How to Deliver Technical Support that Delights the End User, Part Two

In part two of my series on delighting the end user, we'll
talk about how to provide dependable and reliable service.

Users say they want dependable and reliable service when
they contact the help desk. How can you ensure they say
you do that? In this article, I'll show you several simple
and practical techniques for providing dependable and
reliable service to your end users.

Dependable and reliable service means providing
consistently accurate answers and follow-through on your
promises. Your end users should consistently get the
courteous, pleasant and knowledgeable service every time
they contact the Help Desk. Under Promise and Over
Deliver-To accomplish dependable and reliable service,
consider adopting the motto "Under-promise; over-deliver."
This familiar guideline reminds you to set expectations
with your users at a reasonable level, but one at which you
can consistently exceed their expectations. That means
giving yourself and your co-workers a cushion when
fulfilling promises to users. For example, if you need to
research a problem for a user, and you think you can call
them back in two hours, discipline yourself to tell the
user that you will get back to them in, for example, four
hours. This helps you account for those unexpected
emergencies that might come up, yet still meet your user's
expectations. Some of the airlines are using this technique
in establishing their schedules. They know, for example,
that under ideal conditions, a particular flight will take
two hours. They schedule the flight, however, for two
hours and fifteen minutes. That allows them to arrive on
time, even when they leave a few minutes late. It's about
planning for the unplanned. Using this technique, your
users will be wowed, and you will maintain your sanity (and
build a great reputation!).

Keep Your Emotions under Control-This means that you don't
let things get to you. Your users know that whenever they
call, you'll always be level-headed and ready to help solve
their problem. Sure, life has its ups and downs, but your
users don't need to know about your life's ups and downs.
Keep it professional and stay level-headed; let your users
grow to expect consistency every time they call. The same
concept applies when you're not feeling well or in pain.
No one wants to hear about someone else's aches and pains,
especially not your users. Put on your game face and wow
them with your service. If you're too sick or in too much
pain to put on your game face, why are you at work? (And,
while we're on the subject, when you're sick with something
contagious, stay home. Your colleagues at the office will
appreciate you for helping keep the work area healthy and
disease free.)

Always Do What You Say You'll Do-When you tell a user that
you'll get back to her in 24 hours, get back to her in 24
hours (or less). Sometimes, things don't happen the way
you expect: Shipments don't arrive, your sources of
information don't get back to you, an office is closed, and
so forth. Most people understand that things like that
happen; they don't, however, understand that you didn't
call them back when you said you would. Even when you
don't have new information, call the user back when you say
you will or stop by his office when you say you will. The
fact that you uphold your word, even on the most seemingly
inconsequential things, will speak volumes to your
colleagues about your character and the kind of person you
are. How you handle the little things tells your bosses,
customers, and colleagues how you'll handle the big things.
Similar to the concept of under-promise and over-deliver,
this is the concept of "promise little; do much".

Dependable and reliable service is about consistency; it's
letting your users grow to expect outstanding service every
time they request help. Day-in and day-out, you
consistently deliver service that delights. If fact,
you're so consistent in delighting your users that they
take you for granted. And that's a good thing!

In part three of this series, I'll give you several ways to
ensure that your end users say you're responsive to their
needs.

----------------------------------------------------
Don R. Crawley is president/chief technologist at
soundtraining.net (http://www.soundtraining.net), the
Seattle firm specializing in business skills and technical
training for IT professionals. He works with I.T. pros to
enhance their work, lives, and careers. For Don's article,
"Ten Ways to Delight Your End-User", visit
http://www.soundtraining.net/onlinestore/items/item241.html

5 Tips to Help You Find a Healthy Balance Between Your Business and Your Family Life

As an entrepreneur, your life can be hectic at best. Your
business is the realization of a dream. Your hard work and
persistence have come to life in the form of your business.
Working for yourself is many people's fantasy and it
should bring you great satisfaction to know that you now
only answer to you. This is all you've ever wanted, so you
must be happy.

Ask yourself this: what was your ultimate goal in starting
your business? You may respond that you wanted to achieve
independence from bosses, to have unlimited income
potential or to set your own hours. All of these answers
basically mean one thing; you went into business for
yourself with the ultimate goal of being happy. But,
spending hour upon hour on your business is not going to
make for a happy family life. Finding a healthy balance
between your business and your family life can be extremely
challenging, but it is essential in order to realize your
ultimate goal of happiness. How do you find time for
family when your business occupies so much of your day.
The following are some tips to help you to achieve the ever
elusive goal of achieving a healthy balance:

1. Create a schedule. Schedule your work time as well as
your family time. Keep a calendar or agenda with this
schedule and stick to it. If you are feeling overwhelmed
and think that just a bit more work time will help, think
again. At the end of a long work day, you are in all
probability feeling tired and frustrated. Taking a look at
things with fresh eyes the next morning will help you to
complete the job properly. Time away from the task will
help to rejuvenate you.

2. Prioritize. Your family is your number one priority,
and don't forget it. When making your schedule, always
plan family time first and include some fun ideas in the
schedule. After a long workday, you may be too tired to
think of fun things to do, and might just end up in front
of the T.V. This is not quality family time. Adding fun
items to your schedule in advance will help you to follow
through with your plans. Schedule a trip to the park, an
evening at the kid's favorite restaurant, or just playing
ball in the backyard. Don't forget to schedule some time
alone with your spouse. A weekly date night will do
wonders for your relationship. Even if it's just enjoying
a rented movie and popcorn after the kids are in bed.
Anything will do as long as it's not already a part of your
normal routine.

3. Be sure to have some time left for yourself. This is
often the most difficult time to schedule. How could you
possibly find time for you with all that you have already
done in the day? On work days, this could be as simple as
a 15 minute bubble bath or curling up with a good book
before bed. On your days off, take a walk for an hour, or
go on a bike ride. Be sure to allow your spouse the same.
He or she needs time alone time as well.

4. Make to-do lists. In order to make the most of your
workday, make lists and cross things off as you accomplish
them. Being a busy entrepreneur, it may sometimes seem as
though you don't have enough time in a day to allocate to
all the jobs you have to do. You will be amazed at how
such a simple thing as making a to-do list will keep you on
track. Once you have crossed off most of the tasks on your
list you will feel proud of all that you have accomplished
in the day. Remember though, if you are not finished your
list at the end of your scheduled workday, those leftover
tasks will have to go on tomorrow's list.

5. Learn to delegate. You may find it difficult to let go
of even some of the smallest tasks. Your business is the
realization of your dream. How could you possibly leave
any part of it in someone else's hands? If you don't want
your business to run your life, you will have to learn to
let go of some duties. Start with delegating little tasks
and build from there. Once you have built up enough trust
in the person you are delegating to, you can start
delegating a little more. If you have employees, use them,
that is what they are there for. If you don't have the
resources to hire an employee, you can still delegate by
using contractors, such as Accountants, Bookkeepers and/or
Virtual Assistants. All of these will cost you less than
an employee and will work from their own offices, so you
don't have to provide them with a work space. Delegating
will go a long way in allowing you to work more
efficiently. It can also give you more time for family.
In fact, delegating chores in your house-hold will
accomplish the same. Hire a house-keeper to come in once
every few weeks, or hire someone to mow your lawn or plow
your driveway in the winter. If these are not viable
options, get your family to help. The more helping hands,
the faster the chores get done, the more time you will have
for the fun stuff.

Remember you need to work on your family in order to make
it a success just as you do your business. Achieving a
healthy balance is not easy, but once you do, the rewards
will out-weigh any of the hard work you put into it.

----------------------------------------------------
Kelly Sims is a Virtual Assistant and President of
Virtually There VA Services. She is dedicated to making
the lives of small business entrepreneurs easier. For more
information, visit her website at =>

http://www.virtuallythereva.com .

How to Be a Marketing Warrior, Not a Marketing Wimp

Last summer, I attended a remarkable five-day training
known as the Enlightened Warrior Training Camp at which I
learned eight essential attitudes of warriors-those who
will stop at nothing to achieve the cherished, fulfilling
life they want for themselves.

These warrior attitudes are adaptable to almost anything:
finances, relationships, depression and much more. I find
them particularly useful when applied to marketing for
solo-entrepreneurs, professionals in private practice and
small business owners.

First take this little quiz:

T/F 1. Marketing is hard, and I don't really know what
works best for me, so I tend not to do much.

T/F 2. I know what I should be doing, from a marketing
perspective (I've got a list a mile long!), but I just
can't find the time to do it.

T/F 3. I don't feel comfortable doing marketing tasks
(it always feels a little slimy), so I put off marketing
for as long as I can.

T/F 4. I tend to neglect follow-up calls, figuring that
people will call back when they're ready.

T/F 5. I resist doing a blog or writing articles on the
grounds that I don't have enough to say, or that I'm not a
good writer. (The old "not enough" belief that keeps many
of us from marketing ourselves.)

T/F 6. I'm too busy working IN my business to get around
to writing a newsletter (one of the all-time best ways to
market yourself), so I don't send one.

T/F 7. None of the marketing things I've tried have
worked, so I wonder why I should bother.

T/F 8. I'm not very technical. Consequently, I don't
have a well-functioning website that generates me regular
leads; it also keeps me from creating e-products that my
clients would find useful.

If you answered true to even three of the above statements,
I'm sorry to say it, but you are a marketing wimp.

Don't worry...you're in there with the best of us. We can
all find ways that we're being wimpy about our marketing.

So what does it take to go from marketing wimp to marketing
warrior? Here is my improvisation on the eight warrior
attitudes learned at Enlightened Warrior Camp (with credit
given to T. Harv Eker and Peak Potentials Training, who
developed them).

1. A marketing warrior acts in spite of fear. Marketing
warriors are not fearless, but they don't let fear stop
them. In the past, I've let "What if it doesn't work?" stop
me from trying new marketing strategies. Another common
fear among professionals with a private practice is: "What
will others think of me when I put myself out there?" What
are you afraid of when it comes to marketing? What's the
worst that could happen if it were true? What action can
you take in spite of those fears?

2. A marketing warrior is willing to do whatever it takes.
First, you have to ask yourself what that "whatever" is.
What will it take to market your business? What will it
take to learn what it will take to market your business?
What will it take to get a newsletter out to your
constituency every month? What will it take to make
follow-up calls to every single qualified lead within two
weeks? When you break it down, you can tackle it in smaller
pieces. And then just frickin' do it!

3. A marketing warrior does everything at 100%. How often
do we get distracted by little things or meander through a
morning without the 100% laser focus that's essential to
hot results? I know when I'm on a tight deadline, I can go
like the wind through tasks that might take four times as
long any other time. I've begun giving myself mini
deadlines to complete tasks (and celebrating when I
complete them on time!). What percentage of "full-on" do
you typically do your marketing tasks? How can you bring
that number up?

4. A marketing warrior is willing to do what's "hard." The
definition of "hard" differs from person to person. For
one, asking for referrals is unbearable; for another,
networking lunches are of the devil. Sometimes what's
"hard" is easily handled by someone else (as in our
newsletter and article services for therapists and
coaches); other times you have to tackle the hard stuff
yourself-or live with mediocre results.

5. A marketing warrior acts in spite of his/her mood. My
best trick to get to my marketing when I don't feel like it
is this: I repeat to myself, in a dramatic whine: "I don't
want to do marketing today. I don't feel like it. Today's
not the right day for this. It's too hard. I just don't
feel like it." And as I repeat this whiny "mantra," I'm
sitting down to my desk. I'm turning on the computer and
opening the file I need. I'm gathering the numbers to call,
etc. Pretty soon, I'm into the marketing project I need to
be doing. It works like a charm!

6. A marketing warrior is bigger than any obstacle. What is
your biggest obstacle? Is it that you don't know how to
market your practice? Is it money? Time? I guarantee you
that whatever the obstacle is, others have faced the same
obstacle and gotten around it somehow. Usually the obstacle
is mental chatter that says, "I can't" or "It's beyond me"
or "I'll fail."

7. A marketing warrior succeeds in spite of anything. If
you're determined to succeed in your marketing,
nothing-NOTHING-can stop you.

8. A marketing warrior never gives up. It's not that
deciding to be a marketing warrior means everything you
touch will instantly become gold. Marketing is all about
trial and error. If you stop at error, you'll never find
the gold.

These warrior attitudes are good to keep nearby, like taped
to your computer, for regular viewing. When put into
practice on a regular basis, they begin to form a
rock-solid foundation for your business.

----------------------------------------------------
Linda Puig is a newsletter marketing expert, a writer with
nearly 30 years' professional experience and president of
Claire Communications, which provides high-quality,
low-cost articles to busy professionals who don't have the
time or inclination to write articles.
http://www.articlesforsale.net

Negotiations: Increasing Your Effectiveness

Always start with a consideration for consideration offer:
a presentation of the minimum transfer conditions well
within your negotiating limits. Declare yourself up front.
'You have something I want and I have something you want. I
am a negotiator. Let's negotiate about the transfer
conditions.' For example, 'I would like for you to…. I
understand that it would be something that would change
things a little for you. I think that I have an offer that
will make it a comfortable thing for you, though. In
consideration of your…, I will….' Simply fill in your
consideration and my consideration: the minimum transfer
conditions. You have made me a consideration for
consideration offer and have done so in a way that lets me
know that you are a serious negotiator.

If I begin negotiating, all is well. I might say, 'I might
think about what you want from me; but what you're offering
is not enough for me to give you what you want, you will
need to….' I have made a counter offer and we are 'horse
trading' as the negotiators say. Suppose I say, 'No.' Are
the negotiations over? Being a good negotiator you
understand my saying 'No' as simply my first negotiation
offer. You say, 'That really surprises me. Under what
conditions would you…?' I will then probably make an
opening offer - present an initial set of transfer
conditions to you. If not, you simply learned that what you
want is - from my point of view - simply not negotiable.

The following tips have been found by good negotiators to
increase their negotiating effectiveness and increase the
extent to which they are respected as effective negotiators.

Stay relaxed and friendly.

Remember the 80-20 rule. Eighty percent of the movement -
progress - will be made in the last 20 percent of the time
available for negotiating. Knowing this makes it easier to
stay relaxed and much easier to be patient.

Keep your focus on the negotiations - the transfer
conditions. Skilled negotiators will try to distract you,
will talk about things unrelated to the negotiations, and
try to diffuse your focus. Through this process, keep your
internal focus, your mind's eye on the negotiations.

Ask for and suggest options. When suggesting options, raise
- only as possibilities - different mixes or combinations
of consideration. Here, it is important to take care to
always stay within your negotiating limits.

Always remember that you are negotiating and never simply
trying to get your own way. Your focus is on the transfer
conditions and includes your giving me something in
exchange for what you hope to get.

The following negotiating strategies appear subtle and not
easily seen from the point of view of the negotiation
novice. For a skilled negotiator like the one you are
becoming, though, they are easy to spot and are an
important part of your negotiating repertoire.

Use the first third of the available negotiating time
simply to get a feel for my interest. Importantly, you will
also determine what I want; but my interest represents how
I think I will be better off if we are able to successfully
complete our negotiations. 'Interest' is not what I want
but rather 'Why' I want it.

Once you have a feel for my interest, develop a priority
listing of that interest as you understand it. Put my most
important interest - my most important 'Why' at the top of
the list and then continue listing my interest in terms of
descending priority for me.

Acknowledge and facilitate my interest in the priority
order you have developed.

Based on your understanding of my interest, take time to
show me how I am going to be better off.

As you talk about the transfer conditions, be very clear.
Show me who, what, when, where, why, and - most importantly
- how.

Within any exchange - meeting transfer conditions - there
are some risks. If there were no risks to me including no
possibility of being less well off after I give you what
you want, I would probably simply give it to you. I would
understand that as doing you a favor and, if nothing else,
would expect that you might reciprocate at some point in
the future. When negotiating, there are always some risks.
Be up front with me and very specific about the risks. Show
me all of the risks. This will require that you think about
the situation from my point of view, from my perspective.
Good negotiators are superbly skilled with this aspect of
the process. From my point of view, what are the risks? It
is always better if you bring them up and define them
clearly for me than if I bring them up in the process.

As you interact with me, limit the amount of detail you
bring into the process, be very accurate, and always have
more detail available to expand on or back up anything you
say. Wait for me to request the additional detail, though.
If I do not request it, it is appropriate for you to
indicate that more detail is available if I would like to
have it. Let it go at this, though. (From a strategic point
of view, this puts you in the position of being the expert
who is teaching me.)

Show me how we will share the risks and responsibilities.
Remember that the person with whom you are negotiating will
be more comfortable if the risks and responsibilities are
shared as opposed to either you accepting all of the risk
or responsibility or the other person accepting all of the
risk or responsibility. From this perspective, the key is
to maintain each of us as equal participants in the process.

Always let me be the one to make the final decision. Even
if I may have made the last offer and you are prepared to
accept it say, 'I think you have made an offer I can
accept. I think we are about to a point where we can agree
to agree. What do you think?' Whenever possible, let me
make the final decision. Why? Because I will feel better,
feel more in control, and feel more comfortable with the
position into which you have gotten me.

Always credit me with having made a good decision. Say, 'I
feel like you have made a really good decision. I
appreciate the time you have spent talking with me about
this.' What if my decision was to simply stop negotiating
and not do what you wanted me to do? The response is the
same. 'I appreciate the time you have taken to talk with me
about this. All things considered, I think you have made a
good decision from your point of view. It did not turn out
quite the way I wanted it to turn out; but I respect the
decision you have made.' Why do this? You never know; you
may want to negotiate with me again. You have left our
relationship at a point where I feel good about you and
about negotiating with you again. Save your negative
feelings or reactions for a later time when you are by
yourself and can say anything you want to say. At the point
our negotiations stop, though, take care not to 'burn your
bridges behind you,' as they say.

----------------------------------------------------
This article is excerpted from The Frustration Factor from
Glenbridge Publishing. For more from Gary Crow, visit
http://www.LeadershipVillage.com
or http://www.LeadershipVillage.org

The Warning Signs of Career Disaster

Many of us have recurring dreams. Mine is that I'm driving
down the freeway and can't read the road signs until I've
missed an important exit. Fortunately, it's just a dream.
But many people have trouble reading signs-not road signs,
but career warning signs.

A career warning sign is any change that indicates possible
career disaster. While warning signs may vary according to
employment situations, there are four basic warning signs
to look for.

Warning Sign #1: Your industry is experiencing a downturn.

Telecommunications is a perfect example. A few years ago,
telecom was one of the fastest growing industries, with
positions available at all levels. The first negative
indicator was unmet earnings expectations. Those who paid
attention left the industry.

People who practice career management watch the growth
trends within their industry and know to leave ahead of the
crowd.

Warning Sign #2: Sales are down in your company.

While not everyone in an organization is involved with
sales, all jobs are affected by sales levels. When
revenues decrease, profits are held steady by cutting
costs, which often means cutting jobs. Protect yourself by
paying attention to your company's sales.

While not all employees are privy to sales numbers, there
are ways of finding pertinent financial information.
Public companies must publish financial statements. And
employees of non-public companies can also read the signs
of declining sales, like:

* Work load decline

* Boss suddenly concerned about small costs, like pens and
copy paper

* Sales manager was fired or sales department reorganized

Alert employees are sensitive to such indicators. They
keep their resume updated at all times and cultivate a
growing professional network for potential future job leads.

Warning Sign #3: Management changes.

Any management change has the potential to damage your
corporate position. Be watchful during:

* Mergers and acquisitions

* Successive short-term management (e.g., three bosses in
two years)

* Retirement or replacement of senior management

Wise employees listen closely to new-management rhetoric.
Is he making dramatic promises? Does he have a reputation
as a job cutter? The first announcement of new management
is the time to prepare your resume and cautiously explore
outside options.

Warning Sign #4: You've lost favor with your boss.

This is the sign that, for many, hits home first. If you
once held the enviable role as "company wonder boy," but
now your gut feelings are warning you that you could be
easily replaced, check for some of these objective
indicators:

* A less-than-exemplary performance review

* No performance-based salary increase

* Smaller than expected year-end bonus

* Your input is not requested at planning meetings

* Your suggestions are ignored

If you sense your position on the corporate totem pole is
falling, trust your gut. When jobs are at stake, yours
will be one of the first sacrificed. Prepare your new
career action plan.

These warning signs may seem obvious, but they are often
ignored by those who fear change. Rather than take action,
they lean on false hope that loyalty to the employer will
pay off in the end.

Those who practice career management never confuse company
loyalty with aversion to change. When career warning signs
appear on the horizon, read the signs clearly so that
you're ready for the next exit with a strong resume, career
action plan, and interview skills.

----------------------------------------------------
Deborah Walker, Certified Career Management Coach helps
job-seekers nationwide make critical career transitions
that allow continued upward career and income growth.
Visit Deb and find more career articles and sample resumes
at
http://www.AlphaAdvantage.com

How to Prevent Embezzlement in Your Practice

Recently, I had to fire an employee who had stolen money
from our office. She wasn't caught in the act, and I
wouldn't have missed the money. I only found out because
she had a guilty conscience. She had overspent her bank
account during Christmas, and had some personal financial
problems. When I found out and offered to advance her a
small loan on her salary-a bad idea which I rarely do-she
broke down and admitted to the theft. I appreciated her
honesty, but had to fire her immediately.

According to an article in the American Academy of Family
Physicians newsletter, "a recent study of community health
clinics found that more than 40 percent had experienced
some type of financial crime during the previous five
years." Not only that, this was supposedly underestimating
the problem, as it is frequently an unreported crime.
Fortunately, the article had six clear steps to help
prevent embezzlement:

1. Check candidates' references and job histories –
Supposedly, many embezzlers are repeat offenders, so a
thorough vetting of all applicants is suggested; if you
haven't got the HR department, you can always outsource
this step.

2. Review individual expenses – It's smart to have one
person order supplies, another to verify receipt, and a
third to sign the checks for payment; also occasionally
spot-check expenses to be certain they are legitimate; for
a larger practice it even makes sense to have two people
required for check signatures.

3. Prohibit pre-signed checks and signature stamps – At the
very least, every time you write a check, know exactly what
you are paying for.

4. Enforce job rotation and vacation policies – It is
suggested that employees take at least five consecutive
days off for vacation; having someone else who can step in
to do their job is good in case of emergencies, and a fresh
pair of eyes can usually spot any wrongdoing during
someone's absence.

5. Bonding employees – Employee bonds are insurance
policies that reimburse you for your loss if the employee
commits fraud or embezzlement. Bonding also serves as a
deterrent to financial crime because bonding companies
prosecute perpetrators.

6. Issue receipts for cash collected – In this era of
frequent co-pays, cash can accumulate quickly at a
practice. Whether you use an automated receipt system or an
old fashioned booklet with carbon copies, make sure
receipts noting the date, amount received and the patient's
name are scrupulously kept.

I found these steps both easy to implement, and very
effective. Making each employee involved in the process
accountable for their co-workers, as well as for
themselves, left me feeling more confident that this
problem won't occur in the future.

----------------------------------------------------
VIVA Transcription provides medical transcription services
to hospitals and clinics across the United States and
Canada. Visit us at http://www.vivatranscription.com

Have You Ever Been Fired From a Job?

If you've ever been fired, this question is probably the
one interview question you dread the most. Not only have
you had a bad experience, but you have to talk about it –
again and again. How you deal with this question in your
interviews will depend a lot on how you have resolved the
issue with yourself. In order to answer the question
effectively it will be important to deal with it ahead of
time by scripting an answer.

Here are examples of how two candidates answer the question:

Candidate #1
"I had a great boss, but he left. From the very beginning
it was clear that my new boss and I were going to be at
odds. We just had different types of personalities. She
kept changing the rules. One day she would want it this
way, and the next day another way," rambled Karen. "I don't
usually have problems with bosses but this woman was really
overbearing in her management approach."

This is not the best way to present the situation. This
candidate could be classified as a "whiner." Badmouthing
former employers during the interview is a bad idea. No one
wants to hear about someone else's shortcomings,
particularly someone they don't even know.

Candidate #2
"I was fired after a major reorganization. The merging of
different cultures had caused a major change in the way
things were done. There were some differences of opinion
between my boss and myself and, in the end, I was fired. I
take responsibility for my part in the way things turned
out. I learned a lot from the experience, and in
retrospect, I would have handled it differently. But, that
is behind me now, and I am ready to move on with a new
perspective."

This is a much better answer because it demonstrates
strength and self-confidence. Candidate #2 takes
responsibility and deals with the question honestly.

Scripting
Whether you were fired under unfair circumstances, or for
something you did that you regret, write down your
thoughts, and how you would answer this question. Read your
script aloud, or use a tape recorder, and practice until
you like what you hear. Better yet, answer the question for
someone else in a mock interview. Have him or her observe
your interview technique - body language, eye contact,
comfort-level while answering this question. Feedback from
someone else will help you improve your presentation.

References
It is very important to find out what your former
boss/company will say, or not say, about you if called for
a reference. Whatever they say it should be in sync with
the answer you give. Despite the firing, if, you left under
terms that were agreeable, check with your former employer
to find out what you can expect.

Lying
Probably the worst way to handle this question is by lying.
One lie usually leads to another, and before you know it
you are in over your head. You always take a chance
whenever you put a lie on an application. The application
usually has a signature line on the back where you sign,
stating that the above is true, and that any false
statements could be grounds for termination.

Perspective
It is a fact that "people get fired everyday." They move on
and get new job. And, you will too. No matter what the
circumstances, put it behind you and move on. Deal with
your feelings about the firing, and prepare your answer to
the question before it is asked. Being prepared will make
you feel more confident and less emotional about the
situation.

----------------------------------------------------
Carole Martin, America's #1 Interview Coach, is a
celebrated author, trainer, and mentor. Carole can give you
interviewing tips like no one else can. Get a copy of her
FREE 9-part "Interview Success Tips" report by visiting
Carole on the web at The Interview Coach
http://www.interviewcoach.com

Custom Carpeted Staircases: 7 Tips for Top Quality Installations

There are a few factors that need to be considered prior to
any carpet installation on stairs. Now add the complexity
of a custom designed & fabricated installation & you have
an even bigger challenge. Are you up for it?

Follow these tips for a smooth & fearless custom carpeted
staircase installation. First a hypothetical.

I'm going to predict that you have successfully designed &
bid the project. Your client loved your design & can't wait
to have it installed. You're also getting paid very well
for this installation because you're one of the few highly
trained rug fabricators in your area. Your client expects
to pay for your expertise & you'll probably earn every
penny!

Tip #1. Team up with a qualified carpet installer. Nearly
all staircase projects will be brokered through a carpet
dealer. There will likely be a full carpet install & the
staircase is just a part of the whole project. Sit down
with the carpet dealer & installer & iron out the strategy
for the install.

A) What type of staircase is this? Box stairs, side wrap,
spiral, bullnose or is it a custom staircase?

B) Depending on the type of staircase & the design you've
created, You may have a simple 'waterfall' installation
where you are installing 3-5 or more steps in 1 piece. This
only works if the design is simple & straight forward -
like a border design - or a stair runner install.

C) When installing a custom staircase, a spiral staircase,
or your design needs precision placement - lets say you
have a rose on each side that falls exactly on the
tread/step. You'll then need to install each step
seperately.

Tip #2. Make an exact template of each step. Ideally you
would use the exisiting stair carpet & trace directly onto
the new piece of carpet - remember to have face fibers down
- working from the back. Of course this implies that your
client has approved of your strategy and has allowed you to
'borrow' their existing staircase carpet.

The other method is to use heavy brown paper. You can buy a
roll from your local home improvement store - you'll find
it in the paint section. You can then create stair
templates using the paper and a roll of tape to piece
sections together.

Either method you choose, you'll need to MARK EACH STEP -
first step is #1, next step is #2 & so on.

Tip #3. Prefabricate the whole staircase prior to
installation, most improtantly any & all carving &
beveling. You won't have any fun trying to bevel your
design after the carpet is installed, in fact, it's darn
near impossible.

Tip #4. Give yourself an extra 1 inch of carpet all around
the perimeter of each side. This will give you a little
breathing room in lining up your step during the install.
This excess carpet will be trimmed off during the
installation.

Tip #5. Be there for the install. Be prepared for any last
minute additions or adjustments. Have extra carpet on hand.
Have all of your tools available.

Tip #6. Avoid design elements on the pivot point of the
tread & riser. Horizontal seams can open & 'grin' - it's
not very attractive. Center your designs on the tread & on
the riser. Random designs are fine too, just be aware of
where they land during the install.

Tip #7 Use double-wide tackless strip on the treads. This
can help anchor down the carpet if you have a stubborn
piece to work with.

Yes, some staircase projects are easier to install than
others. Ultimately you are in the drivers seat during the
design phase. If you're thinking ahead during the design
phase & you have a strategy in place, then you can avoid
unnecessary surprises.

Let's recap: Plan your design with ease of installation in
mind. Avoid any horizontal seams on the tread and riser
pivot points. Create templates for each step and number
sequentially. Prefabricate your stairs prior to install, do
as much work off site as you can. Work with the best
installation crew that you can. Be prepared for any last
minute adjustments during the install.

In the end, if you've focused on creating a quality
product, you're client will, no doubt, be amazed and
impressed with their new custom carpeted staircase.

----------------------------------------------------
Russell Webb, your friendly expert Custom Carpet Maker. If
you're ready to launch your own creative and exciting home
based business as a custom rug fabricator, and have fun
doing it, subscribe to my FREE 4 part minicourse at
http://www.erugmakers.com