Stretching and Growth

For the last 15 months, I have committed the ultimate business owner sin: I haven’t communicated with anyone.

I fell of the face of the earth.  And I did it pretty well.

Mostly, I was afraid to tell anyone what I was doing, where I was going for fear of being judged, as a business owner who couldn’t hack it.

Yes, that’s totally crazy, and we all go through it.

So I’m back, from the great void, with a new story to tell about where I’ve been and where I’m going and how I stretched and grew in the process.

I look forward to sharing with you my own personal need for some Room To Breathe in the next few weeks and months.

Jessica

constant creativity

Business owners and entrepreneurs are constantly creating.  Looking at the last 7 years I’ve been in business, my life and my business have been on a never ending path of creativity.

And the constant creativity can be exhausting.

What’s it like to always be thinking up new ideas? Always implementing new strategy? Always hustling and looking for a different way to appeal to our customers?  If you have the “E” gene  (E for Entrepreneur) you know what it’s like.  Our brains never ever switch off.  May the Gods bless our little cotton socks.

No matter how much we have systemized, how much we delegate, how many great people we hire: we’re always thinking.

In “thinking” about it what are some of the ways we manage the energy expenditure from our constant creativity?  How do we fill up our own cup?  Or, in some cases, switch our brain off?

• go on retreats – all inclusive please!
• cook, eat, drink
• meditate
• exercise

Wouldn’t it be great if there were a location that catered specifically to us “E” gene people that understood our need to balance filling the cup and constant creativity?  Where I can relax, rejuvenate and have moments of blinding inspiration, hop on line and make it happen?  For me, that place is Canyon Ranch in Tucson.  It’s not specifically for us, but it may as well be.  My friend Jacintha gets screamin’ deals on group trips to CR and I’m planning on going in December – all being well.

What’s your release?  How do you fill up the cup?

customer service at its best: why local banks like First Northern are the best!

Money slows down and speeds up.  And for the last little while, my money was so slow, you could hear it drip into the bucket.  Now the tap is opening up again, I am doing happy dances every single day.  And one of the many, and probably the most important blessings in my life has been my relationship with my bank and banker, Marnie Nessen at First Northern Bank.

I know without a shadow of a doubt that the reason my life is still awesome is because I took the time to make friends with my banker.  She knows me, I know her, we talk.  I stopped in a different branch to make a sizable deposit.  Because my banker knows me, and my business, they called Marnie, verified the funds and saved me from a hold, gumming up the process of me paying vendors and getting client work done.  I walk in the door to make a deposit and they say, “Hi, Jessica, how are you? What’s new?”

When I need to buy an unusually big chunk of equipment and supplies for a vendor, I call them up and say, hey, can you raise my credit limit for now while I do this?  And they do it.  It’s because I’ve built the relationship with them and they have built the relationship with me and my business.

Local banks are the place to build this relationship.  Please call Marnie (916) 325-8504 and talk about transferring your account to First Northern. They can give you everything the “big dogs” can give you, and more.  Tell them I sent you.

I’m loyal to them and I’m very proud to say, First Northern, “That’s My Bank!”

I’m having a sale. Why is that such a big deal?

I debated. I thought. I agonized. I read advice from experts and not-so-experts. I decided. I’m having a sale.  And I need your help please.

I developed an AMAZING product that gets professionals what they want by giving them what they need:

They want:

• better relationships with their customers
• more business from their existing customers
• referrals to new customers
• a way to stand out from the pack
• an easier way to open conversations for up-selling
• to be the first person their clients think of when they need/want something

They need:

• a tool easy to use
• a tool making them look professional
• a tool low on effort and high on return
• a tool demonstrating all of the points the professional is trying to get across without wagging a finger
• a tool spurring on the customer to ask for more product from the professional
• a tool making the professional look like the expert because they know all the answers

And now after tons of market research, I have come to see this tool is a perfect fit for wants and needs.  And I’ve adjusted the prices to reflect the fit and make sure it’s within an affordable budget range. And, frankly, compared to what’s out there on the market, it is more elegant, more, professional, and sets a higher standard than the other “stuff” around. It completely represents professionals in the way intended: like they care about what they give to their clients.

Please help me get the word out to: insurance agents, CPAs, mortgage brokers, estate planning attorneys, independent financial advisors, and any other business owners wanting to build a stronger, longer relationship with customers and demonstrate they want to be THE only resource their clients and customers think about.

My goal: to launch this nationwide in the month of June and to have at least 500 transactions.

I will reward your referrals to the tune of 10% of sales.  I’ll write you a check. Seriously. Cash in hand for you my friends.

Here’s the website.  Listen to the audio testimonial clips on the left side.  Read the “Why I Should Buy It” tab.  If you want to see it “live” come to my office.  If you need a sample piece of cloth to feel how high class it feels, I’ll send it to you. Please tell everyone you know.

Here’s the code for an additional 10% off any purchases by May 31st, 2009: cinco

Thank you, I appreciate your help announcing my sale of the Financial Documents Binder.

Health Insurance and Doctor Crazy – it doesn’t have to be this way.

I went to the doctor this morning to get another TB test. I’m teaching an entrepreneurship class at a local school district and a clear TB test is required to teach. The TB test has to be “renewed” every 4 years. For those of you who don’t know how a TB test works: they put a little bit of the bug in you and see if you react.  You come back in exactly 72 hours for them to see the reaction if any and give you a form saying you’re clear. Here’s a better explanation.

Here’s the insurance/customer service crazy I experienced today that makes me invigorated to improve life here in CA.

1) My appointment was for 8:45.  I didn’t walk into the inner sanctum to even talk with a nurse to take vitals until 9:15. I arrived and there was ONE other person in the waiting room.  The staff at the desk didn’t call me up to see her until 9:05.  I told them I had to leave by 9:30 when I checked in at my appointment time.

2) The staff had to call and confirm my insurance even though it’s in their computer system. When the staff member finally called me up,  she took my insurance card and called the insurance company to verify the information was correct (even though it’s in their system).

3) I watched 4 different medical assistants walk back and forth behind the counter ( in the inner sanctum) swinging their hands like they had nothing to do. The initial intake staff was a complete bottle neck because she was on the phone, either listening to messages or with an insurance company, because she wasn’t talking on the phone, she was doing paperwork and typing while on the phone.

4) I paid for the office visit before I walked through the door ($40 co-pay). Like going to a movie, I have to pay before I get in. Okay, that’s fair enough.  I take a deposit for my services, so I get it.  I value their time, even if they don’t value mine.

5) I sat for 15 minutes waiting for the doctor that didn’t show up. I sat in the room for the doctor for 15 minutes.  at 9:35, past my deadline for leaving, I got up and left. I had an important appointment at 10:00 that I COULD NOT be late for.  As it was, I skated in about 3 minutes before the meeting.

6) This test could have been done by a Medical Assistant. This appointment could have been done by an MA, not a doctor.  I know because the last time I had it done, it took 10 minutes and the MA did it. There is no need to take vitals for this.  My expectation was I would be in and out.  And I had this expectation because that’s what the staff told me when I booked the appointment and when I arrived.  “It should be very quick, ” she said.

7) I asked for a refund of my co-pay (and got it) because I had to leave. The original staff didn’t know how to do that and had to ask her supervisor if it was possible. There were more keying in errors when she did the refund.  She did not have the attention to detail or training required to make the decision and take action on it.

8 ) I asked the staff for a price list of services so should I eliminate the crazy insurance merry-go-round, I know what I’m paying for cash out of pocket. She couldn’t give me a price list.  Her answer was, “prices are different, it all depends on what the doctor circles on the form after you’ve seen him/her.  I can’t tell you how much things cost.”

My questions:

When I booked the appointment, why did I get put with a doctor when this is a task that a Medical Assistant can take care of? They gave me a specialist when I only needed a generalist and a waste of staff resources and my time resulted. How was I to know to specifically ask for an MA and should that even be my responsibility?

Why do they have to call the insurance to confirm each time I come in? Surely I’ve signed enough forms in the world to have my insurance company AND my doctor talk with one another.

When I asked for a price list of services, the staff couldn’t give it to me.  Where’s the clarity? Why can’t I know up front how much my physical will be? How much my annual gyno exam will be? How much the TB test will cost?

How come the staff isn’t trained to give attention to customers walking in the door and how to manage the tasks should a billing reversal be required?

My opinions:

I received incredibly poor customer service this morning on every count.  I communicated my expectations and they were acknowledged, agreed with, and then disregarded.  I, the customer in the medical office, receiving a service, was treated with disrespect. My time was not valued. And this is not the first time it has happened. I find I have been willing to accept this lack of service for years, which is my own brand of crazy.  Why on earth should I go to a practice that doesn’t understand the “business” side of it?  Consequently, I’m looking for a new doctor in the Midtown Sacramento area – email me if you have a referral.

Besides the poor customer service, the entire doctor/health insurance kettle is broken. I understand the medical/insurance system is amazingly complex and that irritates me to no end.  I currently make “donations” to my insurance company and they told me I’m about to start paying them more.  I go to the doctor once a year – for a physical exam. When I change to a Health Savings Account, or some better way of controlling where my money goes for these costs, I’d like to know exactly how much it costs for that annual exam.  I’d like to know up front how much the TB test will cost. Why is that so hard? If it costs $500 for an annual exam, then that’s what it costs! Just tell me so I can appreciate it more instead of it being cloaked in secrecy.  I promise I will take even better care of myself by knowing what things really cost.

I know it can be easier.  I lived in England for 5 years. I LOVED the National Health Service. And people who wanted private insurance could get private insurance on top of it.  The NHS was amazing because you knew when you walked in the door how much prescriptions were going to cost, and that everything was covered. You know how much things were going to cost. You knew what to expect. Period.  It was taken care of.  And my taxes weren’t any worse than they are here in California.  For an island of 60+ million, they really do know how to make sure that the least among us are taken care of and that those who want to spend more dough on private health care, can do so.  It is a great system. Why can’t we do that here? (This is a rhetorical question – though if you feel like talking about it – go right ahead.)

There endeth the lesson for today.  Again, if you know a General Practitioner in midtown Sacramento or have information for a Health Savings Account package, please email me.

Have a magnificent day!

Market your website, generate more leads and make more money: RTB Collaboration Series Teleseminar

Do you want to grow your business but are unsure how to attract new business?

Do you have a website that looks pretty but doesn’t work hard for you?

Would you like to learn how to leverage the internet to make more money?

You can. From social networking to internet marketing to blogging, this teleseminar will guide you step-by-step through the 7 Key Strategies to You Can Use to Market Your Website, Generate More Leads & Make More Money, teaching you free and low cost ways to give your business a boost and make 2009 your best year ever.

Jessica Chapman, Chief Seed Planter from Room To Breathe Professional Organizers will be interviewing Jennifer Bourn of Bourn Creative in this no cost one hour teleseminar.

Sign up here: Room To Breathe Professional Organizers Collaboration Series

In this information-packed presentation, you will learn

• Seven key strategies to market your website
• How to generate leads with your website
• What different types of website strategies exist and how to employ them

For more than ten years, Jennifer Bourn has created award-winning visual identities and Web sites for legislative campaigns and initiatives, national corporations, direct mail and advertising campaigns, and numerous entrepreneurs. She has taught collegiate upper division corporate identity and branding and collaborated with other instructors to develop teaching manuals for lower division design courses. Combining an electrical engineering background with her creative skills and marketing experience, Jennifer works closely with her clients to design strong, eye catching, memorable brands that transcend both print and online platforms. She truly believes that every business owner should have a brand they can be proud of and get excited about and a Web site that gets attention, gets remembered, and actually works to help achieve the desired results and goals of the business.

After sign-up for event, you will be emailed with teleconference phone number and access code. By signing up for the conference, you agree to receive emails from Room To Breathe Professional Organizers about this event and other organizing and business topics.

small business boundaries: sick? stay home and keep it to yourself, please

Keep your grimy, sniffly germs and cranky whiny should-have-stayed-in-bed attitude to yourself please. Or, as my grandma would say, “get off the cross, we need the wood: stay home and in bed.”

I woke up with the WORST stuffed head.  You know, the kind that feels like there is nothing but cotton in it, yet you keep blowing your nose. Where does all that phlegm come from anyway?

The biggest collaborative business feat I performed today was for and with my office colleagues: I stayed at home.

Big deal, I stayed at home.   Actually, it is a very big deal directly relating to internal and external customer service.

As a small business owner/entrepreneur that has none or very few employees, the world revolves around you.  This may only be true in your head, but still, it’s true there.  The business and the world would come to a grinding halt if you don’t get your butt into the office to… answer the phone, check email, file bills, pay bills, call prospects, et cetera.

Here I am breaking it to you that you’re lying to yourself. And more, you going into the office when you’re sick does a disservice to your staff, colleagues, office mates, and customers.

I can tell when someone is sick and doesn’t really want to be talking with me on the phone. I also can tell when someone really doesn’t want to be in the office, or doesn’t have the energy to be there.  Do I want one of my employees coming in to “infect” everyone else when they are sick? Heck no! So why would I do it?

The next argument I hear is: “well if I don’t go in and do (add task here), no one will.” In the age of diverted phone lines and email from home, you can work virtually or send out a voice mail telling people you’re sick and will call back tomorrow.  It’s a reasonable and REAL thing to do – communicate the truth about your illness.  In saying that though, only do the minimum of work at home. Emails can wait, so can calls. Your body needs to rest. Why do you think you “got sick” in the first place?

Finally, if your whole business revolves around you being there 24/7, then you don’t own a business, it owns you. You own a job with really crappy terms and conditions.  You may thrive on the stress of it.  If you are a stress junkie, that’s a valid path to take in life. More power to you and go with God. On the other hand, there are different ways to manage the illness and ensure all the “stuff” still gets done.  Take some time to write out those procedures for you and your staff. I promise your life will be 100% more calm.

When you really care about yourself, your colleagues, and your customers, you keep your backside home resting or sleeping so you can come back the next day at 100%. Everyone will truly thank you for it.

Okay, back to napping and blowing my nose.

Have a magnificent day.

pile of business cards on my desk and why they are there

I have 33 business cards on my desk.  They are in a nice little stack.  Some have been there for over a year. Some have been there 2 days.  The pile isn’t any bigger than 50. The least I’ve had is 10. I frequently throw out business cards.

Why aren’t they in my address book, you ask?

I’m picky about who goes in my address book and I’m not sure if I want them in my address book.  I do not ascribe to the rule “she with the most contacts in her address book wins.”  I do ascribe to “she with the most subscribers to her newsletter wins.” (Shameless plug  – go sign up on my Room To Breathe home page.)

Those are two different games you can play.  I see only clutter,clogging, and wasted time and energy in the first.

People in my address book are people I know well.  I could probably recite their phone number off the top of my head. I know their name, what they do, if we’ve done business together before, and what their spouse’s name is.  These are people I trust, collaborate with, and share business and life with.  This is the value I bring to the world as a connector and collaborator: when I give you someone’s name in my address book, you know that it’s going to be the right best connection for you based on what you told me you wanted.

The cards on my desk in categories:

• Folks I’ve just met who said “oh, Jessica, we should totally go into business together! call me!”
• People I’m interviewing for projects
• Media contacts
• People I knew/met a long time ago and desire to reconnect with

I put in 3 cards yesterday to my address book off the pile.  These people, for an intangible reason, 1) made the cut and 2) their contact information is now so cemented in my brain the address book memory jogger is applicable.

After all is said and done, the address book is a memory jogger for us.  And if you put the garbage of 1000 people you don’t know into it, then it’s useless. Why bother.  You may as well have 1000 cards on your desk because that’s all you’re using your address book for is to visually go through all of the people in there looking for the one you want.

By the way, I have 837 names in my computer address book that syncs to my blackberry.  I periodically purge contacts, though it averages around 800. And yes, I know every single one of those people.

Small Business Owners: Show up and stick with it. Are you in it for the long run?

Last  year, I signed up for a half marathon.  And the training that went along with it.  Don’t ask why.  I’m not entirely sure myself.  FYI, that’s 13.1 miles.  Like any entrepreneur, I have a little bit of crazy in my head.

I am prone to jumping in with both feet to most activities and so I signed up for the training in January. After 9 weeks, most of the people I signed up with were long gone at the end of the training.  They dropped off along the way for one reason or another.  That meant I was mostly on my own for the maintenance runs and practice.

My mantras then, as they are now, were: “slow and steady wins the race,” and “all I have to do is finish.”

On the last long run in the training before the race, it was sunny and beautiful and very, very windy.  At about mile 10, when my body was rebelling and telling me I really was crazy, and the wind was pushing against me out on the American River Parkway, I received the most amazing epiphanies.  To this day I am reminded:

1) If I can run 13.1 miles I can do anything.  That means: Get over my ego and fear of “bugging” people and make the sales calls that I so easily procrastinate. Get over my bad self and look at my financials EVERY MONTH/WEEK. Take action and move.

2) Business (and life for that matter) is about showing up and sticking with it while all the others give up and go away.  Yes, I need to take action when opportunities present themselves AND I need to keep my eyes on the prize – my overall business goals and plan. I can love spontaneity as long as I keep on the daily “maintenance training” of working on my business so I can last the whole race long.

3) Business IS slow and steady and being a part of the race with my goal of finishing.  Finishing in itself is winning. Not how fast I do it. AKA: it’s all about the journey.

Have a magnificent day.

video: high school students are entrepreneurs: start organization now!

I had an occasion to be in front of some high school students and talk about why being organized is important to them too.

I decided to create a condensed video of that presentation.

Whitney Houston sung it best: “I believe the children are our future, teach them well and let them lead the way.”

Let’s teach our youth how to manage all they have going on instead of getting on their case about how they aren’t managing it.  I say less Type A people in the world.  What do you think?