As the holiday season gets rolling, its a natural chance for us to take a moment and think about the people and businesses who are important to us, and express our thanks to them in very tangible ways. It might be a holiday party for employees and associates, perhaps a card or gift basket for important clients and sources of referrals. This one time of year, we make the time to express the appreciation that we likely feel all year round, but are too busy, etc. to do much meaningful about it. This time of year is our "catch-up" time for our good tidings and feelings of appreciation.
No matter the occassion, we all like to give gifts that are remembered by others - ones whose impact on the recipient is lasting and deep. Sometimes its hard to do this for our business relationships, partly due to the time and money we have to devote to the gifts for these relationships, and sometimes because we simply don't know those people well enough to find something truly unique or special for them.
So, here's a simple idea which might help you give incredibly valuable and memorable gifts to those other businesses that are important to yours. And, best of all, its free!
As you are preparing your holiday card for each business or associate this year, take a moment and think through your network of associates, friends, mentors, customers, etc., and see if you can identify just one single person or business from amongst that vast, diverse group to refer to the recipient of that card. Now, a quick email or phone call to that person or business to see if its okay for you to include their name and contact info in the card for an after-holiday-season follow-up by the recipient, and voila, your card now includes a gift with an opportunity to provide a lasting and memorable benefit - a warm lead for future business. I can't imagine a better business-to-business gift than that.
Most of us already get enough fruitcakes and gift cards from family and friends during the holidays. Here is our chance to do something truly special for those who are most important to us in our businesses. How many of your business contacts will truly remember and deeply appreciate your gift of a high quality referral this year?
Outside feedback....from WAY outside
At a keynote presentation I made a few weeks back, I learned of an interesting project that the business owners of that town had recently undertaken. They had arranged for business owners from another town about 200 kms away to spend a day secretly visiting their businesses, and examining the town as a whole for how it assists them by way of signage directing visitors to the main commercial area, etc.. They, in turn, then spent a day in the other city returning the favour, and afterwards, the two towns exchanged reports on what they saw, where they felt improvements could be made, etc..
While these folks ended up disappointed with the quality of the report they received from the other town, I think the idea is a great one. In Trucker Management, we talk about the need to have people other than yourself (employees, customers, etc.) do the same Circle Checks of your business space that you should be doing, in order to get an unbiased, third-party evaluation. This idea of partnering with people who pose no immediate competitive threat to your own businesses by being geographically distant enough, simply takes that notion of independent feedback to the next level.
Perhaps you should consider approaching your local Chamber of Commerce or other business association to organize a similar partnering program for your city or town!
While these folks ended up disappointed with the quality of the report they received from the other town, I think the idea is a great one. In Trucker Management, we talk about the need to have people other than yourself (employees, customers, etc.) do the same Circle Checks of your business space that you should be doing, in order to get an unbiased, third-party evaluation. This idea of partnering with people who pose no immediate competitive threat to your own businesses by being geographically distant enough, simply takes that notion of independent feedback to the next level.
Perhaps you should consider approaching your local Chamber of Commerce or other business association to organize a similar partnering program for your city or town!
Attitude + Preparedness = Excellence
I was at a client's the other day, and overheard the administrator/receptionist on the phone speaking with someone trying to visit their offices, which are located within a larger complex and around which parking is very hard to find. After she gave very concise and helpful driving directions to the person on the phone (who was obviously new to the city) and discussing parking options, it became pretty clear from the conversation that the driver didn't have any change for parking meters (it turns out, in fact, he had just recently arrived from overseas).
Without hesitation, this staff person offered to bring change down to the street to give to him as he drove up, hand him the change through his window, and then he could be off to find a spot. This was a great example of attitude and preparedness combining for an excellent experience. Not only was the staff person happily willing to accomodate this person by travelling down the four stories and out into the street on a rainy day, but already had a petty cash fund in her drawer that she simply dipped into to find the funds.
She didn't need to ask permission from anyone to go out, nor did she have to search for the funds or use her own money. The company itself was prepared by having provided her the money and the freedom of decision-making in advance to enable this offer to be made by her, and her own attitude provided the willingness to make it happen.
What would happen in your business if there was a similar call/request come in? Would there be a similarly easy and positive experience?
Without hesitation, this staff person offered to bring change down to the street to give to him as he drove up, hand him the change through his window, and then he could be off to find a spot. This was a great example of attitude and preparedness combining for an excellent experience. Not only was the staff person happily willing to accomodate this person by travelling down the four stories and out into the street on a rainy day, but already had a petty cash fund in her drawer that she simply dipped into to find the funds.
She didn't need to ask permission from anyone to go out, nor did she have to search for the funds or use her own money. The company itself was prepared by having provided her the money and the freedom of decision-making in advance to enable this offer to be made by her, and her own attitude provided the willingness to make it happen.
What would happen in your business if there was a similar call/request come in? Would there be a similarly easy and positive experience?
What is wrong with this picture
I had to rent a car the other day, it was a PT Cruiser. Not a bad car, but I was a little disappointed, it was missing 1 thing...
Can you guess what..
Can you guess what..
Earn your degree with us! (sorta)
I was in our local Chapters book store the other day, and saw that Trucker Management: Driving Your Small Business to Success, our small business management guidebook, was displayed prominently on one of their walls that they had designated as their "Indigo MBA" section (Indigo is the chain of their sister stores), with several business and finance books included alongside ours.
So, it seems our little book has been drafted into service as one of the "textbooks" of this little bookstore fantasy graduate degree. I wonder if that now lets me refer to myself as "Professor".....likely only in the same make-believe world where this Indigo MBA is granted!!
So, it seems our little book has been drafted into service as one of the "textbooks" of this little bookstore fantasy graduate degree. I wonder if that now lets me refer to myself as "Professor".....likely only in the same make-believe world where this Indigo MBA is granted!!
What's your Sign say about you?
I really wish I had a picture of this one, really. But I will try to draw you a mental picture of it. I was driving passed a very busy intersection on the weekend when I saw one of those light up changeable sign boards for a nationally recognized tutoring business. It started with 'does your 3-5 year old know how to read?' so it caught my attention as I have a 5 year old. So I continued to read and was totally shocked at the next line - 'bring them in so we can touch them'.
WOW!
I hoping that they either meant touch them as inspire them to read or 'teach them'. Someone really needed to be checking (AND FIXING) that sign on the way in. I can tell you one thing for sure, I'm in no hurry to take my son in to be 'touched'!
WOW!
I hoping that they either meant touch them as inspire them to read or 'teach them'. Someone really needed to be checking (AND FIXING) that sign on the way in. I can tell you one thing for sure, I'm in no hurry to take my son in to be 'touched'!
"Small Business, Big News" Signs
I was driving on the highway between Vernon and Kelowna, BC last week, and at the roadside I saw a homemade sign congratulating someone on their first hole-in-one. It was a simple, hand-painted piece of wood with the happy message painted on in sloppy but legible letters.
Immediately, my brain flipped to the possibilities of how such a simple means of communication could be used by small business owners to give and receive similar congratulations on their business achievements. It would be easy for a group of business owners (perhaps via a Chamber of Commerce, a trade association, Business Improvement Association, home business association, etc.) to work with municipal authorities to create a "small business, big news" sign somewhere in town, celebrating the successes of its daring and dedicated entrepreneurs of all scales and sizes.
It need not be anything more complicated than your standard message sign with a few lines of space for the interchangable letters, like we see used commonly by businesses to advertise sales, etc.. Build one of those message boards into a sturdy, permanent brace, perhaps "prettied" up a bit with an overhead piece that says something like "Small business success!" (or something less cheesy and more original!), and allow the message below to change regularly to tout the achievements of local business owners - expanding to a new location, growing staff, winning an award, celebrating a "milestone" of length of time in business. The possibilities are countless.
In "Trucker Management", we talk about the need to toot your own horn at times as a small business owner. Maybe here's a way to amplify your horn so more people hear it!!
The silver lining can be golden for you!
As many small businesses have been hit hard by the current economic situation, many towns are having more and more empty storefronts appear as merchants have to close down shop. At an event I was speaking at the other night, the merchants of a small town were talking about the possibilities it presented for their surviving businesses, in perhaps providing some additional space in which they can promote their businesses.
Landlords of vacant spaces will usually want to avoid empty, or brown-papered, windows at all costs. If you were to approach the owners of vacant commercial or retail space with nice big windows in high-traffic areas, you can likely come to an agreement that will allow you to use their windows as another display area for your own business, even if its only for a short while before they rent the space again. In fact, these spaces might allow you to do some really innovative and cool, eye-catching things you can't do in your own window or display space. And, if an entire window is too much space for you, partner with some of the other businesses around yours to create something that makes people stop and notice, and become more aware of all of your businesses.
As tragic as these times can be for the loss of other small businesses, sometimes there can be a silver lining amidst it for your own. Will you take advantage of it, and turn it into gold?
Landlords of vacant spaces will usually want to avoid empty, or brown-papered, windows at all costs. If you were to approach the owners of vacant commercial or retail space with nice big windows in high-traffic areas, you can likely come to an agreement that will allow you to use their windows as another display area for your own business, even if its only for a short while before they rent the space again. In fact, these spaces might allow you to do some really innovative and cool, eye-catching things you can't do in your own window or display space. And, if an entire window is too much space for you, partner with some of the other businesses around yours to create something that makes people stop and notice, and become more aware of all of your businesses.
As tragic as these times can be for the loss of other small businesses, sometimes there can be a silver lining amidst it for your own. Will you take advantage of it, and turn it into gold?
What's wrong with this picture?
I don't think this one needs explanation. What do you see? I think this store owner needed to use one of our circle check sheets!
Communication Breakthroughs!
If you are like Led Zeppelin and have experienced "communications breakdowns" that "drive you insaaaane" (my best textual Robert Plant impersonation!), I have good news. I know a couple of communication superstars. Like most real entrepreneurial innovations that impress me, and often motivate me to rave about them here, these are very simple, and immediately implementable by anyone.
Business communications are a messy and noisy realm these days, with all of the electronic options available to us in getting our message out to prospects, clients, associates, and service providers alike. And, there are inherent challenges in using these modern modes of communicating. For example, the inability to express emotions in emails (other than silly emoticons) can lead to misinterpretations and misunderstandings that harm business relationships. And, using emails as a promotional medium means you have to fight through the spam-weary recipients to actually get your message read.
My communication superstar #1 is a client who has put a very simple, but I thought very effective, message as part of his "signature" for emails sent from his mobile. Instead of the stock "Sent from my wireless device", he has made his say "Sent from my mobile device (please excuse conciseness and typos)". A subtle, but effective, way to let you know very plainly why his response might be as it is, and takes away most opportunities for the recipient to deem a short message as abrupt or rude, or one containing spelling errors as unprofessional.
My communication superstar #2 is a client who uses a monthly e-newsletter to share info about his business, info about upcoming shows and performances (he is a magician and speaker) and includes a link to view a video trick of the month (check his site out at www.trommater.com). At the very top of every newsletter, he lists the word count and number of minutes required to read the message. So, for busy recipients wading through overflowing inboxes, they can tell right away that Dan only wants about 2 minutes of their time. This helpful quantifying of the time commitment involved HAS to help these messages get read, instead of immediately being trashed or ignored because its unknown by the reader how long it might take to get through it. Maybe this kind of thing is common practice in e-marketing and I've been too quick on the "delete" button for others to notice, but Dan's newsletter is the only one I can recall seeing this innovation on.
Once again, "simple" rules the day in effective innovations or improvements to doing business. How will you become a communication superstar in your business?
Business communications are a messy and noisy realm these days, with all of the electronic options available to us in getting our message out to prospects, clients, associates, and service providers alike. And, there are inherent challenges in using these modern modes of communicating. For example, the inability to express emotions in emails (other than silly emoticons) can lead to misinterpretations and misunderstandings that harm business relationships. And, using emails as a promotional medium means you have to fight through the spam-weary recipients to actually get your message read.
My communication superstar #1 is a client who has put a very simple, but I thought very effective, message as part of his "signature" for emails sent from his mobile. Instead of the stock "Sent from my wireless device", he has made his say "Sent from my mobile device (please excuse conciseness and typos)". A subtle, but effective, way to let you know very plainly why his response might be as it is, and takes away most opportunities for the recipient to deem a short message as abrupt or rude, or one containing spelling errors as unprofessional.
My communication superstar #2 is a client who uses a monthly e-newsletter to share info about his business, info about upcoming shows and performances (he is a magician and speaker) and includes a link to view a video trick of the month (check his site out at www.trommater.com). At the very top of every newsletter, he lists the word count and number of minutes required to read the message. So, for busy recipients wading through overflowing inboxes, they can tell right away that Dan only wants about 2 minutes of their time. This helpful quantifying of the time commitment involved HAS to help these messages get read, instead of immediately being trashed or ignored because its unknown by the reader how long it might take to get through it. Maybe this kind of thing is common practice in e-marketing and I've been too quick on the "delete" button for others to notice, but Dan's newsletter is the only one I can recall seeing this innovation on.
Once again, "simple" rules the day in effective innovations or improvements to doing business. How will you become a communication superstar in your business?
Who do you answer to?
Earlier this year I enrolled in an entrepreneurial coaching program that helps successful entrepreneurs take their businesses to even greater levels, and achieve a better work-life balance in the process. We meet in person for a full day every three months, and receive incredible tips and practical tools to help us implement the ideas we have discussed.
The program would have some value even if it only offered the training and these accompanying tools. But, I would suspect like most entrepreneurs, even if I have been given all the tools in the world to make this kind of thinking and changing as easy as possible, I know that I still am not very likely to actually implement most of it. Same old excuses we all use - too busy, too tired, no resources, etc..
But, the true genius of this program is that it has a high degree of accountability hard-wired into its structure. Throughout every session I attend, not only am I learning the new ideas presented, but I am also continually having to answer for how much/well I have implemented the ideas from prior sessions. I am now, in essence, accountable to my coach and the 20 or so other entrepreneurs in the room as to the progress I am making in utilizing what we've been taught. Makes it much harder to let all these tools and ideas simply go to waste, for fear of looking foolish in a room full of successful people.
I had actually thought about this idea of creating third-party accountability for my business a little while ago, even before I began this program. Being the sole owner of my business, I have no Board of Directors, or similar group, to answer to. I have a network of associates, friends and mentors who I will continually bounce ideas off of, but no one to "answer to", no one who is aware of my goals and will hold me accountable for my results.
I think most of us are wired like that, for whatever reason - whether its natural procrastination, or some subconcious fears or apprehensions, or simply a lack of devoted time to do it, most of the time we all have trouble actually executing plans with any reasonable degree of urgency, especially "big" ideas, like strategic changes in your business. So, we all need to find a mechanism that creates that urgency.
I think all small business owners should have a formal entity to which they answer. Call it a Board of Advisors, call it a Mentoring Panel, whatever - but a small group of selectively-recruited people (on a voluntary basis, who have your best interests in mind and relevant skills to offer) with a specific mandate (help you grow your business) and responsibilities (set, regular meeting dates, meetings with agendas and written reports, etc.).
I have committed to have mine in place before the end of this year, and in fact, a colleague of mine and I who are looking at starting a business together in the future have already discussed the need for such a group for us in that business as it comes to fruition.
Who will you answer to in yours?
The program would have some value even if it only offered the training and these accompanying tools. But, I would suspect like most entrepreneurs, even if I have been given all the tools in the world to make this kind of thinking and changing as easy as possible, I know that I still am not very likely to actually implement most of it. Same old excuses we all use - too busy, too tired, no resources, etc..
But, the true genius of this program is that it has a high degree of accountability hard-wired into its structure. Throughout every session I attend, not only am I learning the new ideas presented, but I am also continually having to answer for how much/well I have implemented the ideas from prior sessions. I am now, in essence, accountable to my coach and the 20 or so other entrepreneurs in the room as to the progress I am making in utilizing what we've been taught. Makes it much harder to let all these tools and ideas simply go to waste, for fear of looking foolish in a room full of successful people.
I had actually thought about this idea of creating third-party accountability for my business a little while ago, even before I began this program. Being the sole owner of my business, I have no Board of Directors, or similar group, to answer to. I have a network of associates, friends and mentors who I will continually bounce ideas off of, but no one to "answer to", no one who is aware of my goals and will hold me accountable for my results.
I think most of us are wired like that, for whatever reason - whether its natural procrastination, or some subconcious fears or apprehensions, or simply a lack of devoted time to do it, most of the time we all have trouble actually executing plans with any reasonable degree of urgency, especially "big" ideas, like strategic changes in your business. So, we all need to find a mechanism that creates that urgency.
I think all small business owners should have a formal entity to which they answer. Call it a Board of Advisors, call it a Mentoring Panel, whatever - but a small group of selectively-recruited people (on a voluntary basis, who have your best interests in mind and relevant skills to offer) with a specific mandate (help you grow your business) and responsibilities (set, regular meeting dates, meetings with agendas and written reports, etc.).
I have committed to have mine in place before the end of this year, and in fact, a colleague of mine and I who are looking at starting a business together in the future have already discussed the need for such a group for us in that business as it comes to fruition.
Who will you answer to in yours?
A creative idea that truly "moves" you
I was in Toronto last year and saw a really unique idea a small business was using to help get noticed and gain a bit of a competitive advantage in a very crowded marketplace.
I saw a cube van driving around that belonged to an independent mortgage company, and though I can't remember the exact wording on the truck, it was very clear that if you got your mortgage with them, they'd let you use this cube van for free to help move you into your new place.
Competing against all the giant financial institutions, I thought this entrepreneur really tapped into a clever idea to stand out for potential clients.
How can you "move" prospects to choose to do business with you today?
I saw a cube van driving around that belonged to an independent mortgage company, and though I can't remember the exact wording on the truck, it was very clear that if you got your mortgage with them, they'd let you use this cube van for free to help move you into your new place.
Competing against all the giant financial institutions, I thought this entrepreneur really tapped into a clever idea to stand out for potential clients.
How can you "move" prospects to choose to do business with you today?
Can I hear your "watercooler"?
Designing the customer-accessible areas of your business space is a tricky task - there are considerations of logistics, convenience, decor, functionality, etc.. No matter the type of business you operate - retail, professional service, hospitality, trades - there will likely be a "watercooler" space that your employees will naturally assemble at, mingle and chat with one another. Its kind of like the kitchen at a house party - some place where people will naturally congregate and talk. And, it might not be a place you would have expected in designing the space. But, effective managers or owners will watch their staff's behaviour to learn where the watercooler is, and determine if it is having any negative impact on the business.
I was in a restaurant the other day where the order entry/cash register terminal seemed to be the natural gathering point. When the space was designed, the location of this was obviously chosen for convenience - it was exactly between the two dining rooms, just beside a group of tables, and near the entrance to the kitchen - likely the seemingly "perfect" place for ease of use by the staff.
But, by also becoming the "watercooler", it might have some repercussions the owners didn't think about. As 3 or 4 staff habitually gathered there between trips to the tables and kitchens, they engaged in the kind of friendly conversation that you would hope for between staff. But, in this instance, it included one staff member telling the others about having to wait for a medical diagnosis for one of his family members, and how he really didn't want to be at work because as soon as his cell phone went off with the news, he was likely leaving.
He wasn't my server so I can't tell if his level of service was impaired (understandably so, if that was the case), but because I was within earshot of the "watercooler", I heard it all, and was left to feel uncomfortable, as if I was intruding on a very personal conversation. Imagine if the watercooler conversation was something even more uncomfortable, perhaps even offensive? How would that make those patrons within earshot feel?
If I were to come into your business, could I hear your watercooler?
I was in a restaurant the other day where the order entry/cash register terminal seemed to be the natural gathering point. When the space was designed, the location of this was obviously chosen for convenience - it was exactly between the two dining rooms, just beside a group of tables, and near the entrance to the kitchen - likely the seemingly "perfect" place for ease of use by the staff.
But, by also becoming the "watercooler", it might have some repercussions the owners didn't think about. As 3 or 4 staff habitually gathered there between trips to the tables and kitchens, they engaged in the kind of friendly conversation that you would hope for between staff. But, in this instance, it included one staff member telling the others about having to wait for a medical diagnosis for one of his family members, and how he really didn't want to be at work because as soon as his cell phone went off with the news, he was likely leaving.
He wasn't my server so I can't tell if his level of service was impaired (understandably so, if that was the case), but because I was within earshot of the "watercooler", I heard it all, and was left to feel uncomfortable, as if I was intruding on a very personal conversation. Imagine if the watercooler conversation was something even more uncomfortable, perhaps even offensive? How would that make those patrons within earshot feel?
If I were to come into your business, could I hear your watercooler?
Would you think to Circle Check this??
In our book, Trucker Management, we talk about the importance of regularly doing a Small Business Circle Check in your business.
A Circle Check is essentially a brief pause and chance to objectively look at your business space through the same scrutinous eyes of a first-time visitor, rather than with your usual "million-things-on-my-mind-as-I-rush-in-and-out-the-door" eyes. This way, things that might reflect poorly on your business and easily be overlooked amidst the day-to-day rush of things have an opportunity to be noticed, and more importantly, addressed. If some part of your premises is in disrepair or dirty, if your signs and other notices are outdated, or some other "let-down" in your business has occurred, a Circle Check will let you identify and fix it before too many people have the opportunity to see it.
To aid with this, we suggest creating a checklist (or customizing one of the ones we have created), and include on it the different areas of the business space (interior, exterior), viewing things from different angles or viewpoints, etc.. There are a lot of "obvious" things or places to include on your Checklist, but often times, there are aspects of your business which ought to be included in these regular Checks that you might forget about.
One of my favorite ones is your voicemail/phone answering message. Is it current, is it clear? How about your hold music if you use some - I can't tell you how many businesses I have called where the tuning for the hold music has somehow been thrown off whatever station it was set to (yes, with all the available technology, things were still connected to an FM radio), and the caller hears an earful of static. Most business owners won't ever have to listen to their on-hold music or messaging in the course of their daily work, but things like this definitely need to be checked regularly.
However, I came across one the other day for one I hadn't thought of. I received a cash register receipt from a store, dated July 23rd, and the receipt had a printed message that said "Starting on February 15th there will be a change to our returns policy." Kudos for the initial insight to include this warning/notice to customers on the receipt way back in January or February, but that's a message that's more than a little stale by July 23rd. Even if it was still important that this change be communicated on the receipts, the message ought to at least be changed to "Since February 15th, there has been a change to our returns policy.", or something else more current and accurate.
Is your cash register receipt or invoicing documents included on your Circle Check? What else have you forgotten?
A Circle Check is essentially a brief pause and chance to objectively look at your business space through the same scrutinous eyes of a first-time visitor, rather than with your usual "million-things-on-my-mind-as-I-rush-in-and-out-the-door" eyes. This way, things that might reflect poorly on your business and easily be overlooked amidst the day-to-day rush of things have an opportunity to be noticed, and more importantly, addressed. If some part of your premises is in disrepair or dirty, if your signs and other notices are outdated, or some other "let-down" in your business has occurred, a Circle Check will let you identify and fix it before too many people have the opportunity to see it.
To aid with this, we suggest creating a checklist (or customizing one of the ones we have created), and include on it the different areas of the business space (interior, exterior), viewing things from different angles or viewpoints, etc.. There are a lot of "obvious" things or places to include on your Checklist, but often times, there are aspects of your business which ought to be included in these regular Checks that you might forget about.
One of my favorite ones is your voicemail/phone answering message. Is it current, is it clear? How about your hold music if you use some - I can't tell you how many businesses I have called where the tuning for the hold music has somehow been thrown off whatever station it was set to (yes, with all the available technology, things were still connected to an FM radio), and the caller hears an earful of static. Most business owners won't ever have to listen to their on-hold music or messaging in the course of their daily work, but things like this definitely need to be checked regularly.
However, I came across one the other day for one I hadn't thought of. I received a cash register receipt from a store, dated July 23rd, and the receipt had a printed message that said "Starting on February 15th there will be a change to our returns policy." Kudos for the initial insight to include this warning/notice to customers on the receipt way back in January or February, but that's a message that's more than a little stale by July 23rd. Even if it was still important that this change be communicated on the receipts, the message ought to at least be changed to "Since February 15th, there has been a change to our returns policy.", or something else more current and accurate.
Is your cash register receipt or invoicing documents included on your Circle Check? What else have you forgotten?
From pet leashes to the toy box
I was in Merrickville, Ontario recently and saw a very simple, yet likely very effective, idea that a local business had implemented to make it easier for some of their customers to do business with them. For those that don't know, Merrickville is a small village along the historic Rideau Canal, that has a number of craft and artisan-type shops - a fun place for people to wander and browse, especially in summer.
As I was entering a small independant ice cream shop on the main street, I noticed that they had a "pet leash hook" installed on the front of their shop, just to the side of the entrance, with a small sign over it to explain what it was. Nothing fancy, a simple hook with a one-way locking arm screwed into the building, no more than a couple of bucks at the hardware store.
But what a difference it must make for their potential customers who are walking dogs, craving a nice homemade ice cream cone, and otherwise might be stuck trying to figure out how to make a purchase! No need to leave one person in a group outside to hold the leash while everyone else goes in, no need to worry about asking if its okay if the dogs come in, no wondering about the dogs' safety tied to the stop sign post a few metres away, the nearest such item to tie off to.
Are people out walking with their pets a huge portion of their clientele? No, of course not - I'd guess no more than 5-10% during the peak summer months of July and August. But this shop found a simple and easy way to make it SO much easier for this small sub-segment of their clientele to do business with them.
I got thinking about how to apply this to my own business. I have a number of clients with small children, but only a very few number of them who ever actually have to bring them into my office with them when meeting with me. But, for those instances, perhaps a dozen a year, the meetings are often rushed and awkward, with impatient and bored kids wanting to do anything but have to sit in a dull office while their parent talks to me (and understandably so!).
So, I have brought a couple of toys into the office to have them on hand now for the few instances when this happens. Hopefully, the result will be similar to the ice cream shop and its pet leash - something simple that I've done in my business to make it markedly easier for a small segment of my clients to do business with me.
Now, if only I could get an ice cream machine in here......
As I was entering a small independant ice cream shop on the main street, I noticed that they had a "pet leash hook" installed on the front of their shop, just to the side of the entrance, with a small sign over it to explain what it was. Nothing fancy, a simple hook with a one-way locking arm screwed into the building, no more than a couple of bucks at the hardware store.
But what a difference it must make for their potential customers who are walking dogs, craving a nice homemade ice cream cone, and otherwise might be stuck trying to figure out how to make a purchase! No need to leave one person in a group outside to hold the leash while everyone else goes in, no need to worry about asking if its okay if the dogs come in, no wondering about the dogs' safety tied to the stop sign post a few metres away, the nearest such item to tie off to.
Are people out walking with their pets a huge portion of their clientele? No, of course not - I'd guess no more than 5-10% during the peak summer months of July and August. But this shop found a simple and easy way to make it SO much easier for this small sub-segment of their clientele to do business with them.
I got thinking about how to apply this to my own business. I have a number of clients with small children, but only a very few number of them who ever actually have to bring them into my office with them when meeting with me. But, for those instances, perhaps a dozen a year, the meetings are often rushed and awkward, with impatient and bored kids wanting to do anything but have to sit in a dull office while their parent talks to me (and understandably so!).
So, I have brought a couple of toys into the office to have them on hand now for the few instances when this happens. Hopefully, the result will be similar to the ice cream shop and its pet leash - something simple that I've done in my business to make it markedly easier for a small segment of my clients to do business with me.
Now, if only I could get an ice cream machine in here......
Are you open?
Happy Mothers Day to me! Today, while I was having a nice hot bath while the family went to get me my coffee, a Trucker Management moment presented itself. Not to me, but to my hubby. He went to a different Starbucks then usual (that's where the problem started) and pulled into the drive thru, waited for about 10 minutes and no one came. So he pulled around front and finally found the hours on the door, which if he squinted just right it looked like they open at 7, but it was only 6:55am so he went to get gas first then would get coffee. He came back at 7:10 but still no one around. So he thought maybe they were just getting a late start and waited for another 10 minutes and still nothing. Finally he got out of the car to go read the 14 point font on the door for the hours and it didn't open until 7:30! So, he left and went to our usual store. The funny thing is, is that we use this exact example in Trucker Management. Most people need to know your hours when they're in the car. So test your hour sign, can be seen from the road, parking lot or car? Is it posted at your drive thru? Not to mention, that today it's the mothers who had to be up before 730 that really needed a coffee!
What's so freaking hard about keeping a list?
I have had two occassions in the past few months where I asked local businesses to put me on a "notification list" for something, only to be told both times that they didn't do that, for similar but different reasons.
One was a doctor's office who was waiting for a piece of equipment to be returned from being repaired, which I was to come in and have a test done on. They didn't know when the machine would be returned, but instead of compiling a list of patients due to be notified when the machine was returned (myself included), I was told that I'd have to "keep calling in to see if its back yet." They gave me the excuse that they had far too many patients to worry about in their clinic and wouldn't have time to do such a thing as create, maintain and then call a list of patients waiting for this equipment to return. In addition to the poor customer service experience this gave me, I also wonder if a busy clinic fielding endless "is it back yet?" calls (especially when its still not back yet and at least one more call will be required from that patient) eases or compounds the workload for the staff there compared to keeping a list?
The other was the local theatre who told me that only single tickets remained for the show I wanted to see, but to check back closer to the show date as the promoter sometimes releases tickets they won't need but which have been set aside for them initially. Again, I asked to be put on a list to let me know if that indeed happened. The told me that they couldn't do that since they have "eight people working in this office", inferring that it would be impossible to coordinate a single list when there are eight people dealing with the public at any one time. Lets pretend for a minute that simple and effective database and email programs DIDN'T exist that could solve this problem in one fell swoop. Even if we were stuck back in the 1950's, surely there is a spot on a wall to clip a central clipboard of "contact these people if the promoter releases tickets for show X".
In each case, these businesses placed the onus for contact and follow-up on me as a customer or client, when there is no reason they couldn't have managed that process themselves. And, in each case, it has caused them any potential business I could have given them in these regards, as I haven't and won't undertake a game of phone-call lottery with them.
Are there any processes our practices in your business that unreasonably place responsibilities on your prospects or customers? Is it costing you sales? Are you or your staff using excuses to avoid making simple administrative changes in your business that would eliminate them?
One was a doctor's office who was waiting for a piece of equipment to be returned from being repaired, which I was to come in and have a test done on. They didn't know when the machine would be returned, but instead of compiling a list of patients due to be notified when the machine was returned (myself included), I was told that I'd have to "keep calling in to see if its back yet." They gave me the excuse that they had far too many patients to worry about in their clinic and wouldn't have time to do such a thing as create, maintain and then call a list of patients waiting for this equipment to return. In addition to the poor customer service experience this gave me, I also wonder if a busy clinic fielding endless "is it back yet?" calls (especially when its still not back yet and at least one more call will be required from that patient) eases or compounds the workload for the staff there compared to keeping a list?
The other was the local theatre who told me that only single tickets remained for the show I wanted to see, but to check back closer to the show date as the promoter sometimes releases tickets they won't need but which have been set aside for them initially. Again, I asked to be put on a list to let me know if that indeed happened. The told me that they couldn't do that since they have "eight people working in this office", inferring that it would be impossible to coordinate a single list when there are eight people dealing with the public at any one time. Lets pretend for a minute that simple and effective database and email programs DIDN'T exist that could solve this problem in one fell swoop. Even if we were stuck back in the 1950's, surely there is a spot on a wall to clip a central clipboard of "contact these people if the promoter releases tickets for show X".
In each case, these businesses placed the onus for contact and follow-up on me as a customer or client, when there is no reason they couldn't have managed that process themselves. And, in each case, it has caused them any potential business I could have given them in these regards, as I haven't and won't undertake a game of phone-call lottery with them.
Are there any processes our practices in your business that unreasonably place responsibilities on your prospects or customers? Is it costing you sales? Are you or your staff using excuses to avoid making simple administrative changes in your business that would eliminate them?
"Defensive driving" for your business
One of the greatest investments my parents made was to send me to Young Drivers of Canada to learn how to drive, and using the techniques their "defensive driving" approach teaches has quite literally allowed me to drive out of and avoid three serious car accidents in my lifetime. Yesterday provided the third.
The roads were a terribly icy mess all over town, and as I sat stopped in the middle of three lanes at a red light, my defensive driving habits kicked in and I checked my rearview mirrors to see what was happening behind me. I saw a car coming up in the lane to my left that was going fast enough that, given the conditions, I was pretty certain he or she wasn't going to be able to stop before the cars ahead in that lane. I worried he might try to ditch to the side and head my way out of instinct. So, I changed lanes and moved over to a vacant spot in the right-hand lane, just as this other car began a 720 degree spin around both the left (his) and the middle (previously, my) lanes.
Had I not been watching what was happening around me, in conjunction with an awareness of the general conditions all around, I would have had the side of my car smucked, and my day drastically altered for the worse. In "Trucker Management", we talk about having "rearview mirrors" in your business to always see what's gaining on you - namely, your competition. But in general, much of the ideas of Trucker Management at their core are simply about awareness - paying attention to your surroundings, whether its your competition, your physical space, your staff, your finances - whatever. The basic principles of defensive driving are much the same - simply being aware of all that is happening, and may happen, around you, so that you can proactively take steps to protect yourself, regardless of the actions of others.
Have you been "driving" your business defensively lately, always aware of the conditions and actions of others around you? Are conditions (ie. the economy) changing? How are others around you behaving in these conditions (ie. drastic price-cuts or blow-out sales by your competition to aid their cash crunch)? Do you need to "change lanes" to avoid a costly and inconvenient impact?
The roads were a terribly icy mess all over town, and as I sat stopped in the middle of three lanes at a red light, my defensive driving habits kicked in and I checked my rearview mirrors to see what was happening behind me. I saw a car coming up in the lane to my left that was going fast enough that, given the conditions, I was pretty certain he or she wasn't going to be able to stop before the cars ahead in that lane. I worried he might try to ditch to the side and head my way out of instinct. So, I changed lanes and moved over to a vacant spot in the right-hand lane, just as this other car began a 720 degree spin around both the left (his) and the middle (previously, my) lanes.
Had I not been watching what was happening around me, in conjunction with an awareness of the general conditions all around, I would have had the side of my car smucked, and my day drastically altered for the worse. In "Trucker Management", we talk about having "rearview mirrors" in your business to always see what's gaining on you - namely, your competition. But in general, much of the ideas of Trucker Management at their core are simply about awareness - paying attention to your surroundings, whether its your competition, your physical space, your staff, your finances - whatever. The basic principles of defensive driving are much the same - simply being aware of all that is happening, and may happen, around you, so that you can proactively take steps to protect yourself, regardless of the actions of others.
Have you been "driving" your business defensively lately, always aware of the conditions and actions of others around you? Are conditions (ie. the economy) changing? How are others around you behaving in these conditions (ie. drastic price-cuts or blow-out sales by your competition to aid their cash crunch)? Do you need to "change lanes" to avoid a costly and inconvenient impact?
Whatever it takes
All small business owners know that often times, you are "it", and responsible for anything and everything in your business. Part of the pride and self-satisfaction as a small business owner is in knowing you have committed yourself to do "whatever it takes" for your business to succeed.
What a lot of us probably believe, or at least hope, though, is that the bigger and more accomplished or successful we become in our businesses, hopefully the less of a need there is for us to be that way, since we'll "have people" to do those things for us.
The other day I was reminded that successful business people are willing to do "whatever it takes" themselves, no matter how much success they've already had. I was walking into a building in downtown Kingston in the midst of the big snowstorm that raged all day here. I saw a fellow shovelling out the entranceway, and was surprised to see that it was Kim Donovan, the President of the company that owned the building.
Kim is a very accomplished business person, and has had an incredible impact in Kingston. His company has revitalized much of the downtown core with their unique renovations, and their work has inspired other great projects that have enhanced life in Kingston. Beyond that, Kim has been nominated for Citizen of the Year, has chaired a record-setting United Way campaign, and has been honoured by Queen's University for his impact and contribution to the city.
Yet, here he was, shovelling out the front of one of his properties. When he saw me, he smiled and said "I promised them it would be clear by 1:00pm, and I wasn't sure the guy would get here in time!". So, at 5 minutes to 1:00, one of Kingston's most celebrated citizens was doing "whatever it takes" to help ensure the continued success of his business. It wasn't even that his guy hadn't shown up and his 1:00pm promise had been broken, and he was there for an emergency fix. Rather, he was there in advance, "just in case". Whatever it took.
Are you still willing to do "whatever it takes" in your business each day? If not, why not, and what are you going to do about it?
What a lot of us probably believe, or at least hope, though, is that the bigger and more accomplished or successful we become in our businesses, hopefully the less of a need there is for us to be that way, since we'll "have people" to do those things for us.
The other day I was reminded that successful business people are willing to do "whatever it takes" themselves, no matter how much success they've already had. I was walking into a building in downtown Kingston in the midst of the big snowstorm that raged all day here. I saw a fellow shovelling out the entranceway, and was surprised to see that it was Kim Donovan, the President of the company that owned the building.
Kim is a very accomplished business person, and has had an incredible impact in Kingston. His company has revitalized much of the downtown core with their unique renovations, and their work has inspired other great projects that have enhanced life in Kingston. Beyond that, Kim has been nominated for Citizen of the Year, has chaired a record-setting United Way campaign, and has been honoured by Queen's University for his impact and contribution to the city.
Yet, here he was, shovelling out the front of one of his properties. When he saw me, he smiled and said "I promised them it would be clear by 1:00pm, and I wasn't sure the guy would get here in time!". So, at 5 minutes to 1:00, one of Kingston's most celebrated citizens was doing "whatever it takes" to help ensure the continued success of his business. It wasn't even that his guy hadn't shown up and his 1:00pm promise had been broken, and he was there for an emergency fix. Rather, he was there in advance, "just in case". Whatever it took.
Are you still willing to do "whatever it takes" in your business each day? If not, why not, and what are you going to do about it?
The Biggest Secret for Business Success..
DON'T LIE.
Seems simple I know, but I caught a company, a rather large company in fact breaking the rule.
Yesterday gas prices made a hefty jump (well, atleast in Kingston they did). I was at a red light when my gas light came on (I think I need to reread the chapter on planning, but anyways). Luckily the corner I was at had 4 gas stations on it. 2 of which said 81.9. The other two said 76.4. Well, I may not be good at planning, but I'm not stupid. So I cut across the two lanes of traffic, almost hit a car and turned into Petro Canada as it said 76.4 on the sign. When I got out, the meter said 81.9 though. So I went inside and asked if I would still get the lower price because that's what the sign said. The cashier said no, that he was in the process of changing it. I said I understand, but in the meantime, it would be false advertising and they should honour the lower price until the sign is changed. He said no. Petro Canada LIED! He then pointed me across the street to the other one still reading 76.4. So I left (and will never return) and went across to the Sunoco where they did honour the lower price.
You know the sad thing? When I left the Sunoco, Petro Canada still hadn't changed their sign.
Seems simple I know, but I caught a company, a rather large company in fact breaking the rule.
Yesterday gas prices made a hefty jump (well, atleast in Kingston they did). I was at a red light when my gas light came on (I think I need to reread the chapter on planning, but anyways). Luckily the corner I was at had 4 gas stations on it. 2 of which said 81.9. The other two said 76.4. Well, I may not be good at planning, but I'm not stupid. So I cut across the two lanes of traffic, almost hit a car and turned into Petro Canada as it said 76.4 on the sign. When I got out, the meter said 81.9 though. So I went inside and asked if I would still get the lower price because that's what the sign said. The cashier said no, that he was in the process of changing it. I said I understand, but in the meantime, it would be false advertising and they should honour the lower price until the sign is changed. He said no. Petro Canada LIED! He then pointed me across the street to the other one still reading 76.4. So I left (and will never return) and went across to the Sunoco where they did honour the lower price.
You know the sad thing? When I left the Sunoco, Petro Canada still hadn't changed their sign.
The holidays are over - can your customers tell??
I drove by a restaurant/banquet hall here in town yesterday, and their sign out front still said "Reserve now for our New Year's Buffet". I'm pretty sure they aren't talking about next year's already, and so this is an example of a business failing to do a proper and regular Circle Check of their premises. If they were practitioners of our Circle Checks, they'd have noticed this out-of-date sign right on January 1st or 2nd, and wouldn't be suffering the embarassment of now having it still up on January 17th.
For those of you who ARE already using the Circle Check in your business, this won't be an issued, but for those of you who aren't, or who maybe have slipped off the routine, TODAY is the day you need to look around your business and ensure that all evidence of the "holidays" is removed from your space. Are your decorations all put away? Have all your kind wishes for a great holiday season been removed (including from places like memo lines on invoices and till tapes)?
We're likely all sad that the holidays are over......but, fact is, they are. So lets make sure our businesses reflect it!!
For those of you who ARE already using the Circle Check in your business, this won't be an issued, but for those of you who aren't, or who maybe have slipped off the routine, TODAY is the day you need to look around your business and ensure that all evidence of the "holidays" is removed from your space. Are your decorations all put away? Have all your kind wishes for a great holiday season been removed (including from places like memo lines on invoices and till tapes)?
We're likely all sad that the holidays are over......but, fact is, they are. So lets make sure our businesses reflect it!!
Happy New Year - what does 2009 mean for you?
The coming of the new year always seems to me to be a natural time to take a moment, step back and look at my business and what lies ahead for the next 12 months. It gives me a chance to look back at this most recent year and how I fared in my business compared to what I thought would happen 12 months ago, and lets me look ahead to what I can do differently to achieve my goals this year based on what may have changed in terms of my competition, new opportunities or challenges, or the marketplace or economy overall.
The new year always brings with it a sense of renewal, and for many, triggers a set of promises of things they'll do differently this year. The stereotype, of course, is that such "resolutions" never last very long, and so are normally pledged to with a large anticipation of falling short anyway.
So, I don't want any of you to set any "resolutions" for your business for this new year, lest they suffer the same fate as the personal resolutions many people make and soon break.
Instead, what you should use the new year for is a chance to revisit your strategy and plans for your business. Look around at what might be different this coming year from last. Will your position in your market still be the same? Will it be challenged by new competitors? Can you identify skill sets that, if you could hire them, would help launch your business to the next level? Will your customers change the way they buy?
As I have undertaken this exercise for Vista Enterprises, my financial-controller-for-hire and income tax prep business that is my "main" business, I have identified the need to grow and expand my clientele even further in 2009, and most importantly to do it more proactively than the traditional "wait for the phone to ring from client referrals" method that has been the driver of my still-fulfilling business growth for the previous 14 years.
I have had a look at "expansion" through a few different lenses, and have chosen a few strategies to pursue. One is through actively working on expanding one specific segment of my income tax business, and for the first time in my business, I will be placing ads in a few targeted places over the coming months, seeking to gain many new clients within this one market. To me, this is a bit of an "internal" expansion, where I am being active to tap further and more aggressively into a market I already have a little bit of a presence in, and within my existing geographic reach.
The other view of "expansion" that I have had is more "external", in looking to broaden the geographic reach of my financial controller/bookkeeping services, well beyond my city and hopefully across several provinces. Again, this will take far more proactive and aggressive actions on my part than what I have done in my business in the past in obtaining new/more clients. So, I am excited by the challenges of both of these different attempts at "expansion", and will be sure to keep you all posted as to their results.
In the meantime, I hope that you all take this time to revisit and review your own plans for your businesses for the next 12 months, and wish each of you a successful and fulfilling 2009!!
The new year always brings with it a sense of renewal, and for many, triggers a set of promises of things they'll do differently this year. The stereotype, of course, is that such "resolutions" never last very long, and so are normally pledged to with a large anticipation of falling short anyway.
So, I don't want any of you to set any "resolutions" for your business for this new year, lest they suffer the same fate as the personal resolutions many people make and soon break.
Instead, what you should use the new year for is a chance to revisit your strategy and plans for your business. Look around at what might be different this coming year from last. Will your position in your market still be the same? Will it be challenged by new competitors? Can you identify skill sets that, if you could hire them, would help launch your business to the next level? Will your customers change the way they buy?
As I have undertaken this exercise for Vista Enterprises, my financial-controller-for-hire and income tax prep business that is my "main" business, I have identified the need to grow and expand my clientele even further in 2009, and most importantly to do it more proactively than the traditional "wait for the phone to ring from client referrals" method that has been the driver of my still-fulfilling business growth for the previous 14 years.
I have had a look at "expansion" through a few different lenses, and have chosen a few strategies to pursue. One is through actively working on expanding one specific segment of my income tax business, and for the first time in my business, I will be placing ads in a few targeted places over the coming months, seeking to gain many new clients within this one market. To me, this is a bit of an "internal" expansion, where I am being active to tap further and more aggressively into a market I already have a little bit of a presence in, and within my existing geographic reach.
The other view of "expansion" that I have had is more "external", in looking to broaden the geographic reach of my financial controller/bookkeeping services, well beyond my city and hopefully across several provinces. Again, this will take far more proactive and aggressive actions on my part than what I have done in my business in the past in obtaining new/more clients. So, I am excited by the challenges of both of these different attempts at "expansion", and will be sure to keep you all posted as to their results.
In the meantime, I hope that you all take this time to revisit and review your own plans for your businesses for the next 12 months, and wish each of you a successful and fulfilling 2009!!
Do as I say
Well, over the holidays I had two of our own recommendations for small business owners bite me in the butt. Matt and I talk about have systems in place that don't allow you to miss important steps in business; and we encourage to have a contingency plan in place too. Two times this past fall I got sloppy and now I'm paying for it! So I thought maybe we could all (and mainly me) learn from my mistakes:
1. I accepted a credit card payment from someone I didn't know. I took an imprint of their card which includes the credit card number and their name. But that's all. The card got declined, but the customer walked away with the product. Those of you that have read the book, what should've I have done? I should have wrote down their address, email address and phone number to follow up in case that happened, not to mention to follow up from a customer service point of view. And even better - I should've called in the number right there on the spot instead of waiting until after the event.
2. Throughout Kingston I often get asked by clients to buy my book, and if I have a copy on me I give it to them right there and then (don't want to loose the sale, right?). However, sometimes the customer doesn't have exact change on them or we don't have a pen to write down a credit card number, etc. Since I usually know these people I'm not worried as I can follow up with them about payment... if I remember that is. In 2008 we have probably given out 5 books to people and forgot to write down who. It's hard to follow up when you can't remember with who. Trucker readers what should we have done? Write it down right there, or leave ourselves a voicemail if we don't have a pen; have one master record of accounts outstanding; follow up with 48 hours of delivery, and the list goes on.
So, in looking back, what did you miss in 2008 that you'll be sure to fix for 2009?
PS - if you one of the 5, consider this your follow up and please pay up! Thanks.
1. I accepted a credit card payment from someone I didn't know. I took an imprint of their card which includes the credit card number and their name. But that's all. The card got declined, but the customer walked away with the product. Those of you that have read the book, what should've I have done? I should have wrote down their address, email address and phone number to follow up in case that happened, not to mention to follow up from a customer service point of view. And even better - I should've called in the number right there on the spot instead of waiting until after the event.
2. Throughout Kingston I often get asked by clients to buy my book, and if I have a copy on me I give it to them right there and then (don't want to loose the sale, right?). However, sometimes the customer doesn't have exact change on them or we don't have a pen to write down a credit card number, etc. Since I usually know these people I'm not worried as I can follow up with them about payment... if I remember that is. In 2008 we have probably given out 5 books to people and forgot to write down who. It's hard to follow up when you can't remember with who. Trucker readers what should we have done? Write it down right there, or leave ourselves a voicemail if we don't have a pen; have one master record of accounts outstanding; follow up with 48 hours of delivery, and the list goes on.
So, in looking back, what did you miss in 2008 that you'll be sure to fix for 2009?
PS - if you one of the 5, consider this your follow up and please pay up! Thanks.
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