Superstar business, part II
One of the businesses we featured in our book, Trucker Management: Driving Your Small Business to Success, was Mino's take-out Greek restaurant here in Kingston. We lauded them for the way that they were able to make their business space stand out amidst the retail strip mall they are located in, and at the same time be consistent with their branding, by having an eye-catching facade that resembles Greek pillars.
Recently, I noticed that they have proven themselves exceptional again, by doing something I mentioned in a blog post last fall about using neighboring vacant space to help draw attention to your own business. Check out the pic to see how they are being exceptional in their business space in two ways now - their pillar facade, and their signage, pictures and arrow in the vacant space one unit to the left of them!
So, you think you're smarter than a surgeon??
In our book, Trucker Management, we propose that small business owners use "Circle Checks", similar to those used by truckers to check on the safety of their rigs, as an easy, concise way to keep track of all the small details in their businesses, and to present their best image to customers, employees, etc.. The idea is that if you are regularly forced into taking a few minutes to step back from your business and eyeball things the way impartial third parties would, by having to complete your Checklist, you will see things that you might otherwise miss amidst your busy work each day.
I'm sure there are many business owners who would scoff at the need for something like this, already feeling like they are in relatively complete command of their business, tuned in to everything such that a Checklist is nothing more than a silly nuisance that would add no value.
Now we have some pretty powerful support for our Checklist approach. I recently saw an interview on TV with the author of the new book "The Checklist Manifesto: How To Get Things Right". In the book, he argues that no matter the level of expertise one has in what they are doing, performance can be improved by the regular use of checklists - establishing routines to follow each and every time, no matter how well-prepared you otherwise think you are for the task at hand.
His first example, of course, is airline pilots. Here is a group of people who are well trained and expert in their field, but who regularly use checklists to ensure their optimal performance (ie. arriving safely). But what the author, Atul Gawande, did was extend this rationale to unusual places. He is a surgeon, perhaps the single group of professionals who we perceive to be as trained as they could possibly be, as expert in their fields as one could become. Once his surgical team implemented the use of checklists, they saw all sorts of dramatic results in terms of declines in rates of infection, etc. - very real, important, tangible results, from a group of uber-trained professionals who might otherwise think they wouldn't need to use a tool like a checklist.
I haven't yet been able to read the book, but it is next on my list and I am anxious to get into it. It has received rave reviews already from the likes of Malcolm Gladwell and Steven Levitt.
So, I hate to say "we told you so", but......"We told you so!!". No matter how expert you think you already are in your business, no matter how well you think you have things under control, even surgeons have found remarkable results from using a checklist approach. The changes for your business in using our Circle Checks might not be as dramatic as saving a human life, but could it be as much as saving the life of your business??
I'm sure there are many business owners who would scoff at the need for something like this, already feeling like they are in relatively complete command of their business, tuned in to everything such that a Checklist is nothing more than a silly nuisance that would add no value.
Now we have some pretty powerful support for our Checklist approach. I recently saw an interview on TV with the author of the new book "The Checklist Manifesto: How To Get Things Right". In the book, he argues that no matter the level of expertise one has in what they are doing, performance can be improved by the regular use of checklists - establishing routines to follow each and every time, no matter how well-prepared you otherwise think you are for the task at hand.
His first example, of course, is airline pilots. Here is a group of people who are well trained and expert in their field, but who regularly use checklists to ensure their optimal performance (ie. arriving safely). But what the author, Atul Gawande, did was extend this rationale to unusual places. He is a surgeon, perhaps the single group of professionals who we perceive to be as trained as they could possibly be, as expert in their fields as one could become. Once his surgical team implemented the use of checklists, they saw all sorts of dramatic results in terms of declines in rates of infection, etc. - very real, important, tangible results, from a group of uber-trained professionals who might otherwise think they wouldn't need to use a tool like a checklist.
I haven't yet been able to read the book, but it is next on my list and I am anxious to get into it. It has received rave reviews already from the likes of Malcolm Gladwell and Steven Levitt.
So, I hate to say "we told you so", but......"We told you so!!". No matter how expert you think you already are in your business, no matter how well you think you have things under control, even surgeons have found remarkable results from using a checklist approach. The changes for your business in using our Circle Checks might not be as dramatic as saving a human life, but could it be as much as saving the life of your business??
A Sign from Above
On our way back from Ottawa, we passed through a small town and saw the best sign message ever. It had me smiling the whole back to Kingston and still thinking about it 2 days later.
It was one of those light up signs that you can change the letters. Over the years it seems to be that churches come up with the most clever things to write and they've done it again.
This sign said "Sign broken, message inside."
How clever! Love it!
It was one of those light up signs that you can change the letters. Over the years it seems to be that churches come up with the most clever things to write and they've done it again.
This sign said "Sign broken, message inside."
How clever! Love it!
Who's more important?
Staff or customers? This is definitely a tough question for business owners. Without staff you can't get as much done, without customers there's no point in getting stuff done.
The other day a local tourist destination said to me that their staff was more important than me - the customer. They didn't say it out loud or directly, but rather in actions. The 3 closest parking spots were all reserved for staff, directors. Customers need to park further away. We're obviously not as important in their mind. But without a customer, would they be a destination?
The other day a local tourist destination said to me that their staff was more important than me - the customer. They didn't say it out loud or directly, but rather in actions. The 3 closest parking spots were all reserved for staff, directors. Customers need to park further away. We're obviously not as important in their mind. But without a customer, would they be a destination?
The danger of over-entrepreneuring
I was working with a client the other day whose business has relatively large cash deposits each day, 7 days a week, along with all of the merchant credit and debit cards they process. They had become disgusted with the 50 cents, or whatever the nominal amount was, that they were paying the bank for each deposit they were making. So, they decided to begin making a deposit only every 3 or 4 days, instead of every day. Deposits are always made by night deposit drop by a manager on the way home, so reducing the number of deposits wasn't saving staff time/cost to make them, simply saving this 50 cents per deposit bank fee to process.
While I admire their attention to detail in looking for cost savings any/everywhere, this particular one was a little ridiculous to me for two reasons. First, holding so much cash on hand for so long just begs for trouble from theft, etc.. If all I have to pay is 50 cents to feel secure that my cash for that day is safely put into my account without any further worry about it, to me, that's a bargain.
Second, and more importantly, is that grouping deposits like that makes it harder and more time consuming for me to do my checking/review of their books, since I now have to add daily amounts together to match to a single deposit on the bank statement. The 50 cent savings from the bank is easily being more than offset by increases in my time, which is billed by the hour.
Now, I'm not normally one to complain about taking money from a bank, but I think this is a classic case of an entrepreneur making a bigger deal of a cost than it really is. Sometimes business owners will find these things because they object to the principle of paying it (this particular client has a hate-on for the banks as it is, so wasn't even phased when I explained it was costing them more for my time - it was justified in his mind if he got to screw the banks in the process).
Other times, this kind of harm-inducing tinkering comes about when entrepreneurs are bored or suspicious of their own successful operations. Businesses that are running well and experiencing consistently growing sales and profits are prime candidates for over-entrepreneuring by owners who have a natural uneasiness about things operating "smoothly", and so they invent things to fix that don't in fact need fixing. They have struggled so hard for so long to make their business successful, turned over every leaf in finding and fighting to get the business to this stage, that it seems soul-shakingly unnatural to them to not still be finding things to change.
And, so when there aren't big things to change, they get out the microscope and find the little things to change. And, they make a change, because their experience has conditioned them to believe that's what they need to do. They cannot simply leave things be, because it feels wrong to do so. And, the result can be unnecessary, or even detrimental, changes to something that was just fine as it was.
As an entrepreneur, do you have the ability to know when to say "enough", and avoid the peril of over-entrepreneuring? Do you have someone around you who will tell you when you can't see it for yourself?
While I admire their attention to detail in looking for cost savings any/everywhere, this particular one was a little ridiculous to me for two reasons. First, holding so much cash on hand for so long just begs for trouble from theft, etc.. If all I have to pay is 50 cents to feel secure that my cash for that day is safely put into my account without any further worry about it, to me, that's a bargain.
Second, and more importantly, is that grouping deposits like that makes it harder and more time consuming for me to do my checking/review of their books, since I now have to add daily amounts together to match to a single deposit on the bank statement. The 50 cent savings from the bank is easily being more than offset by increases in my time, which is billed by the hour.
Now, I'm not normally one to complain about taking money from a bank, but I think this is a classic case of an entrepreneur making a bigger deal of a cost than it really is. Sometimes business owners will find these things because they object to the principle of paying it (this particular client has a hate-on for the banks as it is, so wasn't even phased when I explained it was costing them more for my time - it was justified in his mind if he got to screw the banks in the process).
Other times, this kind of harm-inducing tinkering comes about when entrepreneurs are bored or suspicious of their own successful operations. Businesses that are running well and experiencing consistently growing sales and profits are prime candidates for over-entrepreneuring by owners who have a natural uneasiness about things operating "smoothly", and so they invent things to fix that don't in fact need fixing. They have struggled so hard for so long to make their business successful, turned over every leaf in finding and fighting to get the business to this stage, that it seems soul-shakingly unnatural to them to not still be finding things to change.
And, so when there aren't big things to change, they get out the microscope and find the little things to change. And, they make a change, because their experience has conditioned them to believe that's what they need to do. They cannot simply leave things be, because it feels wrong to do so. And, the result can be unnecessary, or even detrimental, changes to something that was just fine as it was.
As an entrepreneur, do you have the ability to know when to say "enough", and avoid the peril of over-entrepreneuring? Do you have someone around you who will tell you when you can't see it for yourself?
The cloudy crystal ball
As a new year starts, we turn the page on one of the most challenging years for businesses small or large. Its hard to tell, now, where things will be headed in 2010, and what you can expect in your own businesses based on how overall economic health and trends will impact it.
My crystal ball seems to be cloudy - I see contradictory evidence all over the place. This past year has seen the independent small retailers in the downtown of my hometown devastated, with several high profile and long-time landmarks of the downtown retail scene finally unable to hang in any longer. Yet, I see a large number of my local clients in other industries thriving, enjoying the best years they have ever had. Indeed, my own financial controllership/tax business is up over 17%, having already billed the equivalent of my last fiscal year in just 10 months of this one.
From larger businesses around town, I see other signs of economic confidence that have been surprising. The local Mercedes dealership has recently opened a huge, glimmering new showroom (this is consistent with a presentation I heard in December where it was explained that after discount car-maker KIA, the next best performers during this economic downturn were luxury brands like Mercedes, BMW and Lexus). McDonald's just opened a new, larger location near my house and mothballed the one around the corner it replaced, surprising not only in the context of the economy but with respect to trends and views of fast food these days.
So, unfortunately, I have no better insight about 2010 for you at this point - my crystal ball seems clouded with uncertainty. But, then again, if it had of been providing me with all the right answers before now, I would be writing this from my beach side villa in the Caribbean......
My crystal ball seems to be cloudy - I see contradictory evidence all over the place. This past year has seen the independent small retailers in the downtown of my hometown devastated, with several high profile and long-time landmarks of the downtown retail scene finally unable to hang in any longer. Yet, I see a large number of my local clients in other industries thriving, enjoying the best years they have ever had. Indeed, my own financial controllership/tax business is up over 17%, having already billed the equivalent of my last fiscal year in just 10 months of this one.
From larger businesses around town, I see other signs of economic confidence that have been surprising. The local Mercedes dealership has recently opened a huge, glimmering new showroom (this is consistent with a presentation I heard in December where it was explained that after discount car-maker KIA, the next best performers during this economic downturn were luxury brands like Mercedes, BMW and Lexus). McDonald's just opened a new, larger location near my house and mothballed the one around the corner it replaced, surprising not only in the context of the economy but with respect to trends and views of fast food these days.
So, unfortunately, I have no better insight about 2010 for you at this point - my crystal ball seems clouded with uncertainty. But, then again, if it had of been providing me with all the right answers before now, I would be writing this from my beach side villa in the Caribbean......
Disappointing Discounts
Yesterday it dawned on me. I've thought about it before, but yesterday I actually felt it - completely frustrated about a sale a local retailer was having. It's there 'we're closing' sale so everything is at amazing discounted prices. Sounds good right? Not if you are me.
I bought a bunch of stuff from that store before Christmas, some as presents, some as not. I didn't shop there because of the deal or because they were closing, but rather because I wanted to support them and I wanted what they were selling. But now I feel slighted.
People that may have never shopped there, nor supported them, are now privy to great deals on the SAME MITTS I bought from them at full pop. How is that fair? Their true shoppers / supporters pay full pop, and the bargain hunter (whom is never loyal) gets the deal? ARGH!
So, trying not to be the one that complains without offering a solution here are some ways that businesses (maybe not this one since they are closing shop) could not frustrate their loyal customers and still move their stock:
1. let regulars know about the sale dates in advance so they can decide if they will shop now or wait until then.
2. give regulars (with proof of recent purchase or something) a larger discount then just walk-ins.
3. have a regulars day.
Next time you're going to have a sale (and it seems like this is the month for them) or discount something, please, PLEASE don't disappoint your loyal regulars.
I bought a bunch of stuff from that store before Christmas, some as presents, some as not. I didn't shop there because of the deal or because they were closing, but rather because I wanted to support them and I wanted what they were selling. But now I feel slighted.
People that may have never shopped there, nor supported them, are now privy to great deals on the SAME MITTS I bought from them at full pop. How is that fair? Their true shoppers / supporters pay full pop, and the bargain hunter (whom is never loyal) gets the deal? ARGH!
So, trying not to be the one that complains without offering a solution here are some ways that businesses (maybe not this one since they are closing shop) could not frustrate their loyal customers and still move their stock:
1. let regulars know about the sale dates in advance so they can decide if they will shop now or wait until then.
2. give regulars (with proof of recent purchase or something) a larger discount then just walk-ins.
3. have a regulars day.
Next time you're going to have a sale (and it seems like this is the month for them) or discount something, please, PLEASE don't disappoint your loyal regulars.
Give the best holiday gift - and for free!
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?
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?
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