I recently went on vacation and used a tour company. The trip started in Paris, the first time I have ever been there and I wanted to make the most of it. According to the brochure the hotels were, “handpicked” and in central locations. Paris has 20 different neighborhoods which are called arrondissements. The tourist locations which are ideal are between one through eight.
My hotel was in arrondissement 19, which means I was in the middle of nowhere. It would take more than 2 changes on the metro to get into Paris proper and over 30 minutes. The distance was not the only issue. Two words: powdered eggs.
In a country that is home to the omlette, breakfast was a continental one with breads and meats and scrambled eggs. The scrambled eggs were suspiciously runny. It was then that someone in our group identified them as being powdered eggs.
Sure, I understand that the hotel is trying to make a profit and a way to save money is to buy powdered eggs and add water. Voila! Let’s fool the travelers. (I am not going to talk about the dirty sheets.)
In the end, the tour company stressed completing the feedback form because, “we do listen.”
I have not heard from the tour company. Actually, I did. They sent me a brochure.
If you are going to ask for feedback or ask for a completion of a survey, then you need to do something with that information.
1) What are the questions you are asking and why? For example are you looking for age information, what are your popular products or the value you provide?
2) What are you going to use to gather information? There is survey monkey online, but there is also social media or you can provide a mailing.
3) How will you collect the statistical information? Once you have the info then you need to set up interpreting the information.
You have collected this information so now what? Are you willing to change? Are you going to put this in your best practices? Will you reply? Surveys and feedbacks can be great as they can bring to light legal issues and management issues along with marketing opportunities. However, this can only happen if you do something with the feedback. Bonne chance!
“That’s the way I’ve always done it!”
My usual response is an internal groan.
An example is a small condo association with three units that does not keep official meeting minutes, and does not do proper voting. Problems arise when there are new unit owners with questions in regards to past events. There is no record and this can result in a liability issue.
There is a reason why there are condominium bylaws. They need to be followed, and if they are too difficult to follow then either a) hire a management company or b) change the bylaws.
What about sending out contracts, and starting the work before they are signed. This is very common, but it becomes an issue when the work being done is questioned. A signature is very important.
An easy fix is to use Hello Sign or DocuSign. These are valid ways to have signatures signed, and courts recognize them per state and federal law.
There always needs to be follow through so make that follow through easier.
Just because a contract is “standard” does not mean that it cannot be changed. Most contracts are the result of a negotiation. You want the contract to reflect the discussions, and to understand what is being stated because you will be signing it along with the other party.
The adage does not just extend to legal matters. Marketing and networking may also require some change.
Sure, most people think of January as the beginning of the new year, but I always see September as a time to make new business plans and look at some disturbing legal trends that will be effecting small businesses. There are ethical issues, then there is privacy and regulations that have an uneven impact on small businesses.
The ethical issues that have arisen are in regards to equality based on gender and sexual orientation. The implication does trickle into business. What do to when there are allegations of employee discrimination? How can you protect your business and your clients? Even the smallest of companies should consider an employee handbook that should include the ethical standards your business wishes to emulate. These ideals should permeate the whole business- website, retail level and statements. I had a great experience at my local Lens Crafters where they fixed my sunglasses for free and suggested I make a donation to Gifts of Sight, a charity they support.
Privacy and protection of information is paramount. This is a topic that should be addressed in an employee handbook. Some thoughts are –what type of security do you have on your computers? Are doors locked? Are passwords changed from time to time? Is there a list of who has access to what? What happens if there is a breach? It is important to have a plan in case the worst happens. Something to consider is an application like Last Pass https://lastpass.com/enterprise_overview.php which provides password management with encryption software.
Being the LITTLE GUY is difficult with federal regulations and with legal matters. If you have a business that has connections with federal oversight- like the EPA for example, then you want to make sure you are aware of upcoming regulations that can affect you. Watch the Federal Register: https://www.federalregister.gov/. Since I do some landlord/tenant work, I am keenly watching a state bill that may have an impact on my clients. It is easy to join association or have online membership to different groups that can provide information that will help or hurt your business. Following on social media can also be a great source.
Lastly, law suits are expensive, and the cost only increasing. Think about conflict management and less expensive ways to handle your disputes. Using mediation and referencing it in your contracts and employee handbook can be an easy way to avoid costly litigation. Contact True North Business Consulting about employee handbooks and mediation today.
I was recently was interviewed by Dr. Georgianna Donadio of the National Institute of Whole Health (NIWH). NIWH provides credentialed individuals with educational programs.
Our conversation was about starting a business and included legal, marketing and management information in a short 20 minute segment. To listen go here.
The most popular True North Business Consulting newsletter and video is on the topic of charities. The holiday season is a good time to revisit the topic and update it. First, as a business you may want to choose one or two charities to support- a local food bank, a larger organization or something personal. When you choose a charity to support you want to do some homework.
First, check the grade of your charity. Charity Navigator (http://www.charitynavigator.org) provides information on where funds go in each charity. For example the American Red Cross gets 3 out of 4 stars versus Feeding of America gets 4 stars. Why the difference? Possibly expenses or salaries could be an issue.
Second, make sure you agree with the mission of the organization. You may be a pet lover and want to link to an animal shelter, but you should see if it is a no-kill shelter if you believe that is important.
Charitable giving can also be to your benefit. Not in the way that is makes you feel that you are helping others, but it may help your business. Try to choose a charity with an active website or social media program that is willing to recognize your business as a contributor (a link back to your webpage would be great). If the charity has a newsletter, then ask to be featured. This may be easier with a smaller organization than a larger organization.
A few times a year, usually when the seasons change I take the time to organize. This time I was ruthless in my cleaning leading to bags of trash and donated clothing. I then decided to do the same with my office.
I had certificates from completing mediation courses, collaborative law and as an e-learning instructor. I went to my local frame shop, purchased some frames and hung them up. Because I have taken these courses I can put myself out as a professional- a mediator, a lawyer and educator. This also means that as a professional I need to meet a standard of care that is above those who do not have the same knowledge.
This is why insurance is important.
If you are in the same circumstances where you are a professional, then you need to make sure that you have the right kind of liability insurance. Once you have insurance you should also make sure that you acknowledge it in your contract with your clients. It lets them know that you are a true professional in your field.
If you work with someone else in a contractor or subcontractor relationship, then you need to make sure that they carry insurance, too.
Insurance and law go together. Where one is not able to help you, the other can.
It was time for an update at True North Business Consulting. We are still providing contract review and creation, mediation services and educational seminars on business topics. Is it time for you to look at the legal side of your business?
A Perfect Example:
Partners in a business recently came to me. They have been in business for 10 years and are in debt. They do not know if they should continue. They had created an S-Corporation, which means they created a separate legal entity with the Commonwealth of Massachusetts. They did this to protect their personal assets. However, they never created a partnership agreement, which would give them guidance on what to if they decided to split up. A contract of this kind should have been the first step. Instead they are confused and do not know what to do.
Clients Are Impacted:
Whether the business continues with one person, the partners or is dissolved, there is going to be an impact with their clients. They had not changed their client contract since they started their business. There was some updating needed but their main issue was they cannot assign the contract to another business who may buy them. This means that they have to honor each of the contracts, even though they may sell the business!
Mediation Can Help Them:
Are they heading for court? No. They want a quick resolution, and most civil cases can take up to two years to get to litigation. This is after a large investment of money, which neither can afford. They also may not be happy with a judge or jury’s decision. Mediation provides an alternative where they can come up with their own solution, and still remain good friends.
When was the last time you updated your contracts? Are you involved in a dispute and it is heading to court? True North Business Consulting can help you.
Need a place to start, then start with our free videos at: You Tube Channel or browse through this blog for helpful hints.
Dishonesty Is Not Honesty In Disguise
There was an exposé recently in the Boston Globe about the fishing industry. I was one of the readers struck by the epidemic of mislabeled fish, but it was a local chef’s comment that caught my eye. He commented that he thought it was perfectly fine in the Commonwealth of Massachusetts to say that sablefish was butterfish. He liked to use the word, butterfish, because it rolled off the tongue better.
There is not a state within the United States that allows misrepresentation. Misrepresentation is dishonesty about material facts. You need to give consumers the right information about your product. Therefore the accurate name of your product or service is important.
In the same week I came across another article, not in the Boston Globe, but an online source where the author was advocating plagiarizing web content. Yes, it was eye-catching, and I can imagine it made an effective tweet, but again, like misrepresentation, this is not allowed. Just look at the Digital Millennium Copyright Act. If you feel someone has stolen content from your website, then you can send a cease a desist letter for them to take it down.
For example, let’s say one of your clients has given you permission to use their comment. “XYZ business was great. Claire helped explain exactly what I needed to bring attention to my business. AB, my new product wouldn’t have been a success without her.” Now we add in a new competitor who doesn’t have any feedback, and they take your comment as their own, just changing the name. Is that fair? You would follow the Digital Millennium Copyright Act so that you could stop your competitor from using your quote.
Remember be clear and honest about your business even when it comes to marketing. Advertising is important for your business, and you need to be creative, but not dishonest. Not all fishes are the same. You cannot plagiarize from a website, no matter how much you wish that was your content. It’s not.
If you need advice on this type of situation, contact True North Business Consulting.
You are an integrative health practitioner, an acupuncturist, a yoga instructor, a massage therapist, naturopath, or health coach. You help others, and are an expert in your field, having studied and worked hard to develop your practice. However, a practice involves business know-how. Entrepreneurs, Cynthia Pasciuto of True North Business Consulting and Laura Greer of Mandala Services have formed the Institute of Integrative Business Studies to provide online business education to health and wellness practitioners.
Cynthia and Laura are not newcomers to the health and wellness field. Cynthia has taught at the local acupuncture school along with teaching at the undergraduate level. Laura has helped practitioners start, grow and manage thriving health and wellness practicices, has worked for yoga studios and has been a yoga instructor for over ten years. They both noticed there was a need for business knowledge often being asked for advice on social media, marketing, management and legal assistance. They wanted the health and wellness practitioners to succeed.
The Institute of Integrative Business Studies℠ is launching The Integrative Business Program℠, a series of online seminars aimed at helping integrative health practitioners learn what it takes to start, maintain and grow a successful practice. The objective of the Integrative Business Program℠ is to educate integrative health practitioners in order to improve their chances for success and to increase the accessibility of qualified practitioners available to the consumer. The program teaches participants crucial business and practice management principles in the areas of Patient & Clinical Management, Marketing & Public Relations, Accounting, Insurance and Finance, and Business Law.
The Integrative Business Program℠ consists of a number of courses that run for a length of -6 weeks each. Weekly online sessions are 1 hour in length and each course is taught by an expert in the topic.
Courses start in September. Sign up today for a free introductory webinar on Tuesday, August 30th- Jumpstart Your Business: Top Ten Things You Need to Know! Sign up for the free webinar at http://www.integrativebusinessstudies.com/jumpstart
The Institute of Integrative Business Studies℠, where holistic health and business practices meet, is sponsored by the Acupuncture & Oriental Medicine Association of Massachusetts and The National Institute of Whole Health.
Yes, usually an article like this would come at the end of September at the beginning of fall, but I did my traveling in May and June this year so I wanted to share what I learned.
Look before you step:
In Florida I stepped on a stinging bee/wasp. To this day I have no idea what insect family it was in, but I was enjoying the beach and the next thing I know my foot is on fire. An emergency room visit, an IV course of antibiotics along with having the stinger still in my foot for 12 days later is a reminder that you have to asses risk before going into a venture, and to have a plan in case something happens. In project management it is called Risk Management; there should always be a Plan B.
You have to think about marketing all the time:
Tennessee was having unusually hot, humid weather for June. In Nashville with my friends we went to Broadway. If you have never been to Nashville, this is where you can find country music being played. I was tired and decided to go back to the hotel, and a friend said she was ready to go back too. We walked and she pointed out a minor celebrity. She wanted to continue walking, but I wanted to go up to him. I pulled her with me, and we ended up having a fifteen minute conversation where he tried to convince us to join a Facebook campaign. It taught me that every conversation is a marketing opportunity, which is why True North always thinks about the marketing element when providing legal coaching.
Negotiate properly
In Ireland I forgot the key step in negotiations-sometimes a cultural translator is needed. I have been to Europe before, and considered Ireland a European country where they happen to speak English with an accent. No need to speak a foreign language. First, I did not always understand when people were speaking to me, and then I assumed that I could haggle and get a discount. In Ireland, the price set is the price set. Lesson learned. True North provides negotiation services, preparing you to enter your negotiations so that they are win/win.
