Stay Competitive by Revising Your On-the-job Training

September 16, 2015 by

64735957On-the-job training — we’ve all experienced it and have the horror stories to prove it, particularly those of us who’ve worked in small businesses.  Small businesses are notorious for believing they provide training, but we know differently.  The in-depth, educational program most provide is somewhere along the lines of “go over there and watch what Steve is doing”.

In the past companies had the luxury of time — employees, competitors, processes, customers and especially technology moved slower.  People had time on the job to increase their skill level by learning from Steve and others like him.  But, more is expected out of systems, businesses and people now. 

Employees and managers are required to know more, do better and keep up at a faster rate.  They have skills and knowledge that’s likely to become outdated in years rather than decades.  Small businesses are struggling to keep up — let alone stay competitive — and many are falling dangerously behind. 

This is partly because of outdated or non-existent training programs.  The old way of doing, or not even doing, on-the-job training doesn’t work anymore.  The needed skills and knowledge increasingly has to come from outside the company.  The “old-timers” need to be “schooled” by new hires or consultants, who have the expertise no-one in the company has.

There’s a shortage of skilled workers in many industries and it’s not going to get better any time soon.  One of the ways a small business owner can combat this scarcity is to take control of the problem by developing, and following through with, a compressive training program.  A program focused on building an up-to-date, efficient workforce.

Ideas like selling globally, social media marketing, lean manufacturing and supply change management, create opportunities to increase market share and profit.  However, with these opportunities come challenges.  The small business owner who’s willing to take responsibility and create the employees he needs will meet these challenges and grow.

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The Dream vs. the Reality of Entrepreneurial Control

September 8, 2015 by

59350241For many people in our country the American Dream of owning their own business is still alive and well.  Moreover, they’re not just dreaming, they’re doing something about it.  Last year startups increased in 32 of the 50 states, the biggest increase in 2 decades (Kauffman Index: Startup Activity, 2015).  This is a reversal of the last 5 year’s downward trend.

There are many reasons why more people are becoming entrepreneurs.  Their motivations are as varied as the individuals who have the drive and desire to take the risk.  Coupled with these unique motivations is the universal reason people start a company — control.  Control over: time, money, quality, procedures, ethics, product/service development, etc.

The dream of having ultimate control is a primary one for most entrepreneurs.  A bedrock belief for the majority of them is, “Things will be better once I’m in charge, because I’ll make the decisions and have the final authority”.  And it’s true, having authority is one of the main benefits of ownership.  It gives people the opportunity to finally make their ideas a reality. 

Unfortunately, what’s also a reality is that in addition to control they also have responsibility, which is usually where the trouble starts.  Too often the dream of business ownership is really magical thinking and not based in the real world.  Many small businesses owners want to be in charge without the actual responsibility that goes with it.

Often owners want the control (viewed as positive) without the responsibilities (seen as negative) of: learning and doing tasks (i.e. marketing, sales, understanding financials, customer complaints, quality issues) outside their interests and comfort zone; showing up motivated every day to deal with challenging, as well as, boring day to day operations; actively managing people who don’t want to be managed or do their jobs.

Running a business is a difficult, never ending and time consuming process.  People who start a company quickly learn that ownership is not what they imagined it would be.  Most small businesses’ problems can be traced to the owner’s dream of control without him accepting the reality of responsibility.  This is the primary reason that most small businesses fail.

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Why Aren’t You Focusing on Sales?

August 14, 2015 by

54640451I know — you’re in business to sell something — sounds like such a basic principle.  It’s so simple that it deserves a “duh” and forehead slap.  And yet, it’s amazing how many small business owners don’t take the time to understand it, don’t practice it, don’t think it applies to them or lose sight of it.  Owners who don’t follow this primary tenet are the rule, not the exception.

There’s a logical reason for that.  The average owner starts or buys his company because he has experience with, expert knowledge of and/or an interest in the product or service.  He feels comfortable and competent producing the product or offering the service.  He sees self-employment as enjoyable, interesting, financially beneficial and liberating. 

But, for the typical owner, selling the product is out of his comfort zone and uninteresting.  In addition, he believes he doesn’t have the knowledge, skill or experience to put together an expert sales team.  He ends up not dealing with it, because, after all, he went into business for himself so he “wouldn’t have to do the stuff I don’t want to do”. 

He does what most people do; he ignores it while citing the excuse that he’s too busy to address it.  Understand the irony here — he’s too busy to focus on selling the product he’s producing to sell.  He doesn’t make the connection that he’s not in business to produce products — he’s in business to create revenue, which comes from producing the products. 

Being unable to make this shift in perspective, and many owners aren’t willing to make it, is a primary reason why many small businesses fail.  Being unwilling is a basic flaw in human nature; we focus on what we’re comfortable with, enjoy and are interested in.  This narrows our mental field of view and creates tunnel vision.  We become single-minded and too focused on limited goals or restricted points of view. 

This tunnel vision, “All I have to do is put out a good product and the customer will find me” has bankrupted an incalculable number of businesses.  Active, vigorous selling is the best way for the product or service to get to customers.  Small business owners who understand and prioritize this simple principle always have a better chance of staying open than those who don’t.

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You’re the Face of Your Business – Don’t Sabotage It

August 4, 2015 by

business (10)It’s completely baffling why many small business owners are such poor representatives of their own companies, often to its detriment.  Conventional wisdom says the owner is the best spokesman for the business; no one cares about it and its success as much as he does.  After all, he’s put the money, sweat equity and time into making it a success.  Right?

Wrong, he commonly hasn’t learned the lesson — you’re the face of the business, be a good one.  “Learned the lesson” is the important take away, because the ability to effectively promote your business is an acquired skill.  We aren’t born with the skills needed to successfully market ourselves and our businesses.  Stop being your own worst advertisement; you can learn to do better and here are 3 good places to start.

Learn to listen

Very few people have the natural talent to be a good listener, and your probably not one of them.  Good listeners are rare and people who have this skill are perceived as capable, well-informed, smart and trustworthy.  If you’re seen this way then, via the halo effect, your business’s culture will be too.

Learn to ask good questions

This is the companion to learning to listen.  One of the fastest ways to develop rapport with someone is to ask them questions, not talk to or at them.  The ability to ask good, open ended questions conveys interest in the other person’s opinions, needs and wants — everything you want people to associate with your business. 

Learn to give a great elevator speech

Delivering a great elevator speech is a difficult talent to master.  You want to communicate who you (and your business) are, what you do and why it’s important in a very short time.  Commonly, people who are uncomfortable with elevator speeches appear too overbearing and “salesmanish” or apologetic and meek.  They also can be confusing and uninteresting.  None of these impressions are ones you want associated with your company.

Becoming the positive, accomplished face of your business takes the willingness to learn and practice.  Yes, you have to get out of your comfort zone, but the alternative — sabotaging your own hard work — is ridiculous.  A final bonus (incentive) is that these skills are applicable anytime, anywhere.  Once you’ve become good at them, they’ll also improve your personal relationships.

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Succession Planning – Protect Your Future Now

July 16, 2015 by

59948705It is a given, among professionals who work with them, that small business owners are bad at succession planning.  It’s also a given that being bad at it is entirely normal.  The owner who follows a well thought out and executed plan culminating in a successful retirement is the exception rather than the rule.

Many people are uncomfortable with, and resistant to, planning for their retirement.   But, this is especially true of the independent entrepreneur who’s the heart, soul and brains of his organization.  He finds it difficult, often impossible, to give up control of all he’s built over years.  His mantra is “there’s time, it’ll all work out”. 

Unfortunately, it usually doesn’t work out and this belief sets the organization up for failure.  The number 1 reason companies don’t survive into the next generation is the lack of a properly implemented succession plan.  According to a 2013 Small Business Administration (SBA) study only about 30% of businesses survive a transfer of management into the 2nd generation. 

This number is alarming when you consider that family businesses comprise 90% of all  small business in the country and 88% of owners want to pass it on rather than sell it (SBA, 2013).  The only succession plan most of them have is to be an absentee owner, while the successor — a family member or key employee — runs a profitable concern which will support him in his retirement. 

Therefore, most successors aren’t successful and the company doesn’t survive the transfer of power.  Not only does this leave him with no retirement it often leaves him with debts and a tarnished reputation, because there was no proactive plan.  Too often when the average owner is ready to relinquish control and retire he’s already run out of time for a successful changeover. 

There’s no one size fits all plan so it’s important to seek outside help for organizational, management, financial and legal issues which will arise.  Effective succession planning is a challenging task, but worth the reward.  It’s good stewardship of your company’s, employee’s, customer’s and family’s future. 

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Learning to “Do the Math” May Save Your Business

July 6, 2015 by

business (5)Remember when you were in high school and complaining about math class?  What was it you said, “I’ll never need this stuff in the real world?”  Well, now that you’re the owner of a small business, depending on your product or service, when it comes to geometry you still might be right.  But, when it comes to other types of math, and the need for them, you were mistaken.

Being able to “do the math” matters.  So much so, that it can be the difference between having a successful or unsuccessful company.  The stories of seemly successful businesses — ones with good products or services, clients and a well known brand — closing because of bad financial management are legion.

One of the biggest mistakes 90% of owners make is not knowing or understanding the importance of their numbers.  They don’t know if or which of their customers generate a profit, nor do they know how much a profit it is.  They don’t understand a fundamental concept — if you don’t have a profit margin, you can’t sustain a business.

The margin is simply how much out of every dollar a business earns it actually gets to keep.  For example: $1.00 (earned) minus $.90 (expenses) equals $.10 (profit).  The profit margin is 10%.  Many owners keep investing money, not understanding this straightforward tenet, hoping to “get the company on its feet”.  However, there’s no reasonable, mathematical way for that to happen if there’s no profit (margins can be either positive or negative). 

Owners should always know their margins, if they’re positive or negative at the very least, because the volume of a business doesn’t give an accurate picture of its financial health.  A company with $5 million in revenue can actually be losing money if it has a negative margin.  Let’s do the math for the fictional ABC Company.

In 2012 ABC had a net income (money they got to keep) of $500,000 from sales of $5 million, which gave it a profit margin of 10% ($500,000 divided by $5 million).  In 2013 they got a new customer, which increased costs.  But, because they ball parked the bid instead of doing the math, they made $500,000 again, only it was on sales of $5.5 million, resulting in a 9% margin. 

In 2014 the client offered ABC more business, which they took once more without running the numbers.  Again, expenses increased resulting in the same net income of $500,000 on $6 million, about an 8% profit.  So while the company increased its volume by a million dollars over 2 years, it actually reduced its returns.  Some businesses become so upside down they can’t get out of the hole they’ve dug, because selling more puts them further in the red.

Unfortunately, thousands of businesses have closed due to this phenomenon — even though they had customers and money coming in their margins weren’t good enough to sustain them.  The math is irrefutable, your product or service can’t cost more to produce than what you’re charging for it, and the only way to know that is to figure it out.

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What’s Your Disgruntled Customer Plan?

June 16, 2015 by

64510516Whether you’re an established, successful small business or a start-up you probably have a sales and marketing plan to attract customers.  After all, providing a product or service to them, for a profit, is one of an entrepreneur’s key goals.  A great deal of up-front time, money and sweat equity is spent on finding and selling to consumers.  But, what about after the sale?

At the beginning of the sales process the focus is on the person, the potential client.  How can the product make their life and business better?  All good sales people know that learning what the client wants, their perception of what the service can give them, is paramount to making the sale.  The billion dollar advertising industry was built on linking emotion to a product. 

After the sale, the focus naturally shifts to getting the service to the client.  Unfortunately, this is where the sales plan usually stops, or is incomplete and falls apart.  The attention of the seller can become more focused on the product or service they are providing, while ignoring or marginalizing the person they’re providing it to.  The following is an example of this disconnect.

Kevin wanted lawn care services for his business.  He met with George, the owner of a landscaping company, and was impressed with George’s understanding of what he was mainly looking for — “decent, no hassle maintenance”.  However, the lawn often became overgrown and unsightly, resulting in Kevin contacting George repeatedly. 

At first, he was apologetic and would send a crew within 2-3 days.  Then George started to complain that he didn’t have enough crew to keep up with the overall demand.  He even became angry at Kevin’s “not understanding his situation”.  Kevin wasn’t interested in excuses, didn’t renew his contract and posted a negative review on a consumer website. 

Upon completion of the sale George prioritized himself and his difficulties with his business over his customer.  He knew that hassle free maintenance was primary for Kevin, yet he didn’t take steps to make sure he was satisfied. Having a sales strategy that stopped at the sale, with no provision for good quality customer service, cost George current and future clients.

A good sales plan is all encompassing and ongoing.  It should include the “how tos” for finding customers, as well as the “how tos” for keeping them.  Unfortunately, many business owners work hard to get customers only to lose them through poor execution of the service and poor treatment of the client.

A comprehensive sales strategy includes policy and procedures which address the inevitable disgruntled customer, because addressing their complaints is still a component of selling to them.  If not for the hassle and George’s attitude Kevin would have renewed his contract, because the mowing was sufficient.  Good customer service can elevate the value of a mediocre product and bad customer service can undermine the value of a good one. 

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Some People Get All the Luck – Be One of Them

June 5, 2015 by

64002400There are thousands of legends about businesses becoming successful because the owner was in the right place at the right time, he was lucky.  But, if you look closely at them you’ll find, that while “uncontrollable” good fortune may have played a part in the success, that isn’t the whole story.  The real story is how the owner made his own “controllable” luck.

Many mangers think good fortune is uncontrollable (such as winning a bid or having good weather for the company picnic) and they either have it or they don’t.  But, you can increase your chances of being lucky.  Often, what’s perceived as, uncontrollable events can be managed to increase the odds of working out in your favor. 

For example, anyone who has bid out a job has multiple stories about companies (who they wanted to award the contract to) who’ve knocked themselves out of the running.  They weren’t unlucky — their bids were incomplete, sloppy, late or unrealistic, all things they had control over.  Also, in northeastern Ohio there’s a better chance of having good weather for your picnic in June, not April. 

If you look closely at most “his successful business is due to luck” stories you’ll find they usually have 4 things in common.  One of them is that there is a dose of luck involved.  But, the other 3 are more important.  Each story shows a person augmenting his good fortune through controllable behaviors, which you can also do.

Pay attention – Put down the cell phone, step away from the computer and get out of your office, building and comfort zone.  The beginning of any successful venture is to recognize that the opportunity is there.  There are few things more important in life (work, family and friends) than paying genuine attention to what’s going on around you.

Do the work – After you get the idea take logical and practical risks to do something about it.  Ideas are usually worthless until they’re put into action through a lot of hard work.  In every success story there’s always someone, sometimes many people, who did the work.  As Thomas Jefferson said, “I’m a great believer in luck, I find the harder I work the more I have of it”.

Seek out information – The average small business owner gets insulated, which leads to tunnel vision.  Success isn’t a solo act; every business success story has multiple characters in it.  Steve Jobs was brilliant, hard working and lucky.  One of the things he learned to do was to seek out and listen to what people had to say, and then use the information to better his product.  He was relentless in his quest to learn more and do better.

There are some things you can’t do anything about – you’re betting on 3 of a kind and your opponent wins with her straight.  But, you can increase the chances of winning by knowing your rival’s tells (pay attention), learn the odds, rules and psychology of the game (do the work) and continue to develop your skills (seek out information).  Luck is a combination of controllable and uncontrollable actions and events. 

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Expansion Loans – What to do Before Going to the Bank

May 18, 2015 by

59350241Successful small businesses owners occasionally need additional working capital.  The company is stable and profitable, but the cash flow is unable to support a large expenditure for growth (i.e. additional square footage, new employees, needed equipment, adding a product line).  In these situations traditional banks are still the provider of choice for most small companies.

However, due to new regulations resulting from the Great Recession, owners are finding it difficult to get the money they need.  Even if they’re veterans of the old system and were able to secure financing in the past, they’re finding the old rules don’t apply anymore and are having trouble getting financing now.  And rookies are quickly becoming confused and frustrated by the loan process.

So, what do you do?  Planning, patience and follow through are the keys to getting an expansion loan — three things that most small business owners are not very good at.  But, the banks have the money you need and you have to follow their rules to get it. Here are 3 things to do that will help.

Do the planning – Before you fill out the paperwork and submit it to the bank you must to do your homework.  Talk to someone at the bank and get an idea of what’s required for a successful loan application.  Do you have a good credit score and a large enough customer base?  Do you know what your debt-to-income ratio is? 

In the loan process your good intentions don’t count — banks aren’t interested in your open-ended visions and imprecise ideas.  This is strictly a tangible numbers game.  They’re interested in how the changes you’re proposing are going to create a profit, which will repay them with interest.

Have patience – Based on the planning you’ve done you now know what’s required to submit a successful loan application.  However, after the planning stage you may be unable to submit it right away.  You might need to pay down some debt, increase your credit score, clean up your existing credit line, or implement a new sales strategy. 

Patience, time and sticking to a comprehensive plan is often the intermediate step for many businesses.  They find that their financial house has to be put in order before they can successfully get a loan.

Follow their procedures – It’s baffling to lawyers, accountants and bankers how often small business owners are their own worst enemies.  They consistently make the loan process much more difficult than it needs to be and sabotage themselves. 

The average owner started their business so they could do things their way and not have someone else tell them what to do.  Unfortunately, this doesn’t work with banks.  It’s simple, but not easy, to learn to speak the bank’s language, find out what they want and give it to them.

Many successful businesses have failed because of poorly conceptualized and implemented expansions; experienced business bankers have seen it too many times.  Although, at times, it may not seem like it, responsible owners and bankers want the same thing.  They both want a successful, profitable business, which will strengthen the community. 

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How to Market For Small Businesses

May 8, 2015 by

business (11)Having a business is for many people a dream.  Some reach for it and achieved their goals, while others are left behind wondering if it is still a possibility.  The optimism many small business owners experience can be dampened by the state of the country’s economy.  If consumers are not spending what it is projected, in all likelihood, small business owners will not expand their business, nor hire new employees, affecting the local economies and the country as a whole. Some of the questions small business owners ask is; how do I reach more customers? Is that even  something I can do by myself? Is marketing the answer to my problems?  You can read more about some of these questions and answers by following the links below.

3 Things You Need to Know About National Small Business Week

Running your own business can mean a lot of time on your own, in the trenches, building your company brick by brick, pushing the gears forward inch by inch. Next week, however, there are many opportunities for entrepreneurs to step back from the daily grind, connect with one another and be inspired.

That’s because the week of May 4 through May 8 is National Small Business Week (NSBW).

Organized by the Small Business Administration, this is the 52nd year in a row that the president of the United States has declared one week per year the official celebration of the Main Street entrepreneur.

“National Small Business Week is a chance to honor our nation’s 28 million small businesses and renew our commitment to fostering the entrepreneurial spirit that is central to the American experience,” says SBA Administrator Maria Contreras-Sweet, the head of the U.S. Small Business Administration, in a statement.

How to reach your small business customers

You’ve got a killer idea for your small business. You’ve created a great new product or service, set up operations, raised sufficient money to get out of the gate. But where are the customers? It’s time to pay attention to marketing.

During Small Business Week, I’m devoted to helping you “Make This Your Year to Grow.” Whatever industry you’re in, whatever the price or quality of your offerings, you need well-conceived, and consistently executed, marketing to grow your business.

The marketing message

Before you begin marketing, first clarify your company’s core message. That’s what you want customers to remember about you. It might even express a bit of your company’s personality.

Marketing vehicles

Marketing guru Peter Shankman says effective advertising is all about knowing your specific customers and tailoring your activities to their desires.

Ohio AG warns of scams targeting small businesses

COLUMBUS — Ohio Attorney General Mike DeWine warned small businesses to watch for signs of a scam, including callers who claim the business’s power will be shut off and invoices for products the business never ordered.

The warning comes during National Small Business Week.

In the past year, the Ohio Attorney General’s Office has received more than 150 complaints about potential scams affecting businesses, with an average payment amount of about $2,000.

“Small businesses work incredibly hard to keep their operations running, and they can be hit hard by scams,” DeWine said. “We don’t want business owners to lose valuable time or money to con artists, so we are encouraging them to learn about common scams and to talk to their employees about the warning signs.”

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