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| Rules of Engagment (ROPE) |
 Professional service providers need to establish rules of professional engagement. (ROPE) Not only are we talking about white collar service providers but all trade service providers as well. These basic rules are written with the appropriate language from all industry sectors and should clearly provide protection for all clients and more importantly the service provider.
When establishing a customer base especially when providing lines of financial credit the conditions of your ROPE document must be established at the very beginning of the process. This should happen when you qualify your new potential customers or new projects with all existing customers. New clients must receive clear communication that you have a ROPE document and that these rules cannot be compromised. Please understand that there is a difference between my ROPE document and my terms of trade. My Rope document illustrates my personal/company core values. Example: We will not compromise or break any legislative laws on your behalf. The terms of engagement will cover payment etc. With your ROPE document make it and say it in very plain English. Clearly state the structure in which you will conduct any form of business. After all they have come to you and are seeking your products or professional services. . You have the power to say no as much as your prospective client. Should your prospective client say no to your terms let them know that you appreciated the opportunity and be sure to say thank you. Two days later be sure to send them a thank you note by post. (Not email) Explain to your new and existing clients that before any work on the assignment can be initiated you have paper work that must be signed off. This will include your terms of engagement and your ROPE document. From personal experience I can tell you that it is very difficult and unprofessional should you wish to change the terms of contract once work has commenced. Doing so will create confusion, unnecessary stress and the wrong reputation for established companies and promising entrepreneurs. Besides it will look very unprofessional. Most established company owners and almost every new entrepreneur is afraid of losing a potential sale and the income stream from a new or existing customer. I have come across few if any entrepreneurs who will say no to a new potential customer. Even I can fall into this trap. As a professional service provider when individuals/clients first meet with yourself or your colleagues' always provide a structured agenda for that specific meeting. Have this in hard copy that you can hand to your prospective or existing client. By doing this you are taking control and illustrating a high level of professionalism. Start your meeting like.....The purpose of this meeting is.......Say what you want this meeting to achieve. Here you are establishing process, the objectives and the end goal or destination of where the meeting will end. Have your ROPE document for your potential client to read and to sign their name and company to. (You are now creating a paper trail) There will be some that will give an immediate negative reaction and will bluster and resist. This is where you need to stand firm and simply say sir/madam as a professional service provider we will not proceed or conduct any work on your behalf until such time that you sign the ROPE. Be patient, keep your mouth shut and wait. Say nothing! This is the power of silence and the art of negotiation. Let the new client speak first. From experience I have found that prospective clients who try to bluster or push you into submission are clients that you should walk away from. They will, in the long term create challenges that are not of your own making. Might I therefore advise that caution should not be thrown to the wind? Say something like, I appreciate the opportunity to provide you with our professional services. As a company we never make rash or impromptu decisions. I will have my answer to you within two hours or first thing tomorrow morning. This will give you a chance to work through all possible issues and remove emotion from the decision making process. It is amazing what a good night's sleep will reveal. Implementing the ROPE document will help you sift the chaff from the wheat. It will dismiss the tire kickers and others who conduct their business in an unethical way. If you establish the ground rules right at the very beginning no one can get hurt or be disappointed. The question will remain are you strong enough to say no and not compromise your own values. Never be afraid to say NO. Over time, I have personally endured unnecessary learning experiences of my own making all because I did not have or enforce my ROPE document.
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