Interview with Etiquette Consultant: Karen Hickman
Karen Hickman
Etiquette/Protocol Consultant
Professional Courtesy, LLC
P.O. Box 15353
Fort Wayne, IN. 46885-5353
T:260.486.7758
F:260.486.7758
www.professionalcourtesyllc.com
http://professionalcourtesyllc.blogspot.com
www.facebook.com/Karen.V.Hickman
www.Twitter.com/Karen_V_Hickman
karen.hickman@professionalcourtesyllc.com
Etiquette/Protocol Consultant
Professional Courtesy, LLC
P.O. Box 15353
Fort Wayne, IN. 46885-5353
T:260.486.7758
F:260.486.7758
www.professionalcourtesyllc.com
http://professionalcourtesyllc.blogspot.com
www.facebook.com/Karen.V.Hickman
www.Twitter.com/Karen_V_Hickman
karen.hickman@professionalcourtesyllc.com
* Typical working hours:
I work a large part of everyday on my business...6-8 hours usually. It is a full time job for me.
* Main current clients:
I typically work with corporate and university groups with a special focus on the medical/dental arena. Occasionally, some teens and children. One of my new, current clients is a regional hospital that owns 47 physician practices. They purchased the Medical Train the Trainer Program that I just produced; "Professional Courtesy Essentials in Healthcare." I am training their supervisors and managers to train office staff members (over 800 staff members) on "professional courtesy." It has been a great project and I look forward to a mutually rewarding relationship.
* Rates: My rates are competitive with other etiquette professionals. I typically charge a flat rate for a designated period of time; half day, full day, etc. or by the project. If I do the rare, open to the public event I then charge per person.
* Favorite business reading:
I try to read as much as I can that has been published in etiquette, civility, customer service and courtesy in healthcare. I am a book junkie in that regard. I want to see and know what everyone else is doing and saying. Plus, there is a book in my future. If I get a few new tips or a different slant on something then the book has been worth the investment. It is ongoing for me, but some of my staples are: Letitia Baldrige, Robert Hickey, Jacqueline Whitmore, P.M. Forni, the Post's books, etc. And the Studer Group has some wonderful material relating the health field.
* Favorite non-business reading:
I am a history buff and typically go for non-fiction, but I do enjoy historical novels and a good fiction. Patrick Conroy is a favorite of mine when it comes to fiction.
* Best way she gets clients:
Word of mouth has been very powerful, social networking and networking events. I do some direct marketing to some large companies, but I would say, word of mouth has been the best.
* Worst wage-slave job she ever had:
I worked part time in a department store when I was in high school and soon discovered that I didn't want to do that for the rest of my life. That experience led me to nursing school. However, I did own a high end gift store for 10 years, but it was much better being the boss.
* How do you market yourself?
I try to cast a wide net. And these days, social media has made that easier. I also do a newsletter and blog. I contribute to some regional business magazines on a regular basis and pitch ideas to the media and do a lot of speaking engagements. I belong to Jacqueline Whitmore's, Consultant's Connection. We meet monthly on the phone and discuss issues unique to our industry and hear great speakers. The group has allowed me to partner with other consultants, make some wonderful friends and offer my medical train the trainer program directly to other consultants. Jacqueline is a great facilitator.
* How do you keep your skills sharp?
I keep my skills sharp by reading, trying new things, hook into on line educational sessions and attend some conferences.
* What financial issues do you grapple with and how do you overcome
them?
them?
I think all self employed people, especially consultants, have the challenge of maintaining consistent cash flow. Avoiding being static and coming up with creative and new ideas is essential. Product development has become a thrust for me and I have several other things in the works.
* Whom do you turn to for advice and empathy?
I have a lifetime, trusted friend who has been a very successful entrepreneur who has been a wonderful business adviser. I also rely on my financial adviser, other consultants and good friends and family who have encouraged me in this line of work, every step of the way.
* What was worst project you ever worked on and why?
After ten years in this business, I can honestly, say that I have not had a bad project. I basically have liked everything that I have been involved in. Now, some haven't been as profitable as I would have liked, but not bad.
* What was the best project you ever worked on and why?
The best project and most exciting has been my medical train the trainer program. My nursing background has allowed me to develop something that I feel passionate about and is greatly needed. Over 1/3 of American malpractice suits are rooted in bad behavior... on the part of the physician and/or staff. Just being nice goes a long way. Customer service has not been a focus for healthcare until recently. Competition has helped drive that change... the healthcare industry is a huge market and one that isn't going away.
* What do you say when people ask about "your job"?
"I'm in the nice business."
* What's the best thing about being an Etiquette Professional?
I love what I do, feel passionate about what I teach and get to meet great people in wonderful places. And along the way I think I make a difference in how people view the world. For me, it can't get better than that.
* What's the worst thing about being an Etiquette Professional?
There are times I feel like I am going to clear the table or room when people find out what I do. I think initially, some people are self conscious around me for fear of being judged. It must be a little that way for priest's and psychiatrists.
* Do you have any advice for other Etiquette Professionals?
Find a niche and slant that is unique to you and your talents. Get to know the people in our industry. Be open to change and collaboration. I do my best work when I am collaborating with others. I love the flexibilty of owning my own business, but I have discovered that collaboration with others reduces the sense of isolation that can be a by product of working alone.
* What's your guiding philosophy?
At the risk of sounding cliche...believe in what you want, put it out there and stay focused on it and the rest will follow. I never dreamed I would be doing what I am doing, but circumstances and opportunites have led me to where I am today. I have just been following the wave. Change used to be difficult for me, but I now find it very exciting. It is going to happen anyway , so why not embrace it.
Thank you Karin for the opportunity to share my ideas with your readers.
Thank you very much Karen, for your detailed answers. It was a pleasure reading about your experiences, expertise and advice. Your interview was particularly interesting.
Posted by Karin Schroeck-Singh at 19 Apr 2010, 2:10 AM 
Categories: Interviews, Etiquette Professionals
Tags: etiquette trainer interview with etiquette professional etiquette etiquette consultant Karin Schroeck-Singh interview with etiquette professional Karen Hickman etiquette professional Karen Hickman
Categories: Interviews, Etiquette Professionals
Tags: etiquette trainer interview with etiquette professional etiquette etiquette consultant Karin Schroeck-Singh interview with etiquette professional Karen Hickman etiquette professional Karen Hickman
Karin, thank you so much for allowing me to share my ideas with your readers.
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