Upgrading to Windows 10

There was a Consultant's Corner question on GoSmallBiz.com about upgrading to Windows 10. I upgraded to Windows 10 after having Windows 8.1 and was glad to do it. Even still it was hard to get used to at first.

The good news is it is a mix of Win 8 and Win 10. You're not forced to have the tiles all the time and you get back the old Start button from Win 7. In fact, while searching for a photo to use for this post, I see that there are many configurations you can have for your Start button. I just have to figure out how to do it.

It doesn't seem any slower or faster for me. I know it will slow down as I add more stuff.

I don't think I like the idea of a Windows app store yet. Not sure what the purpose is other than having a clearinghouse for Windows software developers as well as having a way of verifying software added to the operating system.

I am having trouble with getting the taskbar to hide. So, now, I have to keep it on all of the time and lose a few pixels of space at the bottom. Most people I know have it this way. I don't like it.

Otherwise, it's business as usual in the world of Windows.

6 Debt Collection Mistakes to Avoid

From the LegalShield Small Business News newsletter:

It is vital to secure your interests with policies, contracts and systems that protect your ability to collect debt. By avoiding these common mistakes you may decrease the need for collections and improve your collection efforts should they be necessary. If you need assistance collecting a debt call your LegalShield provider law firm.

1. “We didn’t have a payment policy or written contract.” – Handshake deals and verbal agreements are difficult to legally enforce. It is essential to have a signed contract for any product or services for which payment will be made at a later date. Your contract or agreement should include a uniform payment policy. Your policy should include exact due dates or a timeline for payment, the name of the individual or business responsible, accepted forms of payment and any potential fees or interest for delinquent payment.  (Kelly edit for members: Use your provider law firm to review your contracts without worrying about being billed for it.)
   
   
2. “Our accounting records are a disaster.” – Accurate and detailed records will help you quickly identify and deal with delinquent accounts. Your customers and clients should know exactly where their account stands. Provide itemized invoices that include a specific due date for payment. If an account is delinquent, include the total amount owed, the number of days past due, the original due date and any late fees or interest owed. ((Kelly edit for members:: For accounting questions, write to the business consultants - no charge.)
   
   
3. "We waited because we didn't want to upset the customer." – If a 
customer's account becomes past due consider placing an immediate hold 
on the account and contact the customer. The longer a customer's account is delinquent and the more debt they accrue the more difficult
 collection becomes. Always remain professional and courteous but you may 
choose not to provide additional services or products until payment is
 made.
   
   
4. “We don’t have any documentation but I remember talking to the customer.” – Good accounting practices will insure you retain copies of bills and invoices. You must also document your collection efforts. Your records should include letters and emails, as well as the dates and times of any phone calls or meetings. This information will be extremely important if legal action is necessary.
   
   
5. “I was so mad I couldn’t stay calm.” – Remain professional and friendly during each interaction with delinquent customers. It is illegal to threaten, harass or intimidate customers who are unable to make payment. Never threaten an action you are not willing or legally allowed to make. Making the issue personal or becoming aggressive will hurt your chances of successfully collecting the debt and could land you in legal trouble.
   
   
6. “I didn’t really think the attorney could help.” – Utilize your LegalShield membership. Call your provider law firm for assistance with collection matters. Your attorney can help you understand the law, draft a collection letter on your behalf, review your contracts and answer other legal questions you may have. If a collection letter does not resolve the matter, your provider law firm will advise you on additional legal remedies available to your business.

Create an Amazing Employee Handbook Your Employees Will Actually Use

From the LegalShield Small Business newsletter:

If you have employees, you need an employee handbook. Employee handbooks are notoriously boring and difficult to read, which defeats their primary purpose to inform your employees of your expectations and the laws and best practices that govern your business. A well-written handbook will help you establish a better relationship with your employees. The following information will help you develop an employee handbook that your employees will actually use.

• Your handbook should be easy to read. The fact is, many employees will never read the whole handbook and even those who do will not remember everything. You are not writing an epic novel; your employee handbook is a reference tool and should be designed as such. Separate the book into sections, use tabs to separate the sections and make the first page an index so employees can quickly locate the topics they need. Bullet points and headers within sections also help add clarity. Use short simple sentences. Do not repeat information.
  
  
• You do not have to start your handbook from scratch, but you will need to make it your own. There are a number of templates and tools available online that will give you the basic structure of an employee handbook. These may be a useful starting point, but simply adopting a free template without editing or reviewing it to meet the needs of your specific business is dangerous. Unfortunately, there is no one-size-fits-all handbook. Time spent developing your handbook is well spent.
  
  
• Your handbook should cover the following topics:
  
  
• Anti-Discrimination and Harassment Policies – You are responsible for complying with state and federal laws prohibiting discrimination. Your handbook should clearly define your policies. Make sure employees know that harassment and discrimination in the workplace are unacceptable and where to report violations (including those against an owner or manager). Taking accusations of discrimination or harassment seriously and following your written policies will help protect you and your business from potential liability.
• Hiring – Your hiring policies may include rules on employee referrals, nepotism, posting open positions, internal hiring, new employee probationary periods and employee classifications.
• Wages and Benefits – Include pay dates, timekeeping, an explanation of mandatory and voluntary deductions, overtime, bonuses, performance reviews and increases. You should include a list of employee benefits and eligibility requirements.
• Work Schedule & Leave Policies – Clearly define work hours, breaks and scheduling, as well as vacation and time away from work policies.
• Conduct – This section should include dress code requirements and general conduct during employment. If your industry has specific regulations for conduct make sure you include those requirements in this section as well. For example, the food service industry has standards for handling food, such as washing hands, wearing gloves and covering hair; these kinds of requirements should be included in your handbook.
• Discipline and Termination – Setting a consistent standard of employee discipline is vital. Employees should understand potential disciplinary actions such as verbal warnings, written warnings, probation and termination.
• Safety and Security – You should include information on compliance with Occupational Safety and Health Administration (OSHA) requirements. Visit the OSHA website to learn more. Security information should include details on the proper procedures for securing workspaces and sensitive information. Also, be sure to include your inclement weather and emergency closing procedures.
• Technology Policies – Computers are an integral component of nearly every business. Your technology policy should include acceptable uses of company equipment and proper security procedures. Learn more by reading our article 7 Cyber Security Tips for Small Business Owners.
• Confidentiality – If you require employees to sign non-disclosure agreements or conflict of interest statements, it is important to include that information and copies of those forms in your handbook. Also include requirements for confidentiality related to client data, particularly financial information and personally identifiable information.
  
  
• Make sure your handbook complies with the law. Federal and local laws regulate wage and hour, health and safety, discrimination and many other portions of your handbook. Local laws and industry regulations vary greatly. It is vital that the information in your handbook conforms to the law and meets the specific needs of your business. Call your LegalShield provider law firm and have an attorney review your handbook for legal compliance.
  
  
• Periodically review your handbook and make changes when needed. In business, you will learn many lessons the hard way and updating your handbook may help you avoid learning those lessons twice. Review and if necessary revise your handbook each year. Discuss changes in the law with your LegalShield attorney and revise your handbook accordingly. Be sure to provide your employees with updated information when revisions are made.

Get Customers For Life: Make Your Customer Service Exceptional

Everybody has a level of customer service they expect themselves and their employees to perform. Most of the time it is the basics. Smile and go the extra mile.

But when you offer exceptional service and take it to the next level, you will be able to overcome many obstacles that may occur with that customer or someone they know.

In this article by Shep Hyken on GoSmallBiz.com, I read about a $49 a night hotel in Iowa that gave the author a bottle of water and a basket with large sized candy bars (unless they were high percentage dark chocolate, I would have to turn it down). That's something big expensive hotels do. What do you think that will do for getting customers to return?

And while I was writing this post, I received a personal phone call from the lead singer of a local ska band I follow, The Evokatones, to remind me that their new album released today.

Colleen Curran thanked me for being a fan and attending their shows. If there was any doubt about my loyalty to this band, it is now erased and our friendship double sealed!

The thing is, these gestures don't cost a lot. If you do things like this for your business, what kind of return on investment would you receive?

So, if you want to stand out from your competitors, go beyond what everyone else is doing. Be special and make your clients feel special.

Handling An Upset Customer? Step 1: Get Upset With Them

Matching emotions?

Whaaaat? When we have an upset customer, aren't we supposed to be calm to help calm them down? That is not the advice given in a recent email I received from experts in human behavior.

Shelle Rose Charvet, an expert in Neuro-Linguistic Psychology (NLP) and author of The Customer Is Bothering Me: How to Change Attitudes, Improve Results and Grow Your Bottom Line, says the first of four things we should do is match the emotion of the customer to gain instant rapport with them.

This way, they will feel like you understand them. And from there you can lead them to a calmer state.

Once you have that connection, Charvet says that the next step is to find out exactly what they need and offer a couple of solutions. The second part is very important.

Most people's first instinct is to ask, "What can I do to make it right/better?" When you do that, you risk them becoming angry again. Also, two solutions gives them choices. It empowers them.

Third, remember the saying, "I'm sorry", isn't enough. You have to really make amends.

Lastly, Charvet says "Nourish the relaionship for the future." Let them know that next time they deal with your small business, they will be taken care of properly.

I am also certified in NLP. If you would like to know how NLP can help your small business as well as your personal development, send and email to me at getunstuckfast@gmail.com.

Lawsuits Come From Unexpected Places To Destroy Your Small Business

Ok. This may not happen on your website or Facebook page. Your business isn't like this. That doesn't mean a lawsuit can't come from an unexpected source. And it can ruin your business if you aren't prepared,

So, according to this small business article on Small Business Trends blog, a woman sued the owner of a website for something that a reader placed in the comments. The site is called The Dirty and it is owned by Nik Ritchie. So you can get an idea of where this is going.

This was bound to happen with a business model where mock and ridicule of others are the weapons. And not much effort given to help those that have fallen. You reap what you sow...usually.

But that doesn't mean the same thing can't happen to your business. Sometimes weeds grow in your garden. As seen in this case, all it takes is one customer to "slip and fall" on your web page.

One solution would be to moderate your comments. Some of you don't want to be control freaks but after something like this, it is safer to do this.

Also, talk to your attorney to make sure that your web pages are not a liability to your small business. It seems it is not only what you say that can obligate your firm. Others can say things that hurt you too.

How Your Business Decisions Are Like A Flight Plan

When a plane takes off, the pilot knows the destination. They've mapped out how to get there. But there are things along the way that he can anticipate but won't know for sure. Like the exact wind speed and direction. They are unpredictable. Adjustments must be made in flight.

Thunderstorms can pop up that they may have to avoid. Some weather may force the plane to land prematurely. Usually, the flight still reaches its final destination although maybe not at the time that was planned.

Your business is the same. You make decisions about the destination of your business and the path in which to get there. There are many things that can get in your way.

Now the success rate for businesses compared to airline flights isn't nearly as good. But if you persevere, you can reach your destination.

The decisions you make today about your business will not all be accepted by the future you. And that's normal. Because all of the experience from those decisions you make now, will inevitably change who you are. So, what you did 10 years ago doesn't have the same value today.

Don't beat yourself up about decisions you make today. Acknowledge that you or the situation always changes and just make the next decision.