Write Your Cancellation Policy Before You Need It

Write Your Cancellation Policy Before You Need It

THE TACTIC Write a one-paragraph cancellation and rescheduling policy, put it on every booking and agreement, and apply it the same way every time. A client cancels the morning of an appointment. Another reschedules for the third time. A third doesn’t show up at...
Ask Every New Client How They Found You

Ask Every New Client How They Found You

THE TACTIC Ask every new inquiry the same question, “How did you hear about us?”, and record the answer in one place. Review it every three months. Most small business owners market in a lot of directions at once. A little social media, a listing on a...
Follow Up on Every Quote Three Times

Follow Up on Every Quote Three Times

THE TACTIC After you send a quote, put three follow-ups on your calendar right away: day 3, day 10 and day 21. Send each one unless the client answers first. You send a quote. The client seemed interested on the call. Then nothing. A week goes by, then two. You assume...
Decide Your Minimum Day

Decide Your Minimum Day

Every plan assumes a normal day. Then the client calls in a panic, the kid stays home sick, the laptop won’t update, and by 2 p.m. the to-do list is still sitting there untouched. Most people respond in one of two ways. They write the day off completely, or they...
The Third Time You Open It, Decide

The Third Time You Open It, Decide

You know the one. The email from a client asking something awkward. The form from your accountant. The proposal that’s 80 percent done. You open it, read it, feel a small knot in your stomach, and close it again. Later you open it again. Same thing. Each of...
Give Each Kind of Work Its Own Place

Give Each Kind of Work Its Own Place

When you work for yourself, one spot usually does everything. The same chair, the same screen, the same corner of the kitchen table hosts your hardest thinking, your invoices, your email, your social media scrolling and your lunch. It’s efficient. It’s...