In the old days, the difference between an apprentice and a
craftsman was obvious. All you had to do was watch the way
they handled their tools and you could see the skill and
care a craftsman brought to his or her work.
Today, that is still surprisingly true.
At the professional level, it can be very difficult to tell
a competent accountant or attorney from a lazy one (until
it's too late), but we all notice certain things
immediately. Here are my suggestions for basic skills that
every professional needs in order to be successful:
1. Great phone skills. Answer your own phone whenever
possible. Sure, it flies in the face of delegating that
responsibility, but there is something very classy about
giving your clients direct access. If you can't (or don't
wish to) answer yourself, at the very least, have a live
human do it for you. Never make it difficult for people
(especially established clients) to communicate with you.
2. Treat every email with respect. Personally, I hate
email that is unsigned (it's like not signing a letter) or
that is terse, rude or abrupt. Take a second to say hello,
remind the reader of the context or earlier discussion,
make your point, then sign your email. It only takes a
moment and it's very classy.
3. A personal follow-up system. I take notes on 3x5
cards, while many of my colleagues use a PDA or similar
tool. A friend uses small, pocket-sized notebooks and
keeps them, going back over 10 years, in case she needs an
old name or phone number. Find a system and track the
details!
4. A way to list and review your most important monthly,
weekly and daily projects. Use a wall poster, calendar or
notes on your computer, but remind yourself to focus on
"first things first". It makes all the difference!
Over the long run, success is in the details. It truly is
"the little things" that count. People remember when we
return phone calls, they notice polite and thoughtful
emails - and they notice when we neglect these "details".
Style and class are extremely attractive! Practice the
little things. They matter.
craftsman was obvious. All you had to do was watch the way
they handled their tools and you could see the skill and
care a craftsman brought to his or her work.
Today, that is still surprisingly true.
At the professional level, it can be very difficult to tell
a competent accountant or attorney from a lazy one (until
it's too late), but we all notice certain things
immediately. Here are my suggestions for basic skills that
every professional needs in order to be successful:
1. Great phone skills. Answer your own phone whenever
possible. Sure, it flies in the face of delegating that
responsibility, but there is something very classy about
giving your clients direct access. If you can't (or don't
wish to) answer yourself, at the very least, have a live
human do it for you. Never make it difficult for people
(especially established clients) to communicate with you.
2. Treat every email with respect. Personally, I hate
email that is unsigned (it's like not signing a letter) or
that is terse, rude or abrupt. Take a second to say hello,
remind the reader of the context or earlier discussion,
make your point, then sign your email. It only takes a
moment and it's very classy.
3. A personal follow-up system. I take notes on 3x5
cards, while many of my colleagues use a PDA or similar
tool. A friend uses small, pocket-sized notebooks and
keeps them, going back over 10 years, in case she needs an
old name or phone number. Find a system and track the
details!
4. A way to list and review your most important monthly,
weekly and daily projects. Use a wall poster, calendar or
notes on your computer, but remind yourself to focus on
"first things first". It makes all the difference!
Over the long run, success is in the details. It truly is
"the little things" that count. People remember when we
return phone calls, they notice polite and thoughtful
emails - and they notice when we neglect these "details".
Style and class are extremely attractive! Practice the
little things. They matter.
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