Business Help You Already Have

Tweet One of the problems of small business owners is that they can feel like they are all alone and without support. (You may have heard that phrase, “it’s lonely at the top.”) If that is you, I have good news. You probably aren’t as alone as it seems. When teaching about having a Business Plan to some business owners recently, one of the things that came up was the value of having an advisory group. This group may include a board of directors (if you are a corporation) but it also includes many more than that. To start with, … Continue reading

Are You the Smartest Person in the Room?

Tweet Is your business suffering from “smartest person in the room syndrome”? You may have heard of this syndrome as it was used in the news reports referring to the Wall Street brokers and the financial meltdown resulting from it. Small businesses suffer from it, too. Many small businesses who have achieved some success have this problem. (Those who are still struggling sometimes have this problem… which is why they are still struggling… but most of them have a different problem. We will talk about them another time.) In fact, having some success is part of the problem for those … Continue reading

Doing Business on the Edge of a Cliff?

Tweet I recently went to a potential client’s site and have lots of lessons to share with you. This is an $8 million-per-year (revenue) business with the potential for much higher. However, they also are doing business on the edge of a steep cliff and don’t even know it. Yet. I’m telling you this, so that you don’t have to make the same mistakes they have. Additionally, I see these kinds of mistakes in businesses all the time. You really don’t want your business to be one of them. Every one of the items below is easily the subject of … Continue reading

Should Customer Service Be the Top Priority?

Tweet We’ve all heard so much about good customer service. And we all like to think we deliver it. At the same time, we don’t think most other companies and people deliver good service. Is the solution to make customer service the top priority in business? Let’s explore that. In previous posts we have looked at the components of customer service — attitude, ability, and structure (Systems and Feedback, so far.) We have seen that Structure has several components. You will remember that the 4 parts in structure are: 1. Systems (that promote or prevent customer focus) 2. Feedback 3. … Continue reading

Can You Hear Me Now? Feedback and Customer Service

Tweet In previous posts (here, here, here, and here) we have looked at the components of customer service — attitude, ability, and structure (though, to be fair, we only started structure in the previous post.) Just as Ability has several components, we saw last week that Structure, also has several components. You will remember that the 4 parts in structure are: 1. Systems (that promote or prevent customer focus) 2. Feedback 3. Priorities 4. Employee empowerment In the previous post, we covered Systems and how they affect your customer service. We discovered that a poorly crafted system can really hinder … Continue reading