a refrigerator filled with water.

7. Real-Time Mobile Alerts

There are plenty of ways you can enhance the waiting room experience. But maybe one of the best ways is to integrate more technology.

For instance, you could have a digital board in the waiting room that shows the order of when people will be seen. This way, if there are four people in the waiting room, each person can clearly see their position without having to ask the receptionist.

Another option is to use real-time mobile alerts that tell patients when they’ll be seen. This is similar to the digital board, but it’ll be automatically sent to the patient’s phone. Some online appointment software offers this feature, so you don’t have to do it manually. This also allows people to wait outside or in their cars.

Providing excellent care should be the No. 1 priority for appointment-based businesses and service providers. That said, they should also consider the patient or customer experience. After all, if a patient or client doesn’t feel comfortable, they might not return for their next appointment. The tips above can help improve the waiting room experience so guests feel cared for and welcomed, no matter what kind of business they visit.

4 Customer Complaints About Scheduling Software; And How to Navigate Them

By Jon Bradshaw | Business Tips | No Comments

Trying to please every single customer who walks through your doors is next to impossible. There will always be some difficult person to deal with who has expectations that even the largest of corporations can’t fulfill. That said, trying to cater to as many customers as possible allows you to bring in more business.

One way to go about this is not by looking at what customers like, but by analyzing their most sincere complaints. Doing highlight the flaws of your business so that you can make meaningful changes to your operations. Add targeted changes to a solid business foundation, and your customer complaints will be few and far between.

The following is a list of four customer complaints that you might hear specifically regarding scheduling software. To thrive, appointment-based businesses will need to navigate them appropriately.

1. Limited Payment Options

The world of fintech has been evolving rapidly. Along with it has come a variety of new payment options that customers have fallen in love with. Consequently, you might hear the occasional customer complaint about limited payment options at your business.

For example, enabling digital payments through apps such as PayPal and Venmo will help numerous customers who don’t rely on debit cards as often. This will especially come in handy for mobile payments where customers might find entering their credit card information a cumbersome process. Even accepting different varieties of credit cards will expand your desktop payment options and avoid excluding certain consumers.

Cryptocurrency is starting to explode, and many people are looking at DeFi networks to make their daily transactions. Including a couple of the major cryptocurrencies, such as Bitcoin and Ethereum, isn’t a bad idea. It might even demonstrate that your business is on the cutting edge. However, don’t worry about accepting payments for the week’s hot new coin. The hype will be impossible to keep up with.

2. Questionable Security

One complaint you never want to hear regards your scheduling software’s security. Data privacy/security is a hot topic nowadays, with customers feeling a stronger desire to protect their data on the internet. Taking care of your customer’s information is absolutely vital for any modern-day business.

Start by ensuring that all your transactions are secured through SSL encryption. Once you’ve got that protection in place, you can add a note to your scheduling software pages that notify customers of the security steps you’re taking. This will help them feel more comfortable booking appointments and paying for them online.

The next step is making certain that all other customer data is locked up tight. Names, addresses, and any other personal information you might record should only be accessed by those with a need for that information. Additionally, your stored data should be safeguarded by firewalls, password protection, and any other cyber protections you might need to keep it out of dubious hands.

3. No Rewards or Benefits

If your business were an ice cream sundae, a rewards program would be the cherry on top. Some customers really like cherries, though, and they may get disgruntled if there’s not one in sight. While a rewards program isn’t essential to managing a good appointment-based business, it certainly makes the experience all the more delicious.

Dig in a little deeper, and you’ll see just how much value you can get out of an incentives program. Customers who book multiple appointments will be rewarded, which will increase your retention rates and help you to fill more appointment slots. Customers who receive benefits from rewards programs will also feel more valued and appreciated, another step in the right direction toward customer retention.

The easiest way to implement a loyalty program is to reward customers who book multiple appointments. For example, a customer might get their tenth appointment for free after their first nine visits. Or, they might receive a free add-on service when they reach that threshold. Other small benefits will become hits as well, such as offering a discount to first-time visitors or customers who refer you to their friends.

4. Restricted Platform Availability

Making scheduling software available on your customers’ desktops is a good start, but it won’t be a long-term solution. In fact, most consumers these days are making purchases and booking appointments on their phones. If your scheduling software cannot be accessed via mobile phone, you’re bound to hear several complaints.

You don’t need to develop an app to make this possible. You just need to ensure your web pages are as optimized for mobile as they are for the desktop. Specifically those pertaining to appointment setting. A few changes need to occur, but the extra effort will mean your customers can book appointments just as easily on their smartphone as they would on another device.

Any appointment scheduling software worth the hype should be able to address these concerns and many more. When you treat consumer complaints as an opportunity to improve, your business can provide a better appointment experience to every customer.

Category Archives: Business Tips