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Add You - The Dirty Dozen
The ABC of Superior Customer Service rue picture of where you are at financially.If you want your front-line staff to remember the essentials of customer care, there’s no better way to teach them than with the ABC of Superior Customer Service.A is for Attention to Detail. Because when customers know you care passionately about the little things, they’ll know you care a great deal more about the big things.B is for Benefits which is all your customer wants you to tell them.C is for Complaints, your free marketing service.D is for Dedicated staff, because when the team is fully engaged, customer loyalty goes up by two-thirds.E is for Empowerment which means trusting and training your staff to do whatever it takes to thrill the customer.F is for Feelings. As the Scottish Life advert says: “Make each customer feel like you’ve held the door open whilst laying your jacket across a puddle and then rescued their kitten from a tree.”G is for Going Out Of Your Way, just like the engineer who 6) Ignoring Employees -- Employees are an extension of your company. They represent you to the public -- for better or worse. They can make or break your business. It does not take a genius to figure out that if you fail to treat your employees with respect they will fail to treat your business with respect as well. After all they can’t fire you but they sure can treat your clients in a manner that is far from beneficial to your business. Solution – incorporate a weekly meeting with your employee/s. Be sure to keep the meetings positive and welcoming for everyone. 7) Being the Lonely Martyr - Many entrepreneurs fall prey to their own picky, “control freak” problems. They never trust or let go responsibility in fear that it won’t be as good. The truth is it probably won’t be. The reality is however as an entrepreneur you are in business to make money. If you have employees then you need to use them to multiply your efforts as best you can. Solution – breathe, and again, breathe… now relax and resign to the fact you are not the global manager of the unive Starting a Business Without Engineers With twenty plus years of self employment in a variety of fields and the last several as a business coach, I can assure you I have either seen or lived thru all of these mistakes. It will take you only minutes to read but if you are starting a business it can save you years of strife. Below are 12 things I hope you will avoid in your pursuit to succeeding as an entrepreneur.Today I'd like to talk about the skill set required to start a business. Specifically, do you need to have a background in engineering?I hear this used most frequently as an excuse."It's just too technical for me to understand.""I was never good with numbers.""Things have changed so much since I was in school."But at the end of the day, these are just that: excuses. I'm here to tell you that engineering is not only NOT required to start a successful business, it could actually hurt your chances! And this is coming from someone who has their degree in engineering! Engineers are preoccupied with what is possible and what isn't. Entrepreneurs don't care what others consider possible, and frequently attempt the impossible.Engineers are focused on the present. They have a problem in front of them and they solve it. Entrepreneurs are focused o 1) No Umbrella Business Plan or Strategy -- Without a plan, there’s no serious way to gauge the growth and progress of your business. You need a realistic map for where the customers will come from and where your business is going. You also need a plan to bail you out when difficult personal and business times come your way. Solution – get a plan together. Stop thinking about it and do it. 2) Getting Tunnel Vision and Never Leaving the Tunnel -- Many entrepreneurs get an idea, move forward with the preparation but never seem to be able to make it work. In fact at times they will hold so tightly to the idea that they will lose all their money, sometimes their family and ultimately their business. The sad result is they often lose the one thing that pushed them to begin with – their confidence. Without the confidence the likelihood of another run at self-employment diminishes. If the ship is sinking don’t go down with it. Get out while you are still able to breathe. Once you’ve caught your breath, re-evaluate, learn from the experience and dive back in. Solution – ask for some advice from other business people. Be honest with them and get some feedback. If you can afford it, hire a business coach. 3) **Make your business your business and your charity your charity.** Beginning entrepreneurs nearly always make the mistake of “giving away” the store. They give discounts to the first customers they receive as if to impress or court them. Often these customers are friends and family. Unfortunately, during these critical times an entrepreneur cannot afford to do this. He or she is only cultivating cheap clients that will never want to pay the going price for services or products. Additionally these are the times when cash flow is at a minimum. As a business consultant I often get bothered that friends and family fail to see this. The early years is when those close to you should be paying you more, not less for your product/service. Unfortunately, many people are under the false impression that if someone has their own business they must be wealthy. Solution - when conducting business charge your full rate to everyone. If you want to be charitable, write a check to your favorite charity. Or alternately be creative in how you handle these discounts. For example, in my mobile entertainment business I told those I knew, that if they got married on a Thursday I’d do it for free however my Fridays and Saturdays are limited to just 52 times a year. If I don’t get my rates on these days I pass up income that I need to sustain my home and business. 4) Not Knowing Your Customers -- We live in a dynamic world. Constant changes mean that business too is always changing and in some way, large or small, your customers are changing. There are countless examples where companies both large and small fail to see the publics changing direction. Changes in your customers’ preferences and your competitors’ products and services can leave you eating dust. You need to know your customers well. What are their buying patterns? Where do they live? How often do they visit you? Why don’t they need you more often? What are they saying about your services or products? How do your customers perceive themselves? Solution – Make a point to call each customer on a regular schedule to see if there is anything they need or any improvements they see you can make. 5) Ignoring Your Financial Situation -- Whether you have a lot of money or a little, you need to know where you are at financially. Many entrepreneurs will turn a “blind eye” toward their financial situation. They will deny they are losing money and/or failing to get paid. It goes without saying, that entrepreneurs are typically more confident people with positive outlooks. This is not only their strength but at times it can be their weakness. When buying things for your business ask yourself, “will this make me more money or not?” If not, realize the need is really a want. Numbers don’t lie, so don’t find a way to make them lie. Solution – have a third party keep your “books” so you can get a true picture of where you are at financially. 6) Ignoring Employees -- Employees are an extension of your company. They represent you to the public -- for better or worse. They can make or break your business. It does not take a genius to figure out that if you fail to treat your employees with respect they will fail to treat your business with respect as well. After all they can’t fire you but they sure can treat your clients in a manner that is far from beneficial to your business. Solution – incorporate a weekly meeting with your employee/s. Be sure to keep the meetings positive and welcoming for everyone. 7) Being the Lonely Martyr - Many entrepreneurs fall prey to their own picky, “control freak” problems. They never trust or let go responsibility in fear that it won’t be as good. The truth is it probably won’t be. The reality is however as an entrepreneur you are in business to make money. If you have employees then you need to use them to multiply your efforts as best you can. Solution – breathe, and again, breathe… now relax and resign to the fact you are not the global manager of the univer 4 Steps to Choose the Right Logo Design Company ose the one thing that pushed them to begin with – their confidence. Without the confidence the likelihood of another run at self-employment diminishes. If the ship is sinking don’t go down with it. Get out while you are still able to breathe. Once you’ve caught your breath, re-evaluate, learn from the experience and dive back in. Solution – ask for some advice from other business people. Be honest with them and get some feedback. If you can afford it, hire a business coach.Here are a few tips on what you should take in consideration before choosing a company to design your logo.1- It’s very important to understand that different design companies offer different kinds of service. If you’re starting a new business or have a small website you shouldn’t spend hundreds of dollars purchasing your logo from a major company. You will surely achieve better results by spending less in your logo and using the rest of your budget in your marketing campaign. I personally recommend www.TenDollarLogo.com2- If you have any questions about the company you want to work with, ask your questions before requesting your logo. It’s very common to find clients that will only ask their questions after finishing the payment, hoping that the company will adapt to their “requirements” simply because the payment was already made.3- AVOID choosing the “top” companies. Do you think the most successful companies will be able to p 3) **Make your business your business and your charity your charity.** Beginning entrepreneurs nearly always make the mistake of “giving away” the store. They give discounts to the first customers they receive as if to impress or court them. Often these customers are friends and family. Unfortunately, during these critical times an entrepreneur cannot afford to do this. He or she is only cultivating cheap clients that will never want to pay the going price for services or products. Additionally these are the times when cash flow is at a minimum. As a business consultant I often get bothered that friends and family fail to see this. The early years is when those close to you should be paying you more, not less for your product/service. Unfortunately, many people are under the false impression that if someone has their own business they must be wealthy. Solution - when conducting business charge your full rate to everyone. If you want to be charitable, write a check to your favorite charity. Or alternately be creative in how you handle these discounts. For example, in my mobile entertainment business I told those I knew, that if they got married on a Thursday I’d do it for free however my Fridays and Saturdays are limited to just 52 times a year. If I don’t get my rates on these days I pass up income that I need to sustain my home and business. 4) Not Knowing Your Customers -- We live in a dynamic world. Constant changes mean that business too is always changing and in some way, large or small, your customers are changing. There are countless examples where companies both large and small fail to see the publics changing direction. Changes in your customers’ preferences and your competitors’ products and services can leave you eating dust. You need to know your customers well. What are their buying patterns? Where do they live? How often do they visit you? Why don’t they need you more often? What are they saying about your services or products? How do your customers perceive themselves? Solution – Make a point to call each customer on a regular schedule to see if there is anything they need or any improvements they see you can make. 5) Ignoring Your Financial Situation -- Whether you have a lot of money or a little, you need to know where you are at financially. Many entrepreneurs will turn a “blind eye” toward their financial situation. They will deny they are losing money and/or failing to get paid. It goes without saying, that entrepreneurs are typically more confident people with positive outlooks. This is not only their strength but at times it can be their weakness. When buying things for your business ask yourself, “will this make me more money or not?” If not, realize the need is really a want. Numbers don’t lie, so don’t find a way to make them lie. Solution – have a third party keep your “books” so you can get a true picture of where you are at financially. 6) Ignoring Employees -- Employees are an extension of your company. They represent you to the public -- for better or worse. They can make or break your business. It does not take a genius to figure out that if you fail to treat your employees with respect they will fail to treat your business with respect as well. After all they can’t fire you but they sure can treat your clients in a manner that is far from beneficial to your business. Solution – incorporate a weekly meeting with your employee/s. Be sure to keep the meetings positive and welcoming for everyone. 7) Being the Lonely Martyr - Many entrepreneurs fall prey to their own picky, “control freak” problems. They never trust or let go responsibility in fear that it won’t be as good. The truth is it probably won’t be. The reality is however as an entrepreneur you are in business to make money. If you have employees then you need to use them to multiply your efforts as best you can. Solution – breathe, and again, breathe… now relax and resign to the fact you are not the global manager of the unive Learning From Students . The early years is when those close to you should be paying you more, not less for your product/service. Unfortunately, many people are under the false impression that if someone has their own business they must be wealthy. Solution - when conducting business charge your full rate to everyone. If you want to be charitable, write a check to your favorite charity. Or alternately be creative in how you handle these discounts.Yesterday evening I was invited to present end of year and exam certificates to students at a local school. I was absolutely thrilled to do this particularly as I have been involved in helping many of the business students over the last couple of years.The academic achievements were fantastic. And whilst most students matched my expectations, two students really surprised me.The first one came on stage to rapturous applause from his classmates. I was intrigued and asked him, “How come you’re so popular?”“Do you want to see my dance?”“Okay,” I said. Not knowing what to expect.He then launched into an incredible routine. I’d describe it as a form of break dancing but I don’t profess to be an expert on these things. It lasted about 10 seconds and received huge applause from all 300 parents and students in the audience.The second student to surprise me, did so in a very different way.This young lady w For example, in my mobile entertainment business I told those I knew, that if they got married on a Thursday I’d do it for free however my Fridays and Saturdays are limited to just 52 times a year. If I don’t get my rates on these days I pass up income that I need to sustain my home and business. 4) Not Knowing Your Customers -- We live in a dynamic world. Constant changes mean that business too is always changing and in some way, large or small, your customers are changing. There are countless examples where companies both large and small fail to see the publics changing direction. Changes in your customers’ preferences and your competitors’ products and services can leave you eating dust. You need to know your customers well. What are their buying patterns? Where do they live? How often do they visit you? Why don’t they need you more often? What are they saying about your services or products? How do your customers perceive themselves? Solution – Make a point to call each customer on a regular schedule to see if there is anything they need or any improvements they see you can make. 5) Ignoring Your Financial Situation -- Whether you have a lot of money or a little, you need to know where you are at financially. Many entrepreneurs will turn a “blind eye” toward their financial situation. They will deny they are losing money and/or failing to get paid. It goes without saying, that entrepreneurs are typically more confident people with positive outlooks. This is not only their strength but at times it can be their weakness. When buying things for your business ask yourself, “will this make me more money or not?” If not, realize the need is really a want. Numbers don’t lie, so don’t find a way to make them lie. Solution – have a third party keep your “books” so you can get a true picture of where you are at financially. 6) Ignoring Employees -- Employees are an extension of your company. They represent you to the public -- for better or worse. They can make or break your business. It does not take a genius to figure out that if you fail to treat your employees with respect they will fail to treat your business with respect as well. After all they can’t fire you but they sure can treat your clients in a manner that is far from beneficial to your business. Solution – incorporate a weekly meeting with your employee/s. Be sure to keep the meetings positive and welcoming for everyone. 7) Being the Lonely Martyr - Many entrepreneurs fall prey to their own picky, “control freak” problems. They never trust or let go responsibility in fear that it won’t be as good. The truth is it probably won’t be. The reality is however as an entrepreneur you are in business to make money. If you have employees then you need to use them to multiply your efforts as best you can. Solution – breathe, and again, breathe… now relax and resign to the fact you are not the global manager of the unive Four Color Printing - Is It Worth The Price? u eating dust. You need to know your customers well. What are their buying patterns? Where do they live? How often do they visit you? Why don’t they need you more often? What are they saying about your services or products? How do your customers perceive themselves? Solution – Make a point to call each customer on a regular schedule to see if there is anything they need or any improvements they see you can make.Four-Color printing can add a, exciting dimension to your marketing materials that can be much more dramatic than simple one or two-color printing. One or two-color printing is not necessarily inferior to four-color, but the question should be: is four-color printing really necessary for the project on hand?For example, a direct mail piece or marketing brochure that is introducing your company for the first time to a potential customer should make a great first impression and four-color printing may be the best way to communicate your products or services. However, an assembly instruction booklet to be included with a product may work fine as a one- or two-color printing project.Four-Color Pros:Many clients and designers often feel that four-color process printing gives them the most design flexibility. With four-color process printing, any color imaginable can be created, allowing the designer to make text in color or to u 5) Ignoring Your Financial Situation -- Whether you have a lot of money or a little, you need to know where you are at financially. Many entrepreneurs will turn a “blind eye” toward their financial situation. They will deny they are losing money and/or failing to get paid. It goes without saying, that entrepreneurs are typically more confident people with positive outlooks. This is not only their strength but at times it can be their weakness. When buying things for your business ask yourself, “will this make me more money or not?” If not, realize the need is really a want. Numbers don’t lie, so don’t find a way to make them lie. Solution – have a third party keep your “books” so you can get a true picture of where you are at financially. 6) Ignoring Employees -- Employees are an extension of your company. They represent you to the public -- for better or worse. They can make or break your business. It does not take a genius to figure out that if you fail to treat your employees with respect they will fail to treat your business with respect as well. After all they can’t fire you but they sure can treat your clients in a manner that is far from beneficial to your business. Solution – incorporate a weekly meeting with your employee/s. Be sure to keep the meetings positive and welcoming for everyone. 7) Being the Lonely Martyr - Many entrepreneurs fall prey to their own picky, “control freak” problems. They never trust or let go responsibility in fear that it won’t be as good. The truth is it probably won’t be. The reality is however as an entrepreneur you are in business to make money. If you have employees then you need to use them to multiply your efforts as best you can. Solution – breathe, and again, breathe… now relax and resign to the fact you are not the global manager of the unive Laying a Foundation for your Business rue picture of where you are at financially.Running a business gets so demanding, that we often can't see the wood for the trees. We become preoccupied with ensuring that everything in the business works the way it is supposed to. In other words, we spend most of our time working in the business.The problem with this operational focus is that it is easy to lose sight of what could be done in the business to make it run better. The business will only prosper in the long term if you devote a lot of attention to improving how the business works and increasing its capacity.Spending a lot of time working on the business, makes it grow in the long term. Business growth is sustainable and things just keep on getting better. If necessary, get other people to work in the business. Working on the business should be your top priority.Failure to work on the business causes it to become trapped. It is almost like the business gets stuck in a box. The business is unable to 6) Ignoring Employees -- Employees are an extension of your company. They represent you to the public -- for better or worse. They can make or break your business. It does not take a genius to figure out that if you fail to treat your employees with respect they will fail to treat your business with respect as well. After all they can’t fire you but they sure can treat your clients in a manner that is far from beneficial to your business. Solution – incorporate a weekly meeting with your employee/s. Be sure to keep the meetings positive and welcoming for everyone. 7) Being the Lonely Martyr - Many entrepreneurs fall prey to their own picky, “control freak” problems. They never trust or let go responsibility in fear that it won’t be as good. The truth is it probably won’t be. The reality is however as an entrepreneur you are in business to make money. If you have employees then you need to use them to multiply your efforts as best you can. Solution – breathe, and again, breathe… now relax and resign to the fact you are not the global manager of the universe. 8) No Short or Long Range Plans -- You may have heard the old adage that if you fail to plan, you plan to fail. Whether it is a business goal or a personal goal you must lay out your plans with an end goal in sight. Otherwise, as Zig Ziglar says, you will be a wandering generality not a meaningful specific. Many entrepreneurs go into business without a long range plan on where they want the company to go. You must have goals and execute them. Solution – set goals and lay out strategies for all areas of your life. This is close to number one above but not identical. 9) No Mastermind -– Find a businessperson you respect. One that has been in business for a long time and seek his or her advice when faced with tough decisions. Keep in mind you’re still the ultimate decision maker, the one that has to live with the outcome. Be sure and weigh this opinion against your own thoughts too. Seek the wisdom that only years of experience can develop. Solution – get one, you’ll be happy you did. 10) They Believe Their Own B.S. Need I say anymore? Solution - have a good friend or two tell you what it is you’re not seeing. Preferably a friend with business experience. You see, friends often stay friends because they at some point accepted us for who we are despite our imperfections. “That’s why they are our friends!” 11) Quitting -- Unfortunately many entrepreneurs quit just when things are ready to soar. This is often because their plan didn’t account for certain setbacks or enough time to realistically incubate a business. They typically run out of cash and motivation gets whipped by frustration. Solution - Keep your Day Job until your business, your mindset and your finances are relatively stable. 12) Ill Equipped -– financially, educationally, resources etc. Solution – learn, learn, learn and save, save, save. THE DIRTY DOZEN
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