Curbing our aggression?

iStock_000011891859XSmall bored womanPerceptions

My very nice Twitter friend, Elaine Clark, commented the other day:

“Why is it that women are aggressive and men assertive – well that is what blokes always tell me!”

I do not have that opinion (and I think Elaine had her tongue in her cheek), but it set me thinking about how perceptions of people govern their success in employment or in business.

Aggressive or assertive?

In large businesses I would have thought that employees perceived as aggressive would not be favoured by their bosses or the owners. However, I have to say that if we think about “assertive” meaning rather pushy and extrovert then I do think that getting noticed does help people to be promoted, sometimes above those who have more ability and knowledge. That goes for both women and men.

Certainly I remember in a previous employment spotting early a very pushy female junior whom I thought would go far. She is now a partner in that international firm. Did her pushiness pay off? It might have done, because another very pushy person but not so clever guy also made partner. I like to think the pushy lady made the higher echelons because she worked hard and is clever too.

I do think it is possible that pushy people get promoted in larger organisations because their managers prefer a quiet life. Do you?

Pushy or confident?

Having met many small business owners since I became one myself, I am not convinced that it pays to be pushy and in-your-face. In fact I know it is not. Don’t you try to avoid those people at networking events who buttonhole you and thrust their flyers and cards at you even though you have not expressed an interest?

There is nothing wrong with putting yourself forward of course. I do, even though it is not really a natural thing for me I am an introvert really, but have trained myself, through watching others, to speak and to do presentations. I try not to talk too much face-to-face about my business unless asked. It is quite different to set out our wares on our websites, or have flyers delivered door to door, because that does not force anyone to look at whatever they don’t want to.

Mainly we need to show what we can do, and what successes we have had, and demonstrate our knowledge. Male or female, we should not be aggressive or assertive so that people notice, because they are likely to react against us.

We need to gain the confidence of our business community. We can have a personal brand which people like without being over-the-top and freaking people out. To me, pushy doesn’t cut it. What do you think?

 

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Small business, Windows 8 and me

Vostro 1000 with Windows 8Having revived my old XP desktop with Windows 8 I ought to report that I have updated my five-year-old Dell Vostro 1000 laptop from Windows Vista to Windows 8. The laptop was getting rather slow. Actually Vista made it rather slow. I should think it would have been quicker in the first place with XP.

It wasn’t as though I didn’t have a choice in speeding up the old machine. Given that all applications would need to be re-installed, I did think seriously about installing Ubuntu. After all Ubuntu is quick and not demanding on memory.

Just the same I thought it would be better (on balance) to “update” to Windows 8. I was allowed to reinstall Microsoft Office without a new key as MS licenses are linked to the motherboard. I like Open Office and installed that. It runs well .

I installed my other favourites which are the decent browsers, i.e. Firefox, Chrome and Opera; anything other than Internet Explorer. That is just as slow and cumbersome as in Vista, or at least that how it seems to me.

I also have the Tweetdeck client program. All fine and dandy.

So, the machine runs much more quickly. It boots quickly. It shuts down rapidly. It syncs with my other Windows 8 machine, the one which was revived by being updated from XP. That means it uses the same theme and has the same tiles leading to the same applications and social media things.

The one major difficulty in installing Windows 8 on this old machine was that it trashed the graphics driver and installed a generic one which meant that the display definition was much worse than before. The ATI website tool failed to detect one suitable for my ATI IGP Xpress 1150 graphics. After much head scratching, a visit to the Dell Support Forum brought a link to a suitable download, so all is fine now, and our screen quality is restored.

Of course the laptop does not have all the bells and whistles of touch-screen, but it is a new quicker version of itself. For everyday use with nothing too specialised in the way of software, Windows 8 has turned out to be a good choice for this maximum 2 GB machine, and is not too greedy for this older machine.

I hate throwing out equipment just because it is ageing if it is perfectly serviceable. Windows 8 has transformed the laptop back into a useful piece of equipment. I just thought you might like to know before throwing out your old machine.

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Drilling down the detail of our purchases

Buy from me!

I’m taking notes.

 

Feelings

When we are selling our services, many of our prospects will buy the feeling and the comfort of having someone else take care of things. That is usually my initial approach, and most people do not care about the detail. They just want things taken care of. I feel the same when we are having a new carpet laid. I am not interested in how it is done. My wife and I look forward to the end result.

In business and in life, sometimes the process is important and we need when selling to be open to questions about how we do things. I know I do.

The detail

I have a current health issue (don’t worry) and I have apparently three equally good ways of fixing it. It has been hard to decide which, so I have seen three different consultants to talk through my options. Only after seeing the third and getting some vital information which I had not got from the second guy was I able to choose the second guy’s option. With a complicated issue we really do need to drill down to the detail.

Comfort zone

I use some very specialised software. A year back I had become disillusioned with the inflexible package I was being offered by my then provider, which meant I was paying for stuff I did not need. Nevertheless I was afraid to change because I liked the way the software worked and I was comfortable with it.

Asking questions

I tried several trial versions of software from other providers. I wanted more details from several of these software houses, and some were helpful and others were not. Some had FAQs which they did not answer in a way I understood. The unhelpful companies did not get my business.

The most helpful people were the ones I bought from. Their package is great, and after a year I can say I am very happy. Surprisingly, although I was not hung up on getting the best price, the cost is fairly modest. I expect they sell more because they are so helpful. Good luck to them.

If your prospect wants the detail of what you are selling rather than just looking forward to being pleased with the end result, do indulge them.

If you are buying, sometimes you will put your faith in a person you know. Otherwise, do not be afraid to ask for the detail, particularly if the process is vital to your business.

Do you ask enough questions? Don’t be afraid to.

 

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Why we need the assurance of business insurance

26 Feb 12 upload 011It seems obvious that we should insure our houses and our house contents. We have to insure our cars by law. Strangely many people do not believe in insurance for their businesses.

Of course it is true that many contractors under the control of other people or businesses (such as builders) have to have their own Public Liability Insurance. Many business owners, worried about the cost, skimp on this. Yet the insurance is not expensive. The consequence of not having it can be catastrophic if a customer has an accident and sues, because the cost of defending can be disastrous.

If a mistake in the work we do can result in a loss to a client, we need to be insured against that. Professional Indemnity Insurance covering being sued for at least a few hundred thousand seem sensible. I wouldn’t be without mine, though, touch wood and taking care, I have never had a claim. Again, even if we have done nothing wrong, the cost of defending an action can be terribly expensive and destroy a business, and maybe our wealth.

If we have a business with particular employees or of course ourselves as owners, we can insure against loss of their services in what is known as key-person insurance. It is intended to compensate for business losses in case the important person dies or is unable to work again due to illness.

I insure against loss of business income if I were to be ill and unable to run my practice. Shouldn’t everyone?

You and I may never have a loss of someone’s services or be sued, but you never know. Most of us keep an umbrella handy, don’t we? Why should we leave our businesses and our income open to the elements?

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Minding your own business content

WordPress logo blue

WordPress logo blue (Photo credit: Wikipedia)

As our small businesses are so personal to us it makes sense to keep control of what we put out in the big wide world.

You may have seen recently that Posterous is being closed down by Twitter, who acquired the platform in March 2012. I rather enjoyed using Posterous. I posted quite a few of my photos there, mainly from my walks around the countryside locally. I was disappointed that my content was under threat.

However, Posterous has offered us a back-up solution which I have taken up, and in fact I have transferred everything from my Posterous site to a WordPress.com blog, which is here. It needs work, but everything is there.

Now people might say that as another “easy” blog platform which I don’t own, that WordPress.com blog is still subject to the whims of the business which owns it. Well, firstly, I trust them to act in the best interests of their customers, and secondly, I have bought the domain through the owners, Automattic and if something terrible happened to their company, which I am sure it won’t, I can take my domain elsewhere as I did with onourbikes.com. It is still a WordPress site of course, albeit WordPress.org one, but the domain is mine and the site is backed up.

My ex-Posterous WordPress site is not a business one, but it does illustrate that we need to own all our material and content. My own opinion is that we need to own the domains of all our websites and blogs. If we use a platform such as WordPress.com, then it gives security to own the domain for $18 a year or so.

It is true that I have a blog on Blogger.com because it is convenient to post my opinion about tax issues there rather than on my main business website, which is all about content to help clients and to attract prospects.. However, from experience I know it would be easy to extract all the content via a back-up or directly onto a WordPress.org site because I have done it already.

Just do not take it for granted that everything you think you own will be preserved in aspic forever unless you really do own and back up the domain where it sits. Keep your ear to the ground for what could happen to all your other stuff, because you are just paying the rent if it is on someone else’s platform. Just because I pay the rent on Flickr doesn’t mean all my photos are not saved and backed up securely.

I think we need to keep our business stuff and all our original material in places we own. If we really cannot own them we must pay the rent for a space we can have backed up properly. Don’t lose it.

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Communicating with your employees and colleagues

iStock_000020557146LargeThe team

All successful small businesses need to have their owners, management and employees work as a team. That means quite a degree of commitment from everyone and that has to be based on mutual respect.

When I was a manager in someone else’s small business, and indeed when I was in charge of a department in a larger firm, I always believed in a relatively hands-off approach. I didn’t tell people what to do, although I helped them if they asked. I tried to be approachable and friendly, and I always thought that I got the best response.

I found that way of managing because it worked for me. I think one’s charges respond better if they like their manager. That doesn’t mean that I am making out I am a wonderful guy. I did it because it was the easiest way and I knew it worked.

Everyone wants to feel included as part of the team and to help each other. I know I did when I was further down the ranks, and I also remember (confession coming up) not trying nearly so hard when I was getting blamed unreasonably for things going wrong which were entirely outside my control. The fact I was blamed was a communication failure in the managers not taking the trouble to get to the bottom of a problem. It was counter-productive of course.

Changes

Businesses do not always run smoothly and sometimes owners and managers will feel that there needs to be a change in working practices. If they do need to be implemented then it is far preferable if the employees are consulted properly and are on board. If they have specific issues they need to be met.

Communicating the need for change is not always easy. Gini Dietrich, writing here in her excellent blog, highlights how badly Yahoo! recently got it wrong and how they should have done better in asking their work-at-home people to work in the office in future.

It’s good to talk

A well-known telephone company if the UK used to have a strap-line “It’s good to talk” and it is, if you are talking with your employees on a level of respect and understanding. They need to appreciate why change is needed, and “management” needs to empathise and understand what problems their staff may have in making the change.

Do you agree it’s good to talk?

Related posts:

What the BBC can teach us about management and team work

Why managers and workers need to respect each other

 

 

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Being passionate about our business

DSC01441Do you love what you do in your business? I do. I find it exciting to help people and make them happy, or at least take a weight off their minds.

It is great to be fired with enthusiasm I would hate to be locked into work I didn’t enjoy. Of course we all have bad days when we don’t get much satisfaction, or days when we have to grind something out. As long as we are paid and don’t have too many of those days, we can live for the fun bits we usually have.

If our clients are happy with us then we should be happy too. Customer satisfaction is our fulfilment, our philosophy and our drive to increase our sales. In other words if we are passionate about our clients, they will be passionate about our service, because passion drives passion.

Isn’t being in business just great?

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How to make your business personal

TweetdeckThe uninitiated

I am active in social media as you know, and you probably would not have found this blog if you were not also active.

The other day I was explaining to some fellow tax practitioners how useful I find social media, and particularly in the course of business. I told them that on Twitter in particular the interaction with other businesses helps me build relationships and I have a bigger pool of people to whom I might refer work for my clients or for myself. I feel I know many of my Twitter contacts because I see them talking, or talk to them on a regular basis.

Twitter feeding

So Twitter is part of my referral networking strategy and so are Facebook and LinkedIn as are various other social sites. However Twitter is also one of my means of keeping up with the latest news in my business niche, good and bad. Many of my contacts (I follow them and they follow me) have their ears to the ground for the latest breaking stories via the newspapers, websites and professional magazines. Some of them are writers and journalists in the business. They know what is going on, and therefore I know what is going on. Sometimes I can even add to what they know, and so it all goes around.

Interacting with my on-line friends is therefore part of my marketing strategy, and also part of my professional development, because it helps me know what is going on in a business environment which is forever changing. Talking with these friends allows them to form their opinions of me as well as my having impressions of what they are like.

Making it personal

In the end it comes down to building and imprinting a personal brand on my business. People buy me, or choose not to sometimes, based on what they already know of me.

The tax people to whom I was trying to explain all this did not understand what I was saying. They all work for larger firms than mine. I guess none of them is responsible for marketing. They do what they do within their firms. They think that they don’t have the time to use social media because they believe it is a waste of time.

Maybe it is a waste of time for some, but more people know who you are and I am than know any of these partners and managers in bigger businesses. We also know more people who are valuable to us in our work, and we know all the latest news in our industry as it happens. We are less likely to be caught out by a customer, a client or a prospect.

People know us professionally; who we are, what we do and what we are like in business. That is personal branding, isn’t it? Doesn’t it make us so much more approachable?

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A successful small business owner learns by experience

 

Risk to cash-flow

Risk to cash-flow

Confession

I used to work for a large firm of accountants once. They actually called themselves “Accountants and Business Advisers”. The firm held itself out as specialist accountants for small businesses and “SMEs” (Small and Medium Enterprises”). Quite honestly. I am not sure we staff were much good as business advisers because we had never been in business. I doubt whether many of the hundreds of partners knew much about business either. They all specialised in something. Only a few partners actually managed the firm’s business; the Managing Partner of the whole firm and maybe one partner in each office. The others did what they did and shared the profits, but they did not run a business day-to-day.

When I left my employment, I spent a lot of money training as a “business adviser”. I learned how to call for specialist help if I found a small business needed it. Of course they needed to be convinced they needed help, and if they accepted they did, that they needed it from me. I was not initially at all successful in getting work. That was when I really learned what running a business was like.

Hard Lesson

It was a hard lesson too with no money coming in. Cash was very limited. I had to find something I could offer that businesses actually wanted. I also readjusted to think what I could offer the public as well. I had to get some money in.

I decided to combine my knowledge acquired over many years as a tax specialist, and look for opportunities to advise both on tax and business matters. I had acquired a much greater knowledge of what businesses need to work well. The most important is cash flow of course. I also had learned along the way how to market my own business. That helped me to see what marketing other businesses needed.

I am not an specialist marketer. I know a few people who are pretty good at that, so I could refer on my trusted clients. Over the years I have acquired more skills myself, but at the same time found others to help my clients.

Linked out

In the UK there used to be something called Business Link, which was a government initiative. It was partly staffed by various people retired from their jobs, such as ex-bank managers. I am sure they were all well-meaning, but they had never run a business. They made suggestions, but never saw any issue from the business owner’s perspective.

If you offer a solution to most small businesses the owner will say:

  • How much will it cost?
  • What is the value to my business (what’s in it for me)?
  • What is the risk (that it will not succeed or that I will lose money)?

Of course if we are offering a solution, we know that the way to get past the cost issue is to show the value. However, it is the risk that any business owner will worry about. Whether the “solution” will cost more than the benefit, and most importantly, what is the risk to cash-flow and profit. A bank manager would not understand that, and neither would most partners and staff at my old accountancy firm.

Practice makes perfect?

We learn from others in business and we should always look to do so. We should know when we need help and ask for it. However the only way you, I and everyone else can know what it is like to run a business is by doing it. That is the biggest lesson of all, don’t you think?

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Taking responsibility for our work

iStock_000011891859XSmall bored womanA couple of weeks ago my Dad had to go to the local hospital for some tests; three of them in total. I took him in, and understood that it would all take around three hours. Dad assured me that he would let me know when it was all over and I should go back to my parents’ home and collect him later. I assumed he would be looked after properly.

Instead my Dad, who is ninety, had to dress after the second test and walk on his own to the other end of the hospital for the last test. That was hundreds of yards and he is really not very good at walking. Why did no one think to call a porter with a wheelchair? Why was there no joined up thinking by anyone? Why did no one take responsibility?

That is the trouble with many large organisations and businesses. They think only of process, and not about the needs and feelings of their customers and people in their care. It is down to poor management and not giving middle management and individual staff freedom to make their own decisions without running their ideas past many levels in the hierarchy.

In small businesses, we have the advantage of being close to our clients, but also taking care of their needs is part of keeping their business, quite apart from our not wanting to let them down or suffer any inconvenience.

We owe it to our customers to make sure they have the best possible experience. Wouldn’t it be great if we could impress this culture on our hospitals, telecoms providers and other large businesses in which customer service is an alien concept?

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