I carry many hats working for a law firm. I am a legal assistant, billing clerk and also the receptionist. A couple of weeks ago I attended a seminar called “How to Be an Outstanding Receptionist.” Not that I wasn’t any good at my job, but in recognition of the fact that no one is perfect and we all need improvement.

Most of the seminar was a refresher course, if you will, but there were some interesting topics and point that I thought useful for any business owner, not just the girl up front. One topic in particular was dealing with clientele over the phone.

Regardless of your position in a business, there are some things everyone should know:

Screening Calls
One key element for screening incoming calls is to avoid asking questions that can have a simple yes or no answer. For example, instead of asking, “May I tell him your name please?” which can result in “no” as response from the hostile client who feels her calls aren’t getting returned, simply say “What is your name?” or “Your name please.” You still may have hostile clients, but their options are much more limited. As long as you remain assertive and in control, you shouldn’t have many problems.

Fast Talkers
They’re out there… those people who can’t seem to talk slowly enough for you to understand them, let alone take down and name and number. One way to try and get them to slow down is to subtly slow your own speech. Many people will subconsciously catch on. Another option is to simply state that what they have to say is important to you and you want to be sure and catch everything so you would appreciate if they could talk a bit more slowly.

Chatters
Every grandma wants to talk about her beautiful grandchildren, it’s just that some of them want to tell you when three other phone lines are ringing. Try talking fast so that they get the impression that you’re in a hurry. Don’t asked open ended questions such as “What happened next?” Instead ask “What can I help you with today?” or “What is the issue at hand?”

An interesting statistic that the seminar leader threw at us is that 93% of communication is tone and body language and only 7% is that actual words. So always remain positive and talk with a smile (clients can tell) and the majority of your calls will have a positive outcome.

At some point in the self-owned business timeline, an entrepreneur will inevitably face the question of whether or not to jump in the deep end and go global. Some entrepreneurs, like myself and the photography business I started, don’t necessarily have the means or desire. I want to stick with my local market. Others, however, especially businesses who provide a tangible product rather than a service, could easily stretch their boundaries beyond the shining seas.

Why Not?
To some these may be excuses, to others, legitimate reasons to evade a risky venture:

• Language barriers.
• You may be unfamiliar with cultural practices and etiquette.
• You may be unfamiliar with local law and politics.
• Limitations of foreign labor laws.
• Time consuming and complex.
• Difficult to find a partner you can trust.

Why?
A list of reasons to overlook the risks in order to help your business grow:

• 95% of the worlds’ consumers reside outside the U.S. (according to the Office of the U.S. Trade Representative) – those are all potential new customers!
• Possible untapped market.
• Because if you don’t, your competition will.
• You don’t have to actually move overseas to do business there – the internet is your gateway to expansion.
• The risk, reward and challenge are appealing.

Whatever side you teeter toward, remember that going global doesn’t have to be a “right now” sort of thing. It’s always a possibility that you should consider, simply because you’re a business owner. If you are considering such an expansion, then there is a lot of work to be done before you begin. Be sure to check back the rest of the week as we continue discussing Expanding Your Business Overseas.

Pt. 2: Labor Laws
Pt. 3: Protecting Your Product
Pt. 4: Money and Taxes

Source:
• Inc.com: Gone Global (Inc. Magazine April 2007 cover story)

When you first started your business, the excitement was raw and tangible. With every step forward everything in you wanted to jump for joy, though you contained yourself (most of the time). Your dream was becoming reality. Your business was seeing success. Life was just plain good.

Fast forward a few years. Same dream, same business, but with a different feel. You’re still making money and still a success, but the excitement is all but gone. So, what’s the deal?

When a business is in its first years, you are establishing a structure. The problem is, once that structure is established, everyone thinks that it shouldn’t change – to stick with what you know (because that’s the easiest way). It becomes a comfort zone and no one wants to depart from a comfortable location. Besides, very few people deal well with change.

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