What do you do with a client who keeps breaking their promises? It’s certainly not an easy problem to solve. And, even more difficult when you come to the realization you’re a bigger part of the issue than you originally thought. As is the case with so many complicated circumstances, you probably share a good amount of fault. That isn’t to excuse the promise-breaker. But, it does serve as a reminder that it takes two people to take responsibility. About Promise-Breaking Clients It’s a more common phenomenon that you might believe. Not that it’s justified or even reasonably expected. However, clients have many reasons why — yes, some are excuses — for not following through with their word. It could be something beyond their control. Or, just a change of heart (and perhaps, circumstances). It’s an old rule of life that we teach people how to treat us. Yet often we can struggle when it comes to managing accountability and calling people on broken promises. It just feels like less stress to say nothing; even to just do it ourselves. But here’s the deal: when you decide not to call someone on their broken promise and ill-managed commitment, you’re, albeit inadvertently, being part of the problem. —Forbes.com Regardless of how often it happens, it does happen. So, that’s something you should be prepared for, because eventually, you’ll run into it. Usually, it’s not out of malice or selfishness, but rather, unrealistic expectations. When it does happen, you should know how to respond. How to Deal with a Client Who Keeps Breaking their Promises There’s an old saying in the real estate sales industry, “Buyers are liars.” It comes from a modicum of truth, but is obviously more of an exaggeration. Although, it does point out how people tend to embellish or overstate their resources and intentions. If you have a client who doesn’t always follow through on his or her promises, try these suggestions: Remind them. The first time won’t be the last. So, let him or her know what you expected and that you’ll expect them to deliver in the future. You don’t have to be rude, just stern but kind. If you show you’re willing to call them out, he or she will be less likely to do the same again. Don’t make up for them. It’s tempting to pick up the slack yourself but that rewards their behavior by avoiding consequences. After all, you value your reputation and take pride in your work. So, you make up for the short fall. But, this will only backfire. You’re only teaching him or her you’re always there to make things right. So, they don’t have to worry about it. That will only lead to more trouble. Don’t stay vulnerable. This is the most difficult, though it’s sometimes unavoidable. If it happens more than once and you don’t say anything, expect it to keep happening. Conversely, if you let them know you’re not going to tolerate his or her behavior, you can help break the cycle. What other suggestions do you have for dealing with a client who breaks their promises? Please share your thoughts and experiences by commenting! Interested in learning more about business? Then just visit Waters Business Consulting Group.

Tips for Holding Employees Accountable without Being Rude or Micromanaging Them Holding employees accountable is a vital aspect of effective leadership. However, finding the balance between accountability and maintaining a positive work environment can be challenging. Micromanaging or being rude can lead to demotivated employees and a toxic workplace. How Small Business Owners Can Effectively Hold Their Employees Accountable Again, holding employees accountable is an important part of being an owner or manager. It helps to ensure that employees are meeting expectations and that the team is on track to achieve its goals. Still, it is essential to hold employees accountable in a way that is respectful and does not micromanage them. Here are some tips for holding employees accountable without being rude or micromanaging them: Set clear expectations. Establish clear, specific, and measurable goals for each employee. When expectations are transparent, employees understand what is required of them, making it easier to hold them accountable. Discuss these expectations openly during meetings or performance reviews. Encourage ownership. Encourage employees to take ownership of their tasks and projects. When employees feel a sense of ownership, they are more likely to hold themselves accountable. Foster an environment where employees feel responsible for their work, and acknowledge their achievements and responsibilities. Communicate effectively. Open and honest communication is key. Provide regular feedback, both positive and constructive. Clearly communicate the impact of their work on the organization, emphasizing the importance of accountability for overall success. Listen actively to their concerns and be receptive to their feedback. Implement Key Performance Indicators (KPIs). Establish specific Key Performance Indicators (KPIs) that align with organizational objectives. Regularly monitor these KPIs and discuss progress with employees. This data-driven approach makes it easier to objectively assess performance and hold employees accountable for their results. Provide adequate resources. Ensure employees have the necessary resources, tools, and training to fulfill their responsibilities because a lack of resources can lead to unmet expectations. Regularly assess their needs and address any gaps promptly. Adequate resources empower employees to be accountable for their tasks. Encourage problem-solving. When issues arise, encourage employees to participate in problem-solving. Instead of imposing solutions, involve them in finding resolutions. This collaborative approach fosters accountability as employees take responsibility for implementing the solutions they propose. Recognize and reward accountability. Acknowledge and appreciate employees who demonstrate accountability. Publicly recognize their achievements and efforts. Rewards, both monetary and non-monetary, can motivate employees to maintain their accountable behavior. Celebrating accountability creates a positive reinforcement loop within the workplace. Lead by example. Leadership sets the tone for the entire organization. Demonstrate accountability in your actions and decisions. When employees see leaders taking responsibility, they are more likely to follow suit. Be transparent about your own challenges and how you overcome them, emphasizing the importance of accountability. Foster a supportive environment. Create a supportive work environment where employees feel comfortable asking for help or clarification. Encourage teamwork and collaboration. When employees feel supported, they are more likely to be accountable, knowing they can seek assistance when needed. Lastly, be sure to address accountability lapses, but do so professionally. If an employee consistently fails to meet expectations, address the issue professionally and respectfully. Schedule a private meeting to discuss concerns, providing specific examples of their behavior. Offer support and resources to help them improve. Approach the situation with empathy, understanding that everyone faces challenges. Right now, you can get John Waters’ latest book for FREE! (Currently selling for $19.95 on Amazon). This inspiring book titled “Profit by Design: The Blueprint to Successfully Scale Your Business and Regain Your Freedom” is a must-read for business owners who want to do just that! Request your FREE copy in any of the following ways: Phone 602-435-5474 Visit Waters Business Consulting Group Send a quick email: Steve@WatersBusinessConsulting.com

Covid isn’t over. In fact, the virus is probably here to stay for a long, long time, perhaps forever as endemic. But, the worst is likely well behind us. However, some small business owners are using the pandemic as an excuse and customers aren’t buying it. This is because consumers are well aware of what’s really going on and do not take kindly to such unbelievable explanations. So, it’s time for small business owners to stop using Covid as an excuse. Now, let’s take a look at why it’s so damaging. Excuses are Bad for Business Small business owners have a lot on their plate. They are responsible for wearing many hats and often have to do everything themselves. This can lead to some owners making excuses to their customers when things don’t go as planned. While it may be tempting to do this, it’s important to remember that there are many consequences for doing so. This is because there are compelling reasons why small business owners should never make excuses to their customers. Business experts wince at pandemic excuses because, well, they’re excuses, which are not the bailiwick of successful entrepreneurs—who are, by definition, problem solvers. Although tossing off a Covid excuse may seem benign, it creates a messaging problem because it’s likely deceitful: Customers are now savvy to the fact that supply chain, safety, and staffing challenges are well-established market conditions—not sudden pandemic blows. —Bloomberg Business Remember, customers will accept difficulties for what they are. They understand some situations are simply beyond a small business’ control. But, when others in the industry are moving forward, meeting their customers’ needs, it becomes dangerous for entrepreneurs to make excuses. Why Small Business Owners Shouldn’t make Excuses to their Customers Covid has become the proverbial “dog ate the homework” excuse. Sure, it is possible, but it’s also growingly becoming improbable. In other words, sure, the pandemic and shutdown may have lingering effects. But, to apply it capriciously is just a bad business practice. Some of the reasons why small business owners should never make excuses to their customers include: It harms credibility. When a small business owner makes an excuse to a customer, they are essentially saying that they are not capable of handling the situation. This can cause the customer to lose faith in the small business and may never use their services again. Businesses can suffer a bad name. If a small business is known for making excuses to their customers, it will not be long before word gets out. Customers will start to avoid doing business with them because they know that they will not be able to count on them to deliver what they promise. It makes owners appear ineffective. When a small business owner makes excuses to their customers, it makes them look like they are not in control of their business. This can lead to the customer questioning the owner’s ability to run their business and may cause them to take their business elsewhere. Customers may never return. If a small business owner regularly makes excuses to their customers, it is only a matter of time before they start losing them. Once a customer has had enough of being lied to, they will take their business to competitors who deliver and may never come back. As you can see, there are many reasons why small business owners should never make excuses to their customers. While it may be tempting to do so in the moment, it is important to remember that the consequences can be very severe. If you are a small business owner, do your best to always be honest with your customers and never make excuses for your mistakes. Your business will be better off in the long run. Do you have any tips for small business owners on how to avoid making excuses to their customers? Please, take a moment to share your thoughts and experiences so others can benefit from your input! Interested in learning more about business? Then just visit Waters Business Consulting Group.