Ask any business owner how they get their best customers and clients and they’ll usually say “from referrals”.   If your business falls into the category, then listen up…..How much do you invest into yourself, your staff to ensure that you provide the best service and follow up out there?

According to Greenfield Online and Datamonitor/Ovum analysts, measuring the cost of poor customer service in the U.S., found that enterprises in the U.S. lose an estimated $83 billion each year.  In the U.S., 71% of consumers have ended a relationship due to a poor customer service experience, and the average U.S. customer surveyed had 11 interactions each year and ended 1.2 relationships. The average value of lost relationships in the U.S. is $289 per year.

Here is a classic example of what I mean…a while back we engaged a company to provide a service which was in the amount a several thousand dollars.  The quote for the work to be completed and length of time was agreed upon.  The scheduled was set.  The day for the work to start, arrived and I took the morning to be on location. 3 hours later no one had arrived nor was there any call.  Hum….

Upon calling their office I was told they had a scheduling conflict and would not be at this job.  Someone would contact me to reschedule.  Two days later the call came.  No mention of the missed date, only that they would be there in 2 days.  At that point, if I hadn’t signed a contract I would have told them to not bother.  They did arrive as stated the second time and the work was performed in the time frame.   The question is, will I be able to referred them to someone else?   Would you?

All that would have made this a good referral would have been someone in their office to pick up the phone, call and leave a message there was a conflict and they would be starting on another day.  To me this is common courtesy in business.

Would you be interested in 10 ways to lose customers?

The study also found, on average, women will try on at least two outfits each morning before coming to a final decision, and that one in two women spend 15 minutes the night before work working out what to wear.

I’m not a professional organizer, but have some tips to make the time more productive.  To benefit from these tips, one first needs to understand  purchasing “outfits” is not always the best option. Retailers are good providing ideas with manufactures coordinating pieces in a certain color pallet.  Unfortunately many people will stay within that selection reducing their ability to maximize the new purchase. I for one, often find one piece will fit well but the style of the coordinating items don’t.  If it doesn’t read well on your body, how often will you wear it?   If you read the closet post, part one, you learned about pairing down the wardrobe for your body, now lets get it back into the closet.  Make a master list of what you have and then a second column of what’s needed.  This will start your shopping list.  Organize your clothing into  categories rather than outfits. Hang all jackets together, all slacks together, shirts together etc. From there, start separating into colors.  If you look into my closet (yes, I only have one,  and I share it with my husband) you will sees all blacks are together, all whites, blues etc.  My jackets reflect a color spectrum.  Black and whites together, then blues, plums to reds.  There is one yellow and one taupe jacket. (remember those odd pieces)   This makes it easier to put items together.

If you are starting a workable wardrobe, consider  one basic suit and a second complementary color in either a suit of separates or jacket and pieces that go with the basic suit.  Black and taupe for example.   This is what is called “capsule” building.  That way when you purchase a new item, it should coordinate with those pieces.  My rule of thumb of selecting a new piece, it has to go with at least three other items in my wardrobe. If something goes into the closet, something needs to go out.  After all, why are you purchasing a new piece? Once you embrace the idea of investment dressing, this makes sense.  Granted there are always those few odd pieces, bought for a special occasion or a weak moment.  But if you purchase a new piece, shouldn’t you be able to use it for more than one outfit?  This goes for accessories too.

This is one of the reasons people engage the services of a professional certified image consultant to get started on the right path.  In a previous post, I mentioned about having a color analysis. I remember back in the 80s people where running around in stores with little booklets of fabric swatches and saying  “I can buy this, it doesn’t match!”   If you have one of those, don’t throw it out, but remember it’s not about matching as much as it’s a tool so new purchases blend with those colors in your pallet.  You’ll have better options of mixing up your wardrobe pieces and create your own unique style, not something from the clothes catalog that looks good on the model!

Anyway the subject of color analysis has been taught as early s the 1920s.   It is based on not only skin tone, but your natural hair color,  the patterns in your eyes, the tone of dark circles, even your freckles and tooth enamel. Wearing clothes and cosmetics that match your color palette will actually smooth out and brighten your natural skin tone and even make dark circles, expression lines and wrinkles much less noticeable on your face.  Many often group color and refer to them by “seasons,” Spring, Summer, Autumn and Winter.  Additionally there is a category called Neutral.   It could have just as easily been type A, type B. etc. Seasons is what we use. It can get quite detailed and if you are going to have a professional color analysis, make sure you engage  certified professional image consultant.  Not just some on wanting to sell make up or a sales clerk in the store as they have a specific agenda which is parting you from your money.

For our purposes here, when you wear colors that are complementary with your natural skin tones, the color is absorbed and results in you looking radiant.  However, with the opposite tones, the is reflected and you will have people asking if you have been sick or tired. The result will deaden your appearance.   A simple rule, you if you look fabulous in browns, tans and gold jewelry, you most like have warm peach to golden skin tones. If black, pure white and silver are youtr best, you probably have cool pink or blue  undertones. Remember this is a simplistic test.  A certified professional will also take into consideration such things as color value and intensity and lastly your age.   Once gray hair develops, your preferred pallet may change as well as consideration of coloring your hair.

First, take a day and take everything out of the closet.  One piece at a time, try everything on.  Separate your clothing into what are the best colors for you and what looks lousy. You might need to get a color analysis for this. (check the blog on color for tips).  Next with the pile that is complementary, separate that into what fits perfect and what doesn’t fit correctly place  into another.  With the pile that doesn’t fit, decide if it can be altered.  Check things like  shoulders, pant, skirt and sleeve lengths. If something can’t be let out  you might as well start a pile to give away.  Really good quality pieces you can check out selling  at an online auction or local consignment shop. Otherwise there are non-profits like Dress for Success and Goodwill.  If you are unsure if an item can be altered, check with your local tailor.  Often your local dry cleaner can provide some names.  Now from what is left, determine if you will really ever wear it again.  Do the same with the pile of clothing that fits well.  Will you really make use of that item?   Now you can start putting these items back in the closet.  As you do, create a chart of what you have and allow space for possible additions to make a piece of clothing work.

This is part of what a certified professional image consultant can do to help you create a truly workable wardrobe.  To learn more check out www.TheResourcePlace.com

Over the years our society has evolved from the stuffy discipline of a working wardrobe, especially for women.  For many, this was a welcome change. More relaxed, more flexibility, more options and definitely more individualistic. With all this freedom of choices comes a mixed bag as to what now is really appropriate.  Over the last decade, what makes up a work appropriate wardrobe has become a genuine issue.  Employers site a variety of issues.  Does the new casualness spill spill over into overall behavior? how is the company perceived?  Could sloppiness be reflected in the work ethic?  Will this ultimately lead to a loss of business?  Since this revolution of dressing down, the rules are more blurred, and some have taken liberal interpretations to spandex tops, micro-hugging skirts, t-shirts, low riding & “distressed” jeans, etc.  in the work place.   Just what is the individual selling to their boss, their clients, to their career.  While “self expression” can be very attractive in some industries, as a whole your professional presence in the workplace can have a significant impact on your paycheck,  advancement and ultimately your career. Remember Andre Agassi and his famous tagline in a 1990 commercial for Canon…”Image is Everything” .  How’s yours working for you?  If you think you may want some help, visit our website

So what is your image telling people?  The moment you meet someone new you will take about 4 to 10 seconds to arrive and some opinion about them.   That process will cove how smart you think they are, their level of education, success, trustworthiness, etc. This is called “Threshold Effect”.  Check back to garner some pearls to help you with your personal and professional presence.