• Hours per week: 

My hours vary depending on the season.  Fall and Spring are very busy and I always take a self imposed slow down during the summer months so I can spend time with my two school age children, and my oldest daughter that is a teacher, all off from school for summer break.

• Typical working hours: 

I usually work on my home computer from 6:00 to 7:00 in the morning, get kids off to school, and if I am  not traveling, arrive at my office around 9:00, leaving around 4:00.  I usually end up back on my home computer around 9:00 pm for "just a few last minute things" that usually turns into an hour (or two if my schedule is really hectic). 

• Main current clients: 

I know that many people have a list of clients on their site but it has always been my policy not to publicize my corporate client list.  However my university client list ranges from Harvard University, Rice University, The University of Texas at Austin, Southwestern University, and the list goes on and continues to grow.  I have an extensive list on my website and more that are being updated as we speak.  I am always adding new universities to my client base and although I love working with the corporate sector, universities are my heart's passion.

• Favorite business reading: 

Anything I can get my hands on.  Just today I revisited my own office library and brought home Choosing Civility by P.M. Forni.  I have already read it once but looking forward to reading it again.

• Best way she gets clients: 

No better way to get clients than word of mouth. 

• Worst wage-slave job she ever had: 

I took a job when I was in college with the title of “Customer Service Expert”.  What I didn’t realize was that it was a job fixing broken “beepers”, do they even use that word anymore?  Anyways, it was terribly boring, the sum of my day was changing batteries out of old beepers and trying to “up sell” clients into a newer model, which I did only if they needed one.  One morning I went into the office with the intention of quitting when my boss told me that I didn’t seem “inspired” although he had received rave reviews from my customers.  I got the nerve to say “I quit” and went running out the door in jubilation, never to return to my “Customer Service” counter.  Even though the company has closed, the building is still standing and when I drive by I still feel a tinge of dread remembering how I felt walking into work those many years ago.  

• How do you market yourself? 

I look at every interaction as an opportunity to build a relationship that is genuine, honest and potentially fruitful.  My motive is not to “close a deal” or secure a client but to leave a favorable impression, regardless of the circumstances. I believe that making a good friend or building a good relationship is more important than making a good client contact.  The relationships all work hand in hand and "if it is meant to be it will be". 

• How do you keep your skills sharp? 

I am a perpetual student.  I love to learn and to that end I am always looking for a class, a lecture or a seminar that will further my professional knowledge.  Even when you think you may already know the material, there is always an opportunity to learn something new or remember something that you may have forgotten. 

• What financial issues do you grapple with and how do you overcome them? 

I have an assistant, Theresa, that “talks money” for me.  When calls come in or we receive emails requesting information, I am seldom in the office as much of my work requires travel.  Rather than trying to answer an inquiry call on my cell phone (because I am a firm believer in don’t talk/text/drive) she is the first point of contact.  If I happen to answer a call and the caller gives me even a hint of financial need I’m a softie and the next thing you know I am working with my new client and all of their neighbors and friends.  Theresa keeps me focused on the fact that although I love what I do, it is also a business and at the end of the year we have to show enough profit to make my accountant happy.  I should mention that l have a Masters Degree in Sociology and have always had a keen interest in being a catalyst to empower others.  I do a lot of volunteer work with nonprofits and immensely enjoy that aspect of my job – with so many wonderful non profit opportunities, there does come a time when you must say “No” and then they are offered a "Non profit discount".

• Whom do you turn to for advice and empathy? 

I have a wonderful network of colleagues and friends and I am fortunate that they are not only extremely bright, successful and supportive but also have experienced many of the ups and downs that I have come across in my 14 years of business.  My husband is a successful businessman and owns his own company and I always turn to him for advice.

• What was worst project you ever worked on and why?  

Ugh.  I am a firm believer in “If you have to spend an enormous amount of time convincing someone of the value of your services or fees, it's not a good fit and they will not be satisfied with the material or training, regardless of the outcome.”  Well, we had one of those type of inquiries where the back and forth questions and answers were brutal and I was spending much too much time on the telephone with a potential client that was not convinced of the value of etiquette training.  It was a referral from friend (and a family member of my friend) so I hung in much longer than I would have normally.  Very seldom do we have this type of experience but on the rare occasion that we do, I always back away rather than push forward knowing what the outcome will be.  A week before the session I called and confirmed the date and time. The night before the session I traveled to another city and checked into my hotel.  The next morning I arrived at the meeting to find the person who had hired me had recently quit and hadn’t told the person in the new position about the scheduled session.  I was unhappy with the situation but more disappointed with myself for not listening to my own instincts and staying true to my internal voice and philosophy.  Even writing it down on paper I notice how much more energy is spent on a negative comment than a positive and I don't like to give negatives this much attention so I obliged.  I have 99% more positive experiences than difficult ones, thank God!

• What was the best project you ever worked on and why?  

Every job is the best project I have ever worked on.  After each session, I generally leave thinking “I don’t think I can top this group of people” and at the following session I say the same thing again.  It would be unfair to pick just one “Best” because I have so many long term clients that truly make my job the “The Very Best” and I work with new clients that I feel the same way about.  

• What do you say when people ask about "your job"?  

I say that I teach corporate etiquette.  I don’t feel the need to be funny or say anything catchy because when I tell them what I do they are usually intrigued and have a million questions.  My own doctor keeps me in his office much longer talking about etiquette than he does talking about my stomach ache.

• What's the best thing about being an Etiquette Professional?  

The best thing about teaching etiquette is meeting so many different people in so many different types of industries.  My clients range from university students, attorneys, bankers to scientists and engineers and the amazing thing is that the questions are all the same.  Whether you are a stay at home mom or a musical composer, we all benefit from skills that are designed to put others at ease.

• What's the worst thing about being an Etiquette Professional? 

I can’t honestly think of a “worst” thing.  I am so grateful to be doing something that I love and believe in.

• Do you have any advice for other Etiquette Professionals? 

Embrace your mistakes.  I have learned much more from my mistakes than my successes and have used every thing I have learned to grow and develop personally and professionally.  People identify with those that admit they are only human doing the best they can to be the best they can be. Also, have a good perspective and a better sense of humor. If you want something bad enough, and it feels right, don’t give up until you get it. 

• What's your guiding philosophy? 

Follow your instincts and never underestimate a small act of kindness.

Karin Schroeck-Singh: Thank you very much for answering my questions, Diane. It is highly appreciated.