E-Mail Tips - Draining the Swamp

"Your mailbox has exceeded it's limit." This is the message that I would get twice a week, that set my teeth on edge. I would have to stop everything I was doing to spend an hour creating enough space so that I can communicate with the person sitting next to me. After years of wishing there was something I could do about it, I finally stopped making excuses and took responsibility for my own part in the creation of the Email Swamp. Here are some things that I put into practice that really work.

1. Don't check your messages every two minutes. You'll never get anything else done and if it's urgent, they should have called. Set aside a half an hour every two hours to answer e-mail. By that time, you should be able to just delete a good portion of them, because everyone else has already responded and you don't need to read all 14 e-mails.
2. Turn off all automatic notifications. Better yet, shut down your e-mail program, in between the times you are scheduled to check and answer e-mail. This will help you to not get distracted and stick to point #1.
3. Save the attachments, delete the e-mail.
4. When checking your e-mails, determine which ones you may need to reference later and move them into a folder. Once a month, go through your folders and delete anything that is more than three months old. If someone asks you about it after that, I'm sure they will understand if you told them you deleted it.
5. If the message is something that you need to follow up on, USE YOUR FLAGS! That's what they're there for. Feel free to create your own system that works for you, but as an example, mine works like this: Red-Follow Up ASAP, Green-Need to Create and/or Research (might take a while, but I need to get working on it), Blue-Need to follow up later, at a specific date, Yellow-Information needed for specific projects, Purple-waiting on someone else. I also add reminders to my follow up flags and keep my e-mail sorted that way, rather than by date. (The new, un-flagged e-mails will sort by date after the flagged ones.) By the way, if your e-mail program does not have any kind of flagging system for follow-up, it's time to upgrade.

Just like any other addiction, this is a process. It's not easy to realize that the world continues turning, even if you don't know everything that happens the instant it happens. However, try to think about the time that you will gain back by being more organized and efficient with your e-mails. Maybe you could read a book.

The Postal Service is Going Out of Business

Don't panic. I imagine that the USPS will be around for a very long time. However, if they were not run by the government but were, say, a privately held company, they would have been slashing their prices and liquidating their inventory last century. Don't believe me? Imagine for a moment that the Postal Service was a franchise that is basically selling one product - postage. Then ask yourself the following questions.

1. If you no longer needed as much of this product as you did 12 years ago, would you pay more for it? The price of a regular first class stamp has increased 40% since 1999, but their sales have decreased by almost the same percentage.
2. Would you do business with a company that lost over $8 billion two years in a row? (http://en.wikipedia.org/wiki/United_States_Postal_Service)
3. If you went to a store to buy something, how long would you wait in line before you went somewhere else? What if you saw the employees were moving slowly or standing around?
4. If you were treated rudely by a store employee, would you go back? Would you even go to a store that already had a bad reputation for rude employees, knowing that neither the manager or the owner planned to ever do anything about it, which means you have no one to complain to for receiving poor customer service?
• Please note: I realize that not all employees at every single post office are rude or slow. However, in all of my experiences at all of the post offices I've ever been to in my life, I can honestly say that only once has an employee smiled at me, and that was when I was getting my passport. You'd think they worked on commission. On a side note, can someone please explain to me what passports have to do with postage?
5. Would you purchase this product on-line if it took longer than going to the store to pick it up?

Don't get me wrong. I use the US Postal Service on a regular basis (what choice do I have?) I also understand that there are reasons for the declining sales that are out of their control, but that isn't different than what every other business goes through. Furthermore, I understand that there are a lot of federal regulations (i.e. personnel benefits) that they have to adhere to that they could change if they were a privately held company.  I'm just playing a "what-if" scenario in my head that says, "What if the USPS continued doing things exactly like they are now, but were just a regular company?" My guess is that our kids would be saying, "What's a stamp?"

Just a reminder that the price of a First Class stamp will go up one cent to 45 cents on January 22, 2012.  Postcards will be 32 cents, a 3 cent increase.

Jennifer Simons is the owner of Girl Monday, a virtual assistant and consulting business in Sioux Falls, SD.

Must Have Paper

In this digital world where everyone is trying to "Go Green" and be "paperless," I would argue that there are some things that should always be printed. Maybe I'm old fashioned, because there are digital forms of some of these items, but they just don't feel the same as the paper version.

1. Business Cards. I understand networking on-line is what all the hip business executives are doing, but face to face marketing still has its place. You could probably e-mail someone your digital card from your cell phone, but it seems very disconnected.
2. Thank You Cards. Again, I understand that you can call someone and thank them or even e-mail them. However, if you have ever received a thank you card in the mail from someone, you know that somehow it means much more. Maybe because it feels like they went through the extra trouble of handwriting you a personal note.
3. Other Greeting Cards. Along the same lines as the thank you cards, they just seem to make the recipient feel more special. Although e-cards can be personalized, whenever I've received one, I feel as though the sender threw it together at the last minute. Sending a card in the mail takes planning. You have to think about what you are going to say, because you can't backspace. You also may have to think about it several days ahead of time to make sure the card arrives on time, like for birthdays.
4. Stamps. Well, if you are going to mail cards, you are going to need stamps. I still have not quite figured out buying postage on line. Maybe because it seems like a lot of work, when you can just slap a stamp on it and go. Let's face it, if you are taking the extra time to write out cards, this is a way you could make up that time.
5. Paper Plates. I just think digital plates that you eat off of are wrong. Seriously, though, I realize you can use real dishes and silverware to save some trees. Although, then you'll be wasting water to wash the dishes, so in my mind, it is a toss-up. However, I really do think there will always be a time and place for the disposable version. I don't really need fine china for my toast.

Jennifer Simons is the owner of Girl Monday, a virtual assistant and consulting business in Sioux Falls, SD.

A Plan for Collecting on Receivables

If outstanding receivables are keeping your small business from making a profit, start 2012 with a plan to collect the money that is due to you, without alienating your customers. Here are some tips on how to accomplish that delicate balance.

1. Start with a step by step plan that includes timelines and consequences. Make sure all the details are laid out in the contract between you and your client. Expectations should be clear to avoid having to collect.
2. I suggest giving your customers 30 days to pay their invoice. This is more than fair, and regardless of the size of your customer (individual, small or large business), 30 days should work into everyone's payment schedule. Keeping the terms the same for all clients will make it easier for you to track past due amounts.
3. Make sure you include a late fee for payments that are received after 30 days. Remind the customer of the late fee by adding a comment on their invoice. This will be an incentive for the client to pay on time and can be used as a bargaining element if you have to try collecting later.
4. If you still have not received payment after 60 days, you will need to call the customer, weekly if necessary. This is not always easy, but follow these simple rules to keep focused on your goal.
• Make a script. You don't have to read it, like telemarketers do, but if you have a written script of what you need to say and practice before you call, you will be able to control the conversation better than if you "wing it."
• Make sure you are talking to the right person. Don't say anything about past due invoices to anyone, besides the person who takes care of accounts payable. The last thing you want is for your customer to get angry because you led an entry-level employee to believe that the company can't pay their bills.
• Document everything! If you have to call your client back, after the initial call, you'll be able to reference what was previously agreed to. Even better, within 24 hours of your phone call, follow up with an e-mail, outlining what was agreed to.
•  Consider having someone else make the calls for you. As the business owner, you and your business are considered the same entity by a client. If your customer is mad, frustrated, annoyed with you, it will reflect on any future business or referrals. Delegate to an employee or a Virtual Assistant to play "bad cop," while you get to play "good cop," and keep your first-class business name.
5. At 90 days, it is time to get serious. I recommend sending a certified letter to your client, letting them know that if the bill is not paid within 10 days of receiving the letter, your next step will be sending the bill to a collection agency or sending to arbitration. Make sure the letter is well written, so it doesn't come off as a threat, but as a courtesy. Sometimes, bills get paid to the "squeaky wheel." Letting your customer know that you are not going to give up and you are prepared to take further action will hopefully be all it takes to get paid the full amount you are due.
6. Make sure you follow up. At 100 days, you need to seek outside help. Be aware that at this point, you will most likely not get back the full amount that is due to you. You will also lose your customer and any referrals that you could have received from them, if you haven't already. Honestly, at this point, you have probably already decided not to do business with this customer again, anyway.

This is obviously just an outline for you to follow. A different timeline may work better for you, just make sure that you lay it all out in your contract and stick to it. The longer you let outstanding receivables go without being paid, the harder it will be to collect the money you are owed.

Business Resolutions for 2012

If you are only making New Year's resolutions for your personal life, you are missing out. Writing down clear goals for your business this year will help you stay on track. Just like your personal goals, you should create objectives that are definitive and measurable. Don't forget to implement a reporting system and timelines, so you can stay on track and make adjustments, as needed.

Here are some goals that I plan to reach in 2012. Maybe they will spark some ideas for you.

1. Step up my blogging efforts. I started blogging this last year and my posts have been sporadic, at best. This year I am starting by joining the Ultimate Blog Challenge, which requires me to post 31 times in 31 days. My goal after the challenge is to post once a week (every other week here and every other week on my personal blog - Embracing My Dorkiness) and to gain at least 30 subscribers on each.
2. Take advantage of all Social Media has to offer. I vow to update my Facebook business page at least every other day. I will establish myself on LinkedIn and gain 15 contacts every quarter of 2012. I will learn how to Twitter properly, and I will learn Google+ inside and out by the end of March. I will update my goals for Twitter and Google+ by April 1st. I will take advantage of HootSuite to help me maintain my goals.
3. Read three books on Search Engine Optimization by the end of June. Update my SEO goal by July 1st.
4. Overhaul my website by the end of the year. Create a clear and detailed plan of action by the end of September.

It feels good to have it all in writing and to share with others that will keep me accountable. I will also make a commitment to post updates on my goals at the end of each quarter to obligate me to my objectives.

Wishing you all a happy, productive, efficient, and profitable 2012!

Cleaning...It's Not Just for Spring

It isn't just for your home either. If you frequently find yourself defending your desk with the phrase, "A messy desk is a sign of genius," or "creativity" or however you like to compliment yourself, I'm afraid I have bad news. The only thing that a messy desk tells other people about you is that you are disorganized and inefficient. Sorry to be so harsh, but you needed to hear it. So, now that you know the truth, what are you going to do about it? Either continue to make excuses or take into consideration some of my tips for creating and maintaining a tidy and efficient work space.

1. Put all of the piles on your desk into one big pile and then sort them. File and Toss. You may have several different sort piles for filing.

• You may want to create a reference binder to keep on your desk or install a flip chart of documents that you frequently refer to.
• Any financial documents need to be kept for seven years, but if they are more than 6 months old, consider setting up a separate file for archived items that is stored away from your desk, at the back of a file cabinet, or in the bottom drawer.
• If you have an electronic copy of something, you don't need to keep the hard copy - recycle it or shred it.

This may seem like a daunting task, but it doesn't take as long as you would think.

2. Set up and label your files appropriately.

• Use hanging files with labels for the broader categories and separate items with file folders, if you need to. Not every category will have sub-categories and try to avoid putting too much or too little in each file.
• Although typed labels look nicer, as long as your printing is legible, it may be easier to just write on the labels. Just don't let the fact that trying to get the labels to print just right is such a hassle, deter you from getting your filing done. If you prefer them typed, but don't want to mess with those little tiny strips of perforated labels, here is a template in Excel that I devised for my own labeling and have been using for years. Cut out the gray and the white together and fold it in half to make it stay in the plastic label holders. I usually use a heavier weight paper and color code the backgrounds.
• I also have a file in the front of my drawer that says "To Be Filed." I put documents in there when I don't have time to go through them, but don't want them taking up space on my desk. The trick is to remember to go back to it once a week and put the papers where they belong.

3. Once all of those papers have been removed from your desk, you may notice a layer of dust underneath. While organizing is important for your mental health, keeping your desk free of dust and germs is important for your physical health This is especially true in the winter months when you are stuck inside more often and cold and flu bugs run rampant.

• Cut back on spreading viruses by wiping your immediate desk area with disinfecting wipes at least once a week. Make sure you get your mouse, your keyboard, and your phone really good, since those are the things you touch the most.
• I also keep a disposable duster in my drawer and try to dust off my monitor, lights, shelves, picture frames and nick-nacks at least once every couple of weeks, or more often if it needs it. It only takes about a minute, but the benefit is that I don't get all stuffed up every time I sit at my desk. Plus it looks like someone actually works at my desk and not like it is abandoned!
• Lastly, I know it's hard, but try not to eat at your desk. Even if you only have a few minutes for lunch, take them in the kitchen or the break room. How much typing are you really getting done with one hand, anyway?

You don't have to be a "neat freak" to put these suggestions into practice. These are just a few, very simple tasks to get you started. Those of us who are more detail-oriented have lots of other little ways that we use to keep our home and office tidy every day. However, I realize that others do not possess the same talents as I do. On the flip side, I'm not good at sports, if it makes you feel any better.