Falling down

 

Looking towards Shoeburyness

Looking towards Shoeburyness (Photo credit: Jon Stow)

I fell over the other day. I do not make a habit of it and I was rather surprised. My first reaction after finding myself on the ground was to check for damage. Because it was a cold windy day, I was wearing several layers of clothing. I reviewed my body and limbs and concluded I had got away with it, and without even a bruise. I was lucky.

The next stage in the process was to review why I had fallen down. In this case, it was because I was looking too far ahead (out to sea) and was not concentrating on what was in front of me. There were two steps down where I had been walking, and I missed them.

The third stage was to get up, which I did. The whole process took less than a minute. I noted to myself that I should be more careful.

All this got me to thinking about my business. Things have not always gone well. I do believe we should all have a dream as to how our business should be, and to remember it. That is looking far ahead, or perhaps not so far, but if we think only of that we will not see what is right in front of us.

Maybe our marketing stops working. Perhaps we have clients who pay us late and we are endangered by lack of cash flow. It might even be that we should have anticipated that our business client would become insolvent.

Perhaps we have allowed one customer to make up the lion’s share of our business, and now on a whim they go elsewhere. There are all sorts of accidents. If we do not look our businesses may fall down. Often we can get up and learn, but not always.

We have to keep our eye on the ball. We need to be aware what is going on around us. Our goal is there for us to aim and our dream is attainable. We just need to dodge those obstacles, avoid tripping and do our best not to fall down.

Have you stumbled? What did you do?

 

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Difficult people we do not work with

We know how to deal with customers who are making our lives less fulfilling. What about the non-customers who are unkind to us?

Many of us market our businesses on-line. That does leave us open to abuse. I do accept that many high-profile people have to put up with targeted abuse. The rest of us just catch random abuse. It is important not to take it too hard. After all it says more about the abusers than about us.

The on-line world has highlighted that there is a small minority of people who enjoy being unkind and who harbour dreadful prejudices, often based on ignorance, although with the web has been up and running, there is no excuse for ignorance. Maybe it is studied ignorance, but one only has to look at comments on stories on newspaper websites to realise that there are some with serious chips on their shoulders.

Those people spitting bile we do come across now and again. We do not need to take notice and let them spoil our lives. It is probably not personal (but if it is, that’s different). Sadly it is their lives that are already spoiled if they do not get help. Rise above it if you can. Have you had to rise?

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Difficult people we work with

iStock_000007991360XSmall cross businesswomanEvery now and then we will come across difficult people in business. Fortunately I have generally got on well with my clients. Of course some leave me because their circumstances have changed, or because they have been lured by Sirens offering “cheap” services.

I always give great value, or believe I do, but when people leave with the prospect of a lower bill from someone else they may not realise that they will get less support. I do believe you get what you pay for.

Now and again clients expect that having agreed a fee for a certain service, they will have access to my attention on an unlimited basis. Some will grudgingly agree a further fee, but at times I have had to ask certain individuals to find someone else. It is the same if the attitude of some clients makes me uncomfortable. They need to find a new adviser, and I tell them that.

In the end we do not have to do business with anyone we do not get on with.

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Does watching TV dull our business brains?

Old televisionThere is a school of thought that watching TV is a waste of time and I understand that view.  I can see that for soap addicts in the UK there is a potential to waste fifteen hours a week watching unlikely story-lines without straying from the first five channels on the programme menu. That is time down the drain as far as I am concerned and the equivalent of almost a couple of days at work a week for some so-called full-time employees; perhaps not for small business owners.

It seems to me there is so much useless rubbish to watch. There are apparently many reality shows including the “talent” ones, bizarre artificial ones with strangers being forced to live together, and business shows involving strangers thrown together. None of these seems useful, educational or even simply relaxing after a hard day’s work. Does this dumbed-down nonsense fog people’s brains?

I do not claim to have virtue in watching TV for only a couple of hours a day. I do like to see the news and especially business news in the morning. It is important to know what is going on in the world. I like programmes where I can learn new things. I like natural history and astronomy. Those subjects are fascinating to me.

Yes, I do watch the occasional escapist fiction because I think it has the same effect on my brain as reading a good book, and because it is important to share the experience while relaxing and spending quality time with my wife.

Am I a TV snob? Maybe, but I do like to use my time profitably both in the business and figurative senses. Do you think TV is a waste of time or are those soaps a safe haven which help you unwind after the business day?

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Reading is good training for writing about your business

I like to write, and I have always thought I found it easier because I read a lot. I read other blogs, newspaper articles, I read non-fiction and I read novels. Some may think a lot of that is a waste of time, but I am sure that I benefit from the knowledge and also from the relaxation I get from fiction.

Apparently reading good novel boosts our brain power for days.  That is great news for those of us who may have worried that our reading was too much of a distraction from our work. Now we know that enjoying escapist ideas from other people is beneficial. The better our brains are working, the better we are in business.

I do not claim to be a great writer or even a good writer. After all, however good a football coach I had, I should never have become a good footballer. However, just as I know that having a good gym trainer encourages one to try harder in training, and to enjoy being fit, having the benefit of great writing from others must help us to do what we need and at least ensure our writing keeps fit. That must be good for our marketing.

What do you think?

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Persistence in strategy can pay off

 

You know that old cliché “If you keep doing what youve always done, youll keep getting what you’ve always gotten”? Albert Einstein and Tony Robbins are credited with it, as well as “Anon”. It is certainly true that if your business is not going well and you never change anything, you will never see an improvement and the business may fail

English: Albert Einstein, official 1921 Nobel ...

Albert Einstein – don’t blame him!

However, it is important to give certain strategies time to work. When I started my first business more than a decade ago, I was told that my local advertising would not work. That was partly true. The directories such as Yellow Pages and Thomson did not work. I dropped them after a while, and they were an expensive mistake. A local pamphlet going out monthly certainly did work, and I gained a lot of business, but I had to persist with it to get that success.

It is the same with social media. A short term strategy certainly will not work. Persistence may work and you have to give each plan time. You have to acknowledge that after a while, if little or no business is gained, you should try something else, but allowing time is important.

After ten years, my advertising in the pamphlet is less successful. I will have to change either the copy in the ad, or I will drop the pamphlet marketing and concentrate on what works better, which are content marketing and Twitter currently. Next year it might be different, and I may again have to allow time to change and test something else. Whatever it is, I will give it time.

What about you?

 

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Hard work and small businesses

blog picsnov 10 010It seems obvious that you have to work hard to make your small business successful. Of course it is true that you have to apply yourself to the essential tasks needed to keep the business running smoothly. What you need to remember is that if you are working 24/7 all the time, or it seems like it, you are probably doing something wrong.

I cannot deny that when you start a business you are often trying to meet a deadline when you want to open your doors for business, physically or metaphorically. You might then “work all hours”, but if time passes and you still have no time for other things, you have a problem.

  • Are you making a profit?
  • Have you priced your offerings correctly with a decent margin?
  • Are there really potential customers for what you offer?
  • Is your marketing targeted properly?
  • Are you wasting time on office chores which someone else could do for you?

Ask yourself those questions if you realise you have hardly any time to yourself, and ask other questions too. If you think you are too busy even for that, you cannot deny you have private time to think if only it is just in the bathroom.

If you have made yourself a slave to your business, even a minute or two’s thought should show you what changes you need to make. Why don’t you try it?

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Staying in touch with our clients and customers

 

If you have a good relationship with your customers they just keep coming back

If you have a good relationship with your customers they just keep coming back

One way and another, this past year or so my family and I have seen a lot of doctors and nurses. On the whole we have been dealt with very well, but sometimes we have had to take the initiative in asking for help. That has been rather frustrating because we would all rather have our affairs managed by professionals rather than have to manage those professionals to have them provide their services to us.

If we are regular clients we expect our professional and many other service providers to be proactive and stay in touch, so that we do not have to ask. Not always, of course. For most people, a lawyer will be reactive because we go to her for help when we need it. That is the same as the local dry cleaner. If a suit needs cleaning we take it in. That’s it.

However, if we are accountants or opticians or dentists or business advisers, at the very least we need to check in with our clients regularly to see how they are doing and to remind them if they need to take action on something. I think we should make a point of speaking to them regularly. In other words, we need to maintain the relationship. Our clients and customers are our livelihood and they are people too, who like to feel wanted.

For other service providers it is worth making the effort to stay in touch with their customers. I appreciate even a Christmas card from the local curry house but I do not recommend just sending round-robin emails as a way of maintaining a relationship. Newsletters are useful but are no substitute for the personal touch.

In the same way that I would like our local doctors’ practice to invite us in for the regular health checks we are supposed to have but do not, surely we should all think regularly about all our clients’ needs and speak to them, whether visiting or on the phone?

Is not just being reactive a serious failing for so many in business? Are you proactive? How often to you call your clients or customers?

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What do you stand for?

 

Delivering satisfaction (and fish and chips)

You know what they sell and it’s not pizza

Supermarket blues and reds

Big business or small business – we all have to have a type of offering our public understands. What do we represent? Whom do we represent?

Even the best most experienced businesses can get confused. In the UK, our biggest supermarket, Tesco, has lost sales. Their appeal may have declined because they cannot decide whether to emphasise their quality or their cheaper offerings.

One of their rivals, Sainsburys, has done well as a known purveyor of quality. They have not tried to be so cheap, though they do try to represent value. That does not mean that in supermarket-land there is anything wrong with cheap. The big discounters are doing well too. People know what they stand for and what to expect when they go to their shops.

My bigger pictures (or photo albums)

I like to take photographs and I like Flickr. That does not mean I am any good as a photographer (probably not) but I like a good place to share and especially to learn from others. I know what Flickr stands for.

Recently I thought I would look at Google’s Picasa as I had heard good things two or three years ago. However everything has been moved to Google+ Photos  and while I am on Google+ it all seems a disorganised mess. Google changed the offering, and while I appreciate that Google is innovative and keen on evolution of its products, Picasa web is no good to me.

Credit is due to Yahoo for creating a platform in Flickr where everyone understands why they are there and can share their photos and network with those whose work they like. Of course there are complaints about any changes to the site’s appearance and presentation, but Flickr developers do ask for feedback for beta changes, so we feel we belong.

Confused? You will be

Too often I see professional firms saying for example that they specialise in e.g. Accountancy, Corporate Tax, Corporate Recovery, Financial Services, Human Resources, Office Support etc.. You see what I mean? They do not actually specialise in anything, and do not seem an obvious choice if you need one of those services. You would rather go to the firm which concentrates on the service you want, or at least had some provenance in that particular area.

Take a stand

What do you stand for? My “High Street” tax help offering is for landlords and let property even though I could help you with other things if you asked.

What is your speciality? What convinces your new customers to come to you rather than someone else?

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The value of clients and the value of you

In many businesses including mine, owners feel obliged to chase down what they see as the competition, and match their low prices. It is a race to the bottom in terms of fees and makes the profit margin on many clients very low or almost nothing. Yet we are in a business to make a profit, or how else will we live?

This race to the bottom often involves small businesses trying to compete with large ones, who “pile them high and sell them cheap”. There is of course room for such big businesses otherwise they would not exist, but it is impossible for them to offer a good personal service individual to the client. That would be too expensive for them.

Personal service is the major advantage a small business can offer. Of course that still comes with a price, but the client who pays more and receives a great service will feel more valued, and value you and your business. A client like that will recommend you.

Conversely, if you try to chase down the market to a low fee level such as that offered by the big boys (and girls) the sort of client you get will value you no more than the big providers, which is probably hardly at all. You will be just another commodity to them, and not appreciated and valued or recommended. Of course because of the low fee they will be of little value to you.

Do not sell your services or your business cheap, and don’t sell yourself cheap either.

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