“He Who Over Reacts Will Likely Under-Perform”

Famed master salesperson, the late Zig Ziglar threw that statement around quite a bit, the one used in our title.  While it might be left to interpretation by some, we know he related it to the life of the small businessperson.  These hard-working entrepreneurs might be the most time-starved people on the planet.  In almost every small business with a mission to succeed, extra time is often in small supply.

It is for this reason that time must be managed wisely, which includes controlling how we respond to certain things and in determining what we choose to respond to.  Let’s come up with an example:

You fire an unreliable employee.  Next thing you know this person is on Facebook and Twitter bashing you, your company, your family, claiming nepotism, claiming they were not paid on time, etc.  When you should offer one sentence in defense -if that – you engage the process all-day or maybe for multiple days or weeks.

Here is what we have to think about:  If we devoted 35 hours to this back-and-forth, how much could we have accomplished if instead:

  1. We wrote outlines for four, (4) videos to be produced for our business
  2. We learned from our experience with this person and used that in recruitment language for new people
  3. We wrote a plan for office organization and then set out to accomplish the new plan
  4. We identified twenty, (20) new referral sources and then started developing a plan to remain in touch with them

Proper time management and emotional control extend even further.  Since the internet is used by many to measure your value as a businessperson, there has to be thought given to what impression we want to give to those who may decide to use our services.  If they see us as a reactionary and they become afraid of the thought of having a disagreement with us, they will likely pass us by in fear of how we manage challenging situations.  They will also, and justifiably so, question how we choose to manage our time.

Our firm assisted in the management of a private duty home care company starting in 2002.  One case was very involved, starting as a husband and wife and then went to just the wife once the husband died.  Generally, like clockwork the daughter had a check in the hands of this home care company by the 3rd of each month.  However, during this one month in 2008 the 10th went by, then the 15th, then the 25th.

A past due notice was sent and messages were left and the company owner was puzzled and angry.  The company owner wanted to start sending messages using www.myspace.com, etc. which we adamantly warned against.  We arranged to send another letter of inquiry.  Guess what?  The client’s son and the payee’s brother found it, called to advise that his sister was in the hospital fighting end-stage endometrial cancer.  He told the owner he too was a signer on the checking account and once he located the checkbook he would overnight the check and any late fees.  The $15,000.00+ check arrived two, (2) days later.

A company with twenty-eight, (28) or so cases surely had to be careful not to allow the aggravation associated with one, (1) case to take their eye off the ball of the company’s overall management.  Further, had they immaturely chosen to turn this into a public spectacle, who knows if the next prospect or referral source might not have seen that and ran the other way.  It happens everyday and online reputations are ruined.  This family did not deserve that.

Let’s solve problems, engage important contacts, maintain organization and more using emotionally restrained and well-thought-out systems of reasonable and professional time management.  We never want to allow an “over-reaction” to lead to “under-performance.”

and share your thoughts. Reminder…


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Note: Direct Care Training & Resource Center, Inc. is a private organization that provides training and assistance to community care providers and prospective providers in matters of continuing education, business development assistance and general information workshops. We are not regulators.  We do not seek to replace regulators. We are not competitors of regulators.  Neither do we recommend a provider of care or prospective provider of care ignore the advice and direction of regulators.  This is not our role.  Additionally for those we assist with accreditation please remember this is a collaborative process that takes times.  Step-by-step we will lead and require your input and cooperation.  Many of our training workshops are approved as continuing education units for adult foster care group home licensees and administrators, personal care homes, adult family care homes and other assisted living models. As such, many of our training products do incorporate the review of regulatory statutes, administrative rules and laws that pertain to the provision of care, all of which is readily available to the general public. We are not a governmental entity and our programs must never be viewed as a replacement or substitute for State or federally sponsored orientations, licensing preparatory meetings or any other government sponsored or governmentally mandated educational event or training. Additionally, approval for continuing education courses does not in any way constitute a governmental endorsement of other services provided by our company or any of its affiliates.  Furthermore, attendance at any of our live sessions, use of our self-study materials or online/virtual school and any technical assistance we may offer must never be viewed as a guarantee of potential business success, elimination of liability or specific financial gain. It is the responsibility of the individual business owner to work toward and create a pattern of success for his/her business entity.  While we make a concerted effort to offer quality advice and teach providers the highest levels of quality customer service, clients must not look to our company to ensure they are successful as community-based care providers.  We cannot guarantee how long it will take to attract clients or residents and we will not assure a particular lifestyle from your business efforts. Please note that licensed adult foster care group homes in Michigan who have contracts with community mental health agencies may be obligated to receive all direct care worker and medications training through that agency or the training organization they specify.  Check with them before calling our company to enroll in training programs. 6% sales tax charged on all self-study products in the State of Michigan.  Information provided in our workshops is up-to-date and accurate to the best of our knowledge and belief.  Sample forms used in live training sessions and the online/virtual school may bear the name of certain waiver agents but must in no way be interpreted as an implied endorsement by any agency or governmental department.  If a live class paid for is missed, no cash refunds will be made, however a credit will be issued allowing you to attend a comparable event within one year of payment.



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