How do you offer great customer service and save yourself time?

Get your customers to service themselves.

Really? Yes, really.

Customers are fine with self-serve options like FAQs, online forums and video explainers. In fact they’re more than fine. They can quickly and easily find answers to their questions without waiting in a phone queue or losing the will with a chatbot.

For small businesses, self-service frees up time. No more fielding the same old queries. Owners can get on with more productive, value-driven activities knowing their customers are still being serviced.

It’s a win-win.

Obviously, self-service can’t cover all bases in the customer buying journey. But it can certainly take up some of the repetitive workload.

So what can you do to self-service your customers right now?

You can use Loom to make a step-by-step video guide. Or upload a how-to tutorial on YouTube. Or add a FAQs section on your website.

You could also use knowledge base software to help you create, organise and manage your self-service content.

Just remember to review all your content once or twice a year so that it’s up to date.

  • Need help getting set up with self-service? Drop me a line at


Need some help with your customer service? Get these five superheroes on your team…


Angry customer? Fear not! This superhero will smooth things over with their empathy and patience. No rising to the bait. No interrupting the customer. Just calm communication and positive vibes.
Most likely to say: ‘I understand you’re upset. Let’s see how I can help you.’
Least likely to say: ‘You’re number 632 in the queue. I’d give up if I were you.’


This superhero knows how important it is to protect your brand. Values, language, tone of voice, image – they’re consistently communicated by the Brand Guardian at every stage of the customer journey.
Mostly likely to wear: a T-shirt with your business logo on it
Least likely to wear: a T-shirt with ‘Who am I again?’ on it


Time holds no fear for this superhero. They use canned responses, pre-recorded videos, website FAQs and more to deal quickly and efficiently with customers and save business owners time, too.
Most likely to find them: in two places at once.
Least likely to find them: having a lie down.


This superhero is all over your post-sales customer service. Their power is in making your customers feel special and keeping sales coming with regular communication, sales incentives, feedback forms and surveys.
Most likely to: give your customers a big hug (and a discount code).
Least likely to: give your customers the cold shoulder.


Don’t tell anyone but The App Booster has a secret stash of apps and software. Automating repetitive tasks, creating videos, organising databases – whatever you need, this superhero has a little something to help you.
Most likely to say: ‘I’ve got an app for that.’
Least likely to say: ‘Computer says no.’

* With my customer service support you get all five superheroes rolled into one. That’s one heck of a superpower! If you’d like more info contact me at

copy-writing: @helen gent copywriter (Trumpet media)
visuals: @céline naricadou (Agency VA)


Doing your own customer service can be a real drain on your time. Well not anymore! Become a time-taming superhero and free up more hours in your day.


Time-management strategies can keep you ahead of time. One easy win is to deal with similar queries in batches to speed things up. You could also sort out easy fixes first, leaving you time to investigate more involved issues.

It’s handy to prioritise tasks so you can organise what needs to be done right away and what can wait. But what if you’re drowning in customer emails and everything seems like a priority? Use the Eisenhower Matrix – aka the urgent-important matrix. It’s a simple framework to help you decide what to do immediately, what to schedule and what to delegate.


Canned responses are a fast-track way to deal with common customer questions or recurrent issues. Get some pre-set answers ready and you can avoid wasting time giving out the same answers every time.

You can use canned responses for website FAQs, in emails and for live chat and chatbots. Try to keep your answers short and sweet, unless your customers really do need a more detailed explanation. And always write them in your brand’s language and tone of voice.


Sometimes you need to spend time to save time. And updating your Frequently Asked Questions is one of them. Regularly review what your customers need to know so you’ll always have the answers ready. That way you won’t get sucked back into the time black hole of repeating yourself.


A knowledge base means your customers can help themselves to support without you. Based on the services or products you sell and your customers’ needs your self-service support could include FAQ, set-up instructions, ‘how to’ guides or video tutorials.

* Too busy to even think about time-saving strategies? I’ll be your Time Tamer superhero. Drop me an email at

copy-writing: @helen gent copywriter (Trumpet media)
visuals: @céline naricadou (Agency VA)


The Rejuvenator is a post-sales superhero who uses their superpower to re-energise customers and revitalise sales.

Ultra-vigilant, the Rejuvenator is primed for action as soon as a purchase is made. Their first mission? To send out a ‘Thank you’ message. At this critical stage of the customer journey a bit of appreciation goes a long way. Now is also the perfect time to update customers on their order and give them useful contact details if they need to get in touch.

Got a lot of customers to thank? Congratulations on all your sales and don’t worry – the Rejuvenator has a couple of sidekicks, automated emails and chatbots, to help out.

Onto the next mission – revitalising sales with customer-pleasing incentives. Pow! Enjoy this discount on your next purchase! Boom! Check out this referral link for you and a friend!

And the Rejuvenator never stops. They fire off regular messages to customers old and new so you’re front of mind when one of them is thinking about buying the product or service you’re selling.


The Rejuvenator doesn’t possess telepathic powers. They know exactly what your customers think of you thanks to their secret weapon – customer feedback.

Did you know that nearly 80% of customers look more favourably on businesses that ask for feedback? That’s according to the Microsoft 2017 State of Global Customer Service Report.

The Rejuvenator is all over customer feedback. They’ll pop up in emails, WhatsApp, live chat – whatever channel you use to communicate with your customers they’ll be there gathering info and insights. And they’ll fire off regular customer surveys to keep track on how you’re doing. They’ll sometimes use customer feedback software to aid them in their quest.

Feedback helps you figure out if you need to improve your product or service. And when you discover what customers love or hate about your customer service you can make things better there, too. You’re already off to a good start by showing your customers their opinions matter.

The Rejuvenator is always on double duty, looking out for your customers and your business.

* If you need a superhero to help support your after-sales service contact me at

copy-writing: @helen gent copywriter (Trumpet media)
visuals: @céline naricadou (Agency VA)


Got an angry customer? Throw on your superhero cape and – kapow! – you’ve become The Pacifier, ready to smooth things over…

Right from the start you want the customer to feel you’re on their side. Personalise the conversation by introducing yourself and ask for their name (though don’t overuse it as that can sound fake). Using a personal touch helps to engage the customer and reassure them you’re going to help.

Remember they’re mad at the situation not at you. Don’t get sucked into an argument –acknowledge their anger, show empathy then focus on sorting out the problem.

You know how sometimes you just need to have a rant? That’s often the same for customers. When someone obviously needs to get something off their chest, don’t interrupt them mid-flow. Listen to what they’re saying and let them get it all out first before you start asking questions.

Customers don’t want to hear things like ‘I can’t’… ‘I’m not able to’…’It’s not possible’… ‘I don’t know.’ Every time you use a negative phrase their frustration and anger is going to increase – and you’re going to lose a little bit more of their trust. Use can-do, positive language that gives them confidence you’re going to fix things.

Research from the University of Portsmouth found that you can ‘hear’ a smile. There’s more than one kind, too. When you’re on the phone try the Duchenne smile – a sincere smile that draws your lips back, raises your cheeks and crinkles up the eye area (eye cream optional!).

You don’t want to make a customer feel like they’re being unreasonable or making a fuss over nothing. Show empathy with phrases like ‘I understand…’, ‘I know…’ and ‘I appreciate…’

Well, maybe not a joke – but humour can play a part in customer service. Make customers laugh and you’ll diffuse a potentially tense situation and help them feel less stressed. It’ll also make their communication with you memorable for all the right reasons. Use humour sparingly, though, and keep it relevant to the conversation.

It’s a win-win situation when the customer is 100% satisfied at the end of the conversation. They get their issue solved and you get that warm fuzzy feeling knowing you’ve been able to help. Before you go check they’re happy with the outcome and ask if there’s anything else you can help with. You can now bask in the glory of a being a customer service superhero!

* Superhero cape at the dry cleaners? Let me take over as your super-powered pacifier. Drop me a line at

copy-writing: @helen gent copywriter (Trumpet media)
visuals: @céline naricadou (Agency VA)


The App Booster has a super-charged collection of software and tools to power up your customer service.

For: task management
Use it to: prioritise tasks, keep on top of support tickets and action help requests all from one hub. Equally useful for solo business owners and teams who need to stay in sync.

For: email automation
Use it to: email canned replies, send payment reminders, fire off FAQs and – joy of joy – filter out garbage.

For: managing customer relationships
Use it to: view your pipeline, nurture your leads, keep track of sales – and pretty much everything else to manage customer interaction.

For: appointment scheduling
Use it to: hook up with Zoom to automatically create a call and add the link to your calendar invite; plus synch it with a platform like Stripe to take automatic payments.

For: automating recurrent tasks
Use it to: add customer feedback to spreadsheets, send emails, log messages on your database and do a whole lot of other time-consuming, repetitive stuff.

For: social media scheduling
Use it to: schedule posts on all your social media platforms from one dashboard. It’ll also help you organise photos, give you hashtag suggestions and collect and measure data.

For: video creation
Use it to: record helpful videos for your customers – like user guides, step-by-step solutions to a problem, tutorials and FAQ.

For: subtitling videos
Use it to: subtitle your videos for free. Captioned videos get high higher engagement on social media – and it makes them more accessible for hearing impaired viewers.

For: creating visuals
Use it to: make engaging images that give customers the info they need without them having to wade through a sea of text.

* Need help choosing and using an app? Make way – this app-loving superhero is at your service. Get in touch at

copy-writing: @helen gent copywriter (Trumpet media)
visuals: @céline naricadou (Agency VA)


Good customer service needs many superhero skills – but one superpower that’s often overlooked is the ability to protect your brand.

Imagine a customer goes onto your website, loves the friendly and upbeat vibe, feels a connection with your brand and buys your product or service. So far so good. Then they have an issue they need help with. Well that’s OK because that’s what your customer service support is there for. But what if that support is formal and stuffy – the complete opposite of why the customer liked you and bought from you in the first place?

The customer is going to feel confused. Perhaps a bit annoyed. Maybe a little cheated. You’re not what they thought you were and your brand doesn’t feel like such a good fit for them anymore.

Jekyll and Hyde branding means they might not rave about you to friends and family. Or bother leaving you a review. Or buy from you again.

So brand consistency is super-important. Emails. Phone calls. Chatbots. Your brand image, mission, values, language and tone of voice need to show up at every touch point in the customer journey. And if you can’t be there to guard your brand yourself you can outsource someone to do it for you.


Your brand guardian knows everything – and I mean everything – about your business. Not just about your products or services but what you stand for and how you do things

They know because they ask you lots of questions…
* Are you a ‘Dear sir’, ‘Hi John’ or ‘Howdie partner’ kind of company?
* Do you use emojis or emoticons in your communication?
* Do you want me to present myself as part of the team?
* Shall I use ‘I’ or ‘we’?
* Should I sign off as me or you?

Your brand guardian communicates with your customers just like you would, using the same vocabulary, turns of phrase and tone of voice. They literally speak the same language. (By the way I’m a multilingual customer service superhero who communicates in 🇫🇷 , 🇬🇧 and 🇩🇪).

It’s useful to have a communications style guide to give to your brand guardian. Don’t worry if you haven’t got one, though, as many customer superheroes like me will create one for you. A guide is also super-handy if you’re handling customer service yourself. You can use it to write canned responses brimming with brand personality or engage customers with on-brand chatbots (no more ‘Can we be of assistance?’ when your vibe is more ‘Hey there – how can I help?)

Your brand guardian is a superhero you shouldn’t be without. Let them unleash their superpower and they’ll protect your customers and your business.

* I’m here to protect your brand and keep it safe. Get in touch at

copy-writing: @helen gent copywriter (Trumpet media)
visuals: @céline naricadou (Agency VA)

Why do I need an FAQ?

FAQ carousel (1)

Saves repeating the same answers to the same questions

If you find yourself answering the same old questions from your customers about your business, you might want to think about building an FAQ on your website.

When your customer calls in with yet again the same question, you can direct them to your website where you’ve smartly posted the answer.

Brings traffic to your website

Not only will this help answer your customer’s query, it will have another side effect: it will bring traffic to your website. Think about it: every time someone checks out your FAQ page, it’s one more hit on your website! One quick and easy way to help your clients while helping yourself. I see it as the lazy entrepreneur’s way to bump up the traffic!

Go on, give it a go!

I’m Elisabeth Morice and I provide multilingual customer service support to small online businesses. I keep your customers happy while you happily run your business.

Contact me now for more information.

Be done with your To Do list – Introducing Trello ~~~ Adieu la liste de tâches – Bonjour Trello

Last updated / Dernière mise à jour : 08/12/2021

Trello board - Project Management

Lire la version française ici

Be done with your To Do list – Introducing Trello

I’m not a fan of To Do lists. All they do is getting longer without giving me the satisfaction of crossing more things off. Plus it’s just paper that clutters my desk. Even the electronic alternative doesn’t help.

So in order to be environmentally friendly and because I needed a proper system to keep on top of my work, I looked into Kanban tools. Kanwhat? I hear you say? Kanban is Japanese for “visual signal” or “card” and relates to cards used by Toyota line-workers to signal steps in their manufacturing process.

Ok so now I’ve showed off my borrowed knowledge of Japanese, I will talk about the tools that I have tried and the one I use all the time. You can find a list of Project management software for small businesses in this useful article. Out of those, I have tested Trello, Asana, Clickup and Microsoft Project but my favourite is Trello for its ease of use and collaborative features.

A little overview

With Trello, you can

  • design your workflow
  • spot where you have bottlenecks (resources, time constraints, etc)
  • know exactly where you are with your work

Let’s see in a little more details.



project management - board


The easy way to use Trello is to create a board with 3 lists: To DO, In Progress and Done. You can create cards in each list and they can be moved from one list to the next. So you can easily add all your tasks in your To Do list and move them to the In Progress list once you have started acting on them. Finally, once you have completed the task, it can be parked in the Done list. You will then have the satisfaction to see your Done list getting bigger as you complete more and more tasks.

The beauty is that you don’t need to present your board that way if that doesn’t work for you. I have boards with posts by theme linked to a Calendar power-up to plan out mine and my client’s social media posts for the year. I also have a board per client so that I know exactly where I stand with all the tasks that they have mandated me to work on.


Trello card - Project ManagementWhen you create a Card you can add a description, you can add files to it so that you always have the relevant documentation relating to that task to hand.

You can add a Due Date which will send you reminders when the date is getting closer.

You can use Labels to give you a visual reminder of where the task is at. Or use this to, say, label all your Client related tasks in Yellow, all your personal business related tasks in Blue, etc… One use I have of Labels is for me and my client to know what stage of the process the task is (to draft in yellow, to translate in orange, waiting for image in red, to be authorised in blue, etc…)

You can see if a comment has been added by one of your collaborators. They can tag in the comment you using @yourname to alert you that they need your answer to a question, for example.

Trello Checklist - Project ManagementYou can add Checklist if a task can be split into several sub-tasks. The items on the Checklist can be ticked off as they get completed. At a glance you can see how many sub-tasks have been completed. This is handy if you are using processes made off several tasks and avoids forgetting one on the way. You can also reuse Checklist, quite handy if you tend to have the same processes.

Trello Checklist - Project Management


You can change the visibility of your Trello Board: you can choose whether you are the only person having access to it or if you want to make it public or just visible to your team. You can share it with your client so that they know exactly where you are in the work they send your way.

Trello Project Management

Project Management for small businesses

As a small business, there are many tools that can help you run your business easily. I suggest you try a couple of project management tools such as the ones in the article above. I have found what I needed with Trello and it has made my life simpler for running my own projects and my clients’ . I am on top of things and progress is visible.

You can easily set Trello up but, if time is an issue, contact me so that I set it up for you.

My name is Elisabeth Morice and I am a multilingual virtual assistant helping entrepreneurs, consultants or freelancers.
I offer customer service and IT support in English, French and German.
I provide solutions to allow small businesses to grow without requiring the need of full staff hire.

Contact me now for more information.

Read the English version here

Adieu la liste de tâches – Bonjour Trello

Comme décrit dans un blog précédent, je n’aime pas utiliser les listes de tâches. Elles ne font que s’allonger sans me donner la satisfaction de barrer les tâches accomplies. De plus, c’est encore un peu plus de papier sur mon bureau.

Alors, pour protéger l’environnement, et parce que j’avais besoin d’un vrai système pour être à jour dans mes projets et missions clients, je me suis intéressée aux outils Kanban. Kequoi ? Vous écriez-vous ? Kanban est un terme japonais qui veut en gros dire “signal visuel” ou “carte” et se rapporte au système utilisé par les ouvriers de Toyota pour visualiser les étapes du processus de production.

Bon, maintenant que j’ai bien montré ma science (empruntée sur internet, bien sûr), je vais vous parler des outils en ligne que j’ai testés et en particulier celui que j’utilise tout le temps. Vous trouverez une liste des logiciels de gestion de projet pour PME dans cet article très utile. De ces outils, j’ai testé Trello, Asana, Clickup et Microsoft Project, avec une préférence pour Trello pour sa facilité d’utilisation et ses fonctions collaboratives.

Un aperçu

Avec Trello, vous pouvez

  • concevoir votre workflow
  • visualiser les problèmes de ressources, les contraintes de temps, etc
  • savoir exactement où vous en êtes dans vos projets

Allons voir plus en détail.



Une des façons les plus simples d’utiliser Trello est de créer un Tableau comprenant une liste de tâches A Faire, une liste de tâches En Progrès, et une liste pour les tâches accomplies (Fait). Vous pouvez créer des cartes dans chaque liste et elles peuvent être glissées d’une liste à l’autre par la suite. Donc vous pouvez ajouter facilement vos tâches à accomplir dans votre liste A Faire et les glisser dans votre liste En Progrès une fois que vous avez commencé à travailler dessus. Enfin, une fois qu’une tâche est accomplie, elle peut être rangée dans la liste Fait. Cela vous donnera la satisfaction de voir votre liste Fait s’allonger au fur et à mesure que vous complétez vos tâches.

Ce qui est encore mieux, c’est que vous pouvez choisir de présenter votre Tableau complétement différemment si cette organisation (A Faire, En Progrès, Fait) ne vous convient pas. Personnellement, j’ai créé des Tableaux avec des postes par thème lié au Power-Up Calendrier pour planifier mes postes sur les réseaux sociaux pour toute l’année. J’ai aussi créé un Tableau par client, de façon à savoir exactement où je suis par rapport aux tâches qu’ils.elles m’ont demandées d’accomplir.


Trello Gestion de Projet

Lorsque vous créez une Carte, vous pouvez ajouter une description, vous pouvez ajouter des pièces jointes, de façon à ce que vous ayiez toujours sous la main les documents liés à la tâche en cours.

Vous pouvez ajouter une Date Limite, ce qui vous enverra des relances par email quand la date approchera.

Vous pouvez utiliser des Etiquettes pour ajouter une touche visuelle à vos tâches. Par exemple, vous pouvez utiliser l’Etiquette Jaune pour toutes les tâches liées à vos Clients, le Bleu pour toutes les tâches liées à votre entreprise, etc… Dans certains cas, j’utilise les Etiquettes pour déterminer le stade d’avancement dans le processus (à écrire en jaune, à traduire en orange, en attente d’un visuel en rouge, à valider en bleu, etc…)

Vous pouvez visualiser si un commentaire a été ajouté par l’un de vos collaborateurs. Ils.elles peuvent vous étiqueter sur un commentaire en utilisant @votrenom pour vous alerter s’ils.elles on besoin de votre réponse à une question, par exemple.

Vous pouvez ajouter une liste de contrôle pour une tâche qui doit être détaillée en plusieurs sous-tâches. Les éléments de la liste de contrôle peuvent être cochés au fur et à mesure qu’ils sont complétés, comme sur une liste papier. C’est pratique si vos processus (j’ai vérifié, c’est bien le pluriel de processus!) sont composés de plusieurs sous-tâches et cela permet de ne pas en oublier une en route. Vous pouvez aussi réutiliser des listes de contrôle, pratique si vous avez des processus récurrents. 

Trello - Gestion de Projet

D’un coup d’oeil, vous pouvez voir combien de sous-tâches ont été accomplies.

Trello - Gestion de Projet


Vous pouvez modifier la visibilité de vos Tableaux Trello : vous pouvez choisir d’être la seule personne ayant accès au Tableau, ou le rendre Public, ou juste visible par votre Equipe. Vous pouvez décider de partager votre Tableau avec votre client.e afin que vous sachiez tou.te.s les deux exactement où vous en êtes dans les différents projets sur lesquels vous travaillez pour leur compte.

Trello - Gestion de Projet

Gestion de Projet pour petites entreprises

Même si vous êtes une PME ou un.e solo entrepreneur.e, il existe des outils qui peuvent vous aider à gérer votre entreprise plus aisément. Je vous encourage à essayer deux ou trois outils de gestion de projet, tels que décrits dans l’article mentionné plus haut. Personnellement, j’ai trouvé ce dont j’avais besoin en Trello et cela m’aide à gérer mes propres projets ainsi que ceux de mes clients facilement. Je sais où j’en suis à tout moment et les progrès sont visibles.

Trello est facile à mettre en place mais si vous êtes pris par le temps, contactez-moi afin que je le configure aux besoins de votre entreprise.

Je m’appelle Elisabeth Morice et je suis assistante virtuelle. J’aide les entrepreneur.e.s, consultant.e.s et freelances.
Je propose une assistance support de clientèle et technique en anglais, français et allemand.
J’apporte des solutions pour aider les petites entreprises à grandir sans avoir besoin de recruter.

Contactez-moi pour plus d’infos

Your health and your business ~~~ Votre santé et votre entreprise

Lire la version française ici

Look after your health and your business will thank you

Today I wanted to talk about health, and in particular about the sole trader’s, the freelancer’s or the consultant’s. This status is generating stress, due to several factors, such as financial uncertainty, work overload, relationship with the public, loneliness, etc…

Here is my advice on how to keep your head and help your business live long and prosper.

Financial uncertainty

It is difficult to keep stress at bay when you don’t know how much you are going to earn this month and if it is going to cover your bills. Surround yourself with efficient and proactive collaborators (accountant, assistant, web designer…) who will be able to take some of this stress away from you.

Stay connected with your network of entrepreneurs so that you can share your common issues. It is important to have other entrepreneurs around you who understand the problems that come with running your own business.

Furthermore, pick and choose your clients. What I mean by that is that you don’t have to answer everybody’s prayers. It is completely ok to tell a prospect that you won’t be able to help them with their project but that X might be able to help them. If the first contacts with a potential client are a bit weird or iffy, listen to your guts. A client who haggles about every little thing right from the start will not get any better the longer your work with them.

Work overloadwork overload

Learn to say no. N.O. Simples! Earlier in this blog I was inviting you to say no to potential clients if they were not a good fit. Similarly, I would argue that if you are already working all hours, do not take on new projects, thinking that the client will not come back if you turn them down. If you lay down your availability, the client will wait. If they don’t, another one will turn up when you are more available to take on their project.

In parallel, take stock of your strengths and weaknesses. There is no need to take on a job that is not in your genius zone. It is important to know what you can do with your hands tied down and what you can’t.

I would add to this that you should get organised to overcome difficulties. Again, this means surrounding yourself with efficient collaborators, project your business in the future, use tools and work methodologies that make your life easier.

Dealing with the public

When you run your own business, customer relationships can be hard to deal with and can bring on stress. A solution to lower the stress levels is to delegate this side of your activity if it is too much of a burden. However if that isn’t possible, be clear with your customers about your availability. Don’t take everything to heart, listen to your public, accept your mistakes and fix them. I remember a plumber who told me that he didn’t have an answering machine because he got fed up with insulting messages from irate clients who needed his help over the weekend. I couldn’t help thinking that a simple message stating the opening hours and a number to call in case of emergency would have gone a long way to appease the most irritable of his clients. In any rate, it wouldn’t have alienated the rest of his clientele.

Fighting loneliness

It is common for a sole trader to feel alone when facing decisions in the running of their business. Don’t hesitate to surround yourself with sympathetic people and to invest time in building your professional relationships network. Even if I find approaching new people very daunting, I force myself to attend a least one networking event a month. I don’t go to those events with the notion of finding new clients, but I am seeking people who I feel connected with somehow, with whom I would like to start projects, people who would be happy to share advice on running a business.

Another way to lessen this feeling of loneliness is to let yourself be helped (by a coach, join a business incubator, etc…). I am very lucky to belong to a community of like minded female entrepreneurs, to have access to mentoring, to attend workshops on themes linked to running your own business, and many more. My suggestion is to try several groups or coaches until you find what fits your needs.

Take care of yourself

When you run your own business, the well seated assumption is that you have to work long and hard to gain results. As the saying goes “fair and softly goes far in a day”. My advice therefore is to review your working conditions:

  • is your working space comfortable? Your chair, your desk, your kitchen table?
  • is your environment fit for purpose?
  • do you take regular breaks? away from the screen if you work on computers all day, standing up if you are mostly sitting down…

In addition to this you should make sure you are getting enough sleep, eat healthy and balanced meals, and practice some regular physical activity. Obviously this doesn’t just apply to sole traders, but I feel it is all the more important to listen to our own bodies for our own benefit as well as for our business’.

Finally, I would add that you have to allow yourself to disconnect in the evening, at the weekend or for a few days/weeks holiday. I recently heard the testimony of a freelance who hadn’t had a day off in over 8.5 years of running his own business. In his own words, he was going nuts! You have every right to limit your availability to your clients. They themselves have a life outside of work, so why shouldn’t you? Switch off your business phone, separate your personal from your business emails, remove notifications. If your activity needs to be 24/7 then delegate what you can.


To ensure the good health of your business, look after your own. Listen to your body and your instinct. Granted, it is hard to do when you are caught in the daily grind. Start small, make small changes where you think you can and often a snowball effect will happen. There are so many advantages to being a sole trader that it would be a shame to not enjoy them.

So, what changes will you make to your daily routine of entrepreneur?

Read the English version here

Entrepreneur en bonne santé = entreprise en bonne santé

Aujourd’hui je voulais parler un peu de la santé, et en particulier de celle de l’auto entrepreneur, du freelance ou du consultant. Beaucoup de facteurs font que ce statut est porteur de stress, tels que l’incertitude financière, la surcharge de travail, les relations avec le public, la solitude, etc.

Voici quelques conseils pour rester serein.e et faire en sorte que notre entreprise soit pérenne.

Incertitude financière

C’est difficile de ne pas être stressé.e quand on ne sait pas combien on va rentrer de CA ce mois-ci et si on va pouvoir payer les factures. Entourez-vous de collaborateurs efficaces et proactifs (comptable, assistant, web designer) qui vous déchargeront d’une part de stress.

Restez connectés à votre réseau de pairs pour pouvoir discuter de vos soucis communs. C’est important d’avoir d’autres entrepreneurs dans votre entourage qui comprennent les problématiques du statut de chef d’entreprise.networkingD’autre part, choisissez bien votre clientèle. C’est-à-dire que vous n’êtes pas tenu.e de répondre à toutes les demandes. Il est tout à fait convenable de dire à un prospect que leur projet n’est pas tout à fait dans vos cordes et que concurrent X serait plus à même de les aider. Si les premiers contacts avec un client potentiel sont épineux ou douteux, écoutez votre instinct. Un client qui titille dès le début pour des broutilles ne va pas s’affiner avec le temps, ce n’est pas comme le camembert!

Surcharge de travail



Il faut savoir dire non. De même qu’au point plus haut je vous incitais à dire non à certains clients potentiels, si vous êtes déjà au maximum en charge de travail, n’acceptez pas de projet en plus, sous prétexte que si vous dites non le client ne reviendra pas. Si vous expliquez clairement vos disponibilités, le/la client.e attendra. S’il/elle n’attend pas, un.e autre viendra avec un autre projet quand vous serez plus disponible pour l’entreprendre sereinement.

Il faut aussi savoir bien cibler ses domaines d’intervention. Connaissez bien vos forces et vos faiblesses. Ce n’est pas la peine de se lancer dans un projet qui n’est pas dans votre zone de génie. Il est important de savoir ce qu’on peut faire les yeux fermés et ce qu’on ne peut pas faire.

Il faut aussi savoir s’organiser pour surmonter les difficultés. Cela revient à s’entourer de collaborateurs efficaces, à se projeter dans l’avenir, à mettre en place des outils et des méthodes de travail qui vous simplifient la vie.

Relations avec le public


En tant qu’entrepreneur, les relations avec la clientèle peuvent être dures à gérer et aussi porteuses de stress. La solution pour atténuer ce stress est de déléguer cette partie de l’activité si c’est un gros problème. Si cette solution n’est pas possible, soyez clair.e avec vos clients par rapport à votre disponibilité. Ne prenez pas tout à cœur et écoutez votre public, et surtout sachez vous remettre en question. J’ai en mémoire un plombier qui n’avait pas de répondeur téléphonique car il en avait assez des messages d’insultes laissés par les clients parce qu’il n’était pas disponible le weekend. La mise en place d’un simple message expliquant les horaires et peut-être une recommandation d’un autre numéro pour les urgences auraient été des mesures suffisantes pour apaiser les clients les plus irritables. En tout cas, cela n’aurait pas exaspéré tous les autres clients raisonnables.


solitudeIl est courant pour un.e entrepreneur.e de se sentir seul.e dans la prise de décision et dans l’exercice de son travail. Il ne faut surtout pas hésiter à s’entourer de gens bienveillants et à investir du temps dans la création d’un réseau de relations professionnelles. Même si je trouve cela très difficile d’approcher les gens, je me force à aller à un événement de réseautage une fois par mois au minimum. Je n’y vais pas pour trouver des clients mais pour rencontrer des gens avec qui je pourrais avoir des affinités, avec qui je pourrais monter des projets, des gens qui accepteraient de me conseiller dans l’exercice de mon activité.

Une autre parade à la solitude est de se former et de se faire accompagner (par un coach, par une pépinière d’entreprise ou autre). J’ai la chance de faire partie d’une communauté d’entrepreneures, d’avoir accès à du mentoring, des ateliers sur divers sujets autour de l’entreprenariat, et bien d’autres choses. Il faut essayer plusieurs groupes afin de trouver celui qui vous convient et qui répondra à vos attentes.

Prendre soin de soi

La tentation de l’autoentrepreneur est de travailler dur et de longues heures pour obtenir des résultats. Il est pourtant bien connu que qui veut aller loin ménage sa monture. Je conseille de passer en revue vos conditions de travail:

  • êtes-vous bien installée.e ?
  • votre environnement de travail est-il confortable et ergonomique?
  • prenez-vous des pauses régulières, loin de l’écran si vous travaillez toute la journée sur l’ordinateur, debout si vous travaillez assis.e à un bureau…

Il s’agit aussi de prendre soin de dormir suffisamment, de manger des repas variés et équilibrés et de faire de l’activité physique régulièrement. Ces conseils ne s’appliquent pas qu’aux autoentrepreneurs, bien entendu, mais il est d’autant plus important pour nous d’écouter notre corps pour notre bien mais aussi pour celui de notre entreprise.

Pour finir, j’ajouterais qu’il faut se donner le droit de déconnecter le soir, le weekend ou pour quelques jours/semaines de congé. J’ai entendu récemment le témoignage d’un freelance qui n’avait pris aucun jour de congé en 8,5 ans d’activité. Lui-même admettait qu’il en devenait fou ! Pour autant, il est tout à fait correct de limiter sa disponibilité à la clientèle. Vos clients ont une vie en dehors du travail, pourquoi pas vous? Débranchez votre téléphone pro, séparez votre messagerie professionnelle de votre messagerie personnelle, désactivez les notifications. Si votre activité doit être 24h/24 alors déléguez ce qui peut l’être.


Pour la bonne santé de votre entreprise, prenez soin de la vôtre. Il s’agit d’écouter son corps et son instinct. La difficulté est que quand on est la tête dans le guidon, il est difficile de faire de l’introspection. Commencez petit, faites de petits changements là où vous pensez pouvoir en faire et il y a souvent un effet boule de neige qui se produit. Il y a tellement d’avantages à l’entreprenariat que ce serait dommage de passer à côté.

Et vous, quels changements allez-vous apporter dans votre quotidien d’entrepreneur?

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