Communications Disconnect
It’s interesting times for clear directions.
I’m going to preface this discussion with I wouldn’t want to be making Covid decisions for the masses & imparting them. I have the utmost empathy and admiration for anyone trying to keep us safe from our silly selves. And I am more than happy to follow whatever directives I can figure out - I’ll do my part willingly.
But I am growing weary of the weird, contradictory messaging that comes not just from different governing bodies, but from the same ones.
Right now I would like to head back to Canada from Florida for a quick visit but I’m in an unusual state of limbo. I have quite a few friends in the same predicament.
If we test positive for Covid here in the USA we can’t enter Canada until 11 days after our test and then we are free to come and go from our fine country - with no testing or isolation for the next 180 days
If we test positive for Covid while in Canada we can release ourselves from quarantine in 5 days
Why the difference? I’ve tried to find out, I’m happy to have a reasonable explanation for this.
The whole mask thing is astounding. I wear one whenever possible, it feels like a show of solidarity for all the workers who have to wear one as part of their employment, in addition to helping stem the tide of Oh-Mee-Krahn.
But right now the urging to only wear an N95 - which I can’t get - yet there isn’t a mask mandate at all here in Florida
So the mask that isn’t mandated must be an N95?
For businesses who have mandated masks, I think the communication goes like this “wear a mask”. Period end stop.
This means the masks are often worn at half-mask - below the nose or chin.
And in the you-gotta-be-kidding-me message dept we have this little beauty.
The intention is great, but it’s Florida. There isn’t a basement to be found in this State, so why is this the first suggestion? Is it not possible to have weather alerts tailored to specific regions?
Don’t run your business like this!
Sadly, I know many people who communicate to their team and clients exactly like this.
Mixed messages
Incomplete instructions
No reasoning behind the messages to create engagement
No messaging at all - actually sometimes this may be better than 1 or 2…
But how do you create clear funnels of information that create respectful, harmonious relationships?
What are some key communications that need to go out?
Tell people how you want to be contacted
What your tech is - email, PM portal, Slack, social media messaging, telephone…
What your hours are - 10 - 4, M-F
What your response times are - 24 hours, email is checked 3 times/day…
Tell people how you want to share - first, you need to define what is secure vs non-secure
What is your tech for secure/non secure
How to access it
How to bookmark your links
Tell people what work timelines look like
When you need things from them
When you will turn work around for them
One of the best ways to engage your clients & team in your collaboration methods is to tell them the whys.
“I only check email 3 times a day so I can focus on getting my work done, some of which is your work.”
My Dad had a saying. “It’s an arbitrary management decision”. It was kind of amusing and okay for a parent in the 70’s to use but it shouldn’t be the position of businesses now.
Now you need to get the message out.
Client Guidebook - I sell the template that Rinette Legace, Author of The Courageous Entrepreneur, branded hers from (see 25% off code below)
Email signatures - this is a great place for your hours and a link to your scheduler
Add links to your messages for uploads and other actionables - “make it easy so it gets done.
Website pages - no judging my site, it’s good enough - for now
Don’t make your clients and team guess about things, set their own standards - or worse, have them afraid to contact/share/engage with you because they don’t know how to.
How about a free Managing Client Expectations worksheet?
Use this resource to outline your boundaries so you can begin to craft communications to share with your clients.
Or how about a 25% discount on my client communication templates?
Sociable
- said in your head in a loud sing-songy voice
This week was all about podcasts for me so I’m sharing a few I hope are of interest to you.
Heather Smith & I chatted about App Advisory ::Shameless plug::
And I found this interesting read on holding a grudge, which is not to be confused with harbouring resentment.
An article like this would usually be out of my purview - I’m a big believer in calling only the positive into my world - but in the end, thought-provoking for me.
From the Freshbooks Blog, here is an article to supercharge your workflow.
Join Your Peers Here
I am really looking forward to a panel discussion with two lively APIAs, Nayo Carter and Sean Duffy. Rewind and Practice Ignition are hosting this discussion on Enhancing Your Client Onboarding Experience. Talk about a hot topic.
February 3rd, 2022
1:00 - 2:00 PM EST
What’s Cooking?
Bourbon Balls, thank you to Sheri Radler for her Grandmother’s recipe
1 (12-oz.) package vanilla wafers, finely crushed
2 tablespoons cocoa
1 ½ ozs bourbon
1 cup chopped pecans
4 tablespoons dark corn syrup
Confectioners’ sugar
In a large bowl pulverize vanilla wafers. In a separate bowl, combine cocoa, pecans and syrup. Blend in wafers, add bourbon. Form mixture into small balls and then roll them in confectioners’ sugar.
Yield: about 2 dozen
Buon appetito (or whatever language salutation is appropriate)
Confusedly yours (for now), Kellie :-}
PS: Engagement contracts are a stellar way to communicate boundaries, set expectations and create right-outta-the-gate harmonious relationships!
PPS: One of the biggest astonishments for me through Covid has been the dichotomy of my Ontario life and my Florida life. Full lockdown at home in Ontario - by full I mean complete and utter lockdown right now. And here in Florida, the #SeniorsMoshPits are in full swing - as in packed to the rafters. I‘m not judging either system as right or wrong, Covid is a full-blown FusterCluck and a no-win for the communicators, but it has been interesting living the opposing political choices.
