Small business
Taking Back Control of your Workday
In the previous post, I gave you a template of a tracking sheet to help you figure out where you are losing time in your day – or rather who or what is controlling how you spend your time.
I left you with some homework to track work/interruptions for a week to determine the top factors (or people) keeping you from staying on task with your planned work.
From this sheet you will have discovered what or who is controlling your day and it normally will be you or someone else in the top spot.
Top Contenders for this #1 place are:
- Co-workers
- Clients
- Yourself
These interruptions can come in a variety of ways:
- Phone calls
- Someone walking in your office
- Skype or other types of Instant Message
No matter the method, they all are competing for your attention. They take your focus from the task at hand and turn it to the Interrupter. In all cases, however, you are giving the Interrupter permission to make you stop what you were doing. This permission is really a choice you have made to stop and divert your attention to the Interrupter.
You chose to answer the phone, to look at emails (especially if your Smartphone is beeping to let you know new emails are in!), to respond to that Skype ping and, yes, even to talk to the person walking in your door.
If your top Interrupter is, in fact, you, then your choice has been to drop one task in favour of another.
Now, I am not advocating being rude to all of these people because, in most cases, the Interrupter is a person. What I am saying is you need to set some boundaries to regain control of your time.
How do you Regain Control?
Regaining control is really a matter of retraining your work habits and prioritizing tasks, as well as letting others know your ‘work schedule’. You regain control with time blocks in your calendar.
*** One note regarding email: If the majority of your inbox is emails for tasks that others look after (that you delegate out), then consider sharing access to that email. Allow the main person responsible to have access so they can just jump on the task as opposed to running it through you. If you have built a team you can trust, this should not be an issue.
Create a secondary, more private email for your own communications and access this in a different way so you are not giving away the private area of your inbox.
What type of Time Blocks?
I like to mark off my calendar for the following areas:
- Start of Day Organization (or as I have written about before, your “Meeting with Yourself”). This is 15 minutes to review your plans and schedule for the day.
- VIP & Intensive Work. Generally this is used for your most intense work of the day and should be blocked off in a time where you know will have less interruptions and in a time slot where you are most productive.
- Email Review/Check In. Setting aside 2 to 4 times a day to be used for checking your email really will help you keep much better control of your day. Email tends to be the worst Interrupter and can easily get you off track by moving on to something new. For a good system on dealing with the emails during this time slot, review this blog post on Email Management.
- Team Support. If you also have colleagues, employees requiring your attention for direction, feedback, etc., then add in a time slot for these check-ins. They can be as disruptive as emails and making time for it helps keep you productive. Whether you work side by side or remotely, make time for these check-ins. Depending upon your setup, you may need one or more spots for this. More importantly…SHARE THIS! Let your team/staff know that this is their time to talk to you to ask questions.
- Regular meetings and appointments. Have these scheduled slots in your calendar so you know when you are free to book meetings or appointments as needed. Hooking these slots to an appointment booking system (like TimeDriver) is even more effective as you can allow the other party to book the best time for them in your available meeting spots.
- Client Work. Set aside a time block for working on projects, client work and the other work that you do in your day.
- New Work. You also want to add in time for new work that will inevitably pop up during the day / week. Give yourself the space to add new items in your day or you will become stressed about when and how you can get that done.
VERY IMPORTANT!!!
If others were your main Interrupters on your tracking sheet, you will need to share this schedule information with them. The people you work with need to understand your limits and that you have made time for them in your day but that it is going to be in a more controlled manner than before.
Subtly share with people (clients and colleagues) that you check your email certain times during the day and will not always respond immediately. You are simply asking for respect of your time. You will have times when you need to choose not to jump up and respond.
Turn off Skype, don’t pick up the phone (that’s why we have voice mail), and stick to your email time. I am not saying always ignore every call that comes in, but watch how fast you are to respond to every call, Skype or email…If you are working in your block of time for emails or team check-ins, etc., then by all means, answer. But, if you are working on your most intense work of the day, most calls can wait.
So grab your tracking sheet and your calendar. See if you can work these 7 steps into your weekly schedule (some may be daily slots and some may only be a few times a week). Leave room for flexibility and try not to make it too blocked off. It may seem like a daunting task to get this organized, but if you can try this for three weeks, you will have formed a new habit and also may find yourself in total control of your workday. This generally means you will get more work done! More work tends to lead to more sales which means more revenue!
Please let me know how your progress is going, share your successes (or questions) in the comments below.
Acknowledging Success in Business and Life
I have an accountability partner and we meet weekly to discuss our businesses and keep each other on track with our plans and progress. One of the things that I have been working on is my list of 100 Successes.
One of my biggest issues is allowing me to be okay and celebrate the good things in life I do. Like many of you small business owners, my specialty in business comes easy to me, so understanding how that skill can help others and the feelings that come from it, is something I easily brush off as nothing important. It may not be to me, but to the client or online friend who I help, it is a big deal – and they achieve their own success from my help.
This is just one small example of how success happens but doesn’t get celebrated. I bet you can all share at least another example or two!
My Success List has been making me stand back and look at some of the great things I have done in life and business, and really give myself a little shout out about my accomplishments.
I have been preparing to go to Myrtle Beach to meet with my Business Coaches. I have to bring along a PowerPoint about me, to share with the group. This time, I added something different to it… after each section about me, my business, how I help clients, my services etc… I added another slide – my Celebrate Success Slide.
On these Celebrate Success Slides, I included the info I was most proud about in that area. It was very exhilarating writing these slides out. I did the titles in all CAPS and bold to make them really stand out – and I plan to share them with the group in the same way, presenting them in all CAPS and Bold! (Okay I have been practicing what I am going to do, I always like to be prepared – I should have been a Scout!).
My plan is to really own the successes I have so boldly written into my presentation. But in preparing all this, I have really seen the boost my mood takes when I am in the celebration mode – all the more reason to keep filling in my list and get more than 100!
Am I alone in my unease at celebrating or are you the same? Have you ever written out a list of your successes? What experience did you have from doing this? I would love to hear from someone who has been through it too.
Words never said enough: Thank you for a Job Well Done
A big (BIG, really BIG) Pet Peeve of mine is that more people send negative feedback than they ever do positive. And even worse, this has trained us all to expect the bad and not the good.
When I worked at Royal Bank years ago, one of my jobs was the Information Desk. You know, the main front desk where everyone stops to get information – who to see, how to do this etc etc. Not many people liked to cover my desk when I was away for a few reasons:
- You needed to know a lot about what was going on in all areas of the branch.
- You got a lot of complaints here – banks cards eaten, not working, big lineups, can’t see banker because of no appointment booked etc etc. Lots of negative things.
- It could get real busy.
My philosophy was always to help out everyone to the best of my abilities; solve problems, fix things, and then of course the go the extra mile to help. Yes, you got the crappy stuff all day long – but you also got the good stuff, the people so happy you helped them, so appreciative of your services. I always said the good may not have outweighed the bad, but the good was so good it would wipe out all the bad.
That’s how I am with service now, I comment on both good and bad service received. But my good always outweighs the bad – that is my personal policy on giving service comments. I have made it a personal commitment to prove to the world people do give feedback on good service too.
In doing so I have learned a few tricks, and the # 1 trick in in how you ask for the comment card. When asking staff for a comment card to fill out, indicate something like this :
I wanted to share how happy I was with the service today, do you have a comment card I can fill out?
If not, you will cause a panic situation. As soon as you go up and say to someone:
Can I have a comment card?
Most times you will get a response like:
- Is there something wrong?
- Can I help you with a problem?
- Did you have an issue with your service?
Others may hear you as well, and come over to offer to help fix the bad service you obviously received since you are asking for a comment card. We have all been trained to expect the worst. I’m not saying feedback on bad service is not to be shared,m it needs to be, no one will learn and improve if not, but share the good too!
So… why not try this out yourself? Those simple words, “Thank you for a job well done” should, in my opinion, be said more often that they are.
One of my most recent comments was about an employee at a Building Supply store here in Dartmouth, Kent at MicMac Mall. We have been dealing here for years and have done some kitchen renos recently. After a fabulous service experience with someone there, I took a minute and filled out the card at the service desk. (I try to do this right there so I don’t forget why or the name of the person who helped me).
What surprised me about this feedback, was when a few weeks later received a letter in the mail from Kent, thanking me for the comments and letting me know that the associate would be receiving a ‘star’ at their next team meeting. (One of the few times I ever had a comment acknowledged – a great practice for any business to implement and one that will encourage more good feedback I am sure!). Even better, the letter came from the Human Resources Department at head office… it was so nice to know my good words went far and wide. That letter made me feel great.
We also had above and beyond service from the contractor who did our bathroom and kitchen renos… so we sent him 
and his family a fruit bouquet (*See picture* It’s a really cool thank you item to send anyone , it was from Fruitful Expressions a local biz here) – this totally surprised him and his wife, as it probably is not something that happens often. People would say thanks, great job – but not always take it a step farther.
His wife called my contractor immediately and then he called me. Everyone was happy, them for the thought and acknowledgement of a good job and me, because they appreciated my thanks.
Thank you for a job well done
Words that can change the world and the attitudes of everyone you encounter. I challenge you all to send one positive feedback item every week of your life. Your mood and the mood of others will change, I guarantee it!
Taking Care of You
As a small business owner, your business can be operating like a well-oiled machine, but if you’re not taking care of yourself, you’re going to be stressed out. It’s ironic that when things are going really well, we typically end up spending MORE hours on our jobs because we’re just having so much fun and we’re seeing all the fantastic benefits of hard work.
To be a healthy person, you need to be a well-rounded person. Here are a handful of tips to make sure your business isn’t taking over your life at the expense of your health and well-being:
- Get physical
You’ve heard it before and you’ll hear it again – regular exercise reduces anxiety, combats obesity, and makes you a nicer person to be around. If you are sitting on your rear in front of the computer most of the day, you have to find some way to move your body on a regular basis. It can be as simple as a 15 minute walk first thing in the morning, or as intense as a 2 hour gym workout. Just choose something and do it. Commit to this for three weeks and you will probably develop a life long healthy habit.
- Get some rest
I’m willing to bet that at least once in the past month, you’ve found yourself up way too late, finishing one last work project, answering one more email, or putting the finishing touches on one last product. On an occasional basis, these nocturnal escapades are no big deal, But burn the midnight oil night after night after night, and you’re frying yourself. Not only does sleep deprivation make you anxious, edgy and unable think clearly, it also makes it harder for you to work at peak efficiency. Set a bedtime, and stick to it.
- Get a hobby
You will probably laugh at this, thinking you don’t have time for a hobby. But the truth is, you don’t have time NOT to have a hobby! Whether it’s knitting, canoeing, genealogy, cooking, or grooming llamas, you need something that will provide balance to your life. There will be days when the business side of things isn’t going so well, and you will need an escape. Get a hobby before you’re forced to find one.
- Connect
Connecting with those around you is critical to minimizing your stress. At the end of your life, you’re going to be worried more about the people you love and less about the business you created. Show your family and friends how important they are to you NOW by giving them their rightful share of your time. The bonus? It will calm your anxiety when you know you’re investing time where it’s going to matter most throughout your lifetime.
It will take time to get all of these items as part of your regular routine, but stick with it, if you do your health, mind and family will all be more appreciative, as will your clients and business!
Business Referrals – How NOT to accept one
This was the look I got!
For the first time EVER in my life, I was given a referral and was absolutely floored by the response it got! The response was really an eye opener for what people and businesses should never do when someone refers you a client or business.
What happened?
Well, we have been renovating our house and tore down a wall between our kitchen and dining room. The reno has meant we had to look at a few options for filling in the gap where the wall used to be. I was trying to salvage the new flooring laid in the kitchen last year so we were looking for a unique solution.
Since we moved here in 2008, we have been using the same flooring place for everything we have needed. The service has been excellent, the work as well and that has meant we are a loyal customer to this company. Anytime I need flooring or information I head straight to TK’s Carpet and Flooring in Dartmouth and talk to Claude.
This unique solution I was looking for involved getting a custom piece done so they referred me to another local company, close by that specializes in hardwood (I’m going to play nice and not say their name). So off I went this weekend to inquire about me needs.
When I explained what I was looking for, the woman indicated that they actually could not do this type of item and she gave me some other advice about how to go about it as well. As always, if I was referred to a business I like to let them know, most people always like to know why your chose their business. So I mentioned that TK’s had sent me there thinking they would have the skills/abilities to help. The response?
Oh yes, they always like to send people here when they don’t want to help you out.
Now, this might not seem like a big deal when the words are written out, but when you add the change in her facial expression along with the disdain in her voice as she said this the entire tone of the comment changed. I should have commented right there – but I have not always been as quick with retorts as some can be (My sister is really great at this and would have taken her down for sure).
I left thinking “What a rude way to take a referral for business”. No matter what she thought, she should have said something complimentary as opposed to shooting down the business that sent me to her doors in the first place.
As I drove away, heading in fact to TK’s to check out my other options, I was really thinking about how that was such a crappy thing fro her to say. I appreciated TKs giving me a name to check out, but definitely not her reaction to it.
SO… I did what any good and loyal customer would do – I let them know at TKs the response to their referral. I highly doubt they will refer to them again. And I will never recommend them either.
Lesson learned: Always think about what it means to accept a referral.
Someone, no matter who they are, felt you could help the person they sent to you. Accept this complement in the way it was intended, with courtesy and thought. Anything less and you may find yourself losing customers and future referrals because of your attitude.
What referral good / bad stories have you experienced? Please share here by posting a comment.
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