The outbreak of Covid-19 has got the world on lock down and many employees have transitioned to working at home. With that, many entrepreneurs are holding daily conference calls to keep teams connected.

The upside is many employees are having greater communication with their managers than they previously had. Unfortunately, many owners have never participated or hosted conference calls and in my conversations with participants, I’m hearing that many of these calls are bit chaotic and frustrating.

So I thought I’d offer up the following 6 tips to have better conference calls.

1. Be on time!

There’s nothing more distracting than someone joining a call late only to declare “Hi I’m here!”. This usually happens without consideration that with a call in progress, someone may be already talking, and your arrival and announcement totally disrupts the flow. Login quietly and wait until there’s a break in the topic to let people know you’ve arrived.

2. The meeting Chair

Whoever is hosting or chairing the call, needs to set some rules or guidelines in order to control the conversation and keep it on track. One thing I did when chairing in-person committee meetings in my many volunteer roles, was to make sure everybody had a chance to speak. Many people have great ideas or want to contribute to a conversation but just don’t have the confidence to speak up. These same people tend to be a little more reserved and therefore remain quiet. Let be honest there’s always a core group of people who monopolize conversations, so the quieter ones are little intimidated and don’t speak up.

So, in order to give these individuals a chance to air their ideas or concerns, I would keep track of who has spoken on a given topic and then I would go around the table and ask the individuals who hadn’t commented, if they had anything to add. This way they were given the opportunity to make their thoughts known.

In a conference call, the chair should state the issue or ask the question and then ask each individual, one at a time to comment. This alleviates the typical free for all that usually happens, and the conference call becomes more productive.

As a caveat, some conference calling platforms have the ability for individuals to digitally raise their hand to comment. However, many of conference calls taking place today calls are being held on mobile phones without these functions.

3. Set out an agenda

Just like in person meetings, whoever is running or chairing the call should put out an agenda beforehand. Since these conference calls will be daily or twice daily events, the list will be small. It’ll help at keeping everyone focused on the issues at hand.

4. Put your phone on mute

There’s nothing more annoying than background noise during conference calls. Since many people are going to be working from home, with kids and dogs underfoot, this is a big problem. So, if you’re not talking, put your phone on mute until it’s your turn.

5. No speaker phones or hands free.

Usually the sound quality when talking on speaker phone is significantly reduced. Using the speaker phone setting makes it difficult for everyone else to hear what your saying and requires immense concentration. Get a set of headphones if you need your hands to be free during the call. It’ll make the call more comfortable for everyone else.

6. Assign a minute taker

Just like any formal meeting someone should be taking minutes of the meeting. They don’t have to be long dissertations. Point form is sufficient and is really just a summary of issues and actions required. Unlike an office meeting, there’s little chance to do face to face follow up, so these minutes can be distributed shortly after the conference call ends and serves to keep everyone on task. The minute taker should be rotated between the callers every day.

These are trying times for most entrepreneurs. Many have never faced such a dramatic shift in they way they are forced to do business. However, this is a wonderful opportunity to try out those ideas you’ve always had, but never had the time to test.

Using conference calls to keep your arms around everyone and provide clear direction is just one of the tools, that did not exist or were the exclusive domain of large corporations not that many years ago.

Stay safe.

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Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

A few months ago, I finally did something that I had longed to do but just never got around to it. Not quite a bucket list item, but pretty close. That something was to drive a race prepared car on a closed road course. Calabogie Motorsports offers just such a program. The road course is just a hair over 5 kms that has 20 turns and enough of a straightaway to get you to question your sanity. But at the end of the day, I couldn’t help but draw many parallels between the days activities and running a small business.

It all started because my youngest son was planning on signing up for the half day training at the track, and it only took me a couple of minutes to invite myself along. It’s funny how these things always seem like a good idea until the early morning drive to the track makes you wonder if it really was.

Now driving is something I’ve done my entire life, having spent my early days as a long haul truck driver. Getting behind any vehicle with a steering wheel is something I’m comfortable with. What gave me pause, was the fact that I’d be hurtling along in a race car at over 200 kms. That plus the fact, you never want to be that guy that embarrasses himself in front of the other 10 participants, let alone your son. That can be somebody else’s job.

Briefing session

So, as we gathered in the training room at the appointed time, we were welcomed by a couple of gentlemen that were going to review the schedule of morning activities, the characteristics of the car, track conditions that day, safety rules and the meaning of the on-track flags. This brought about the first comparison to running a small business.

Small Business Tip#1 – Briefings

How often do you take the time to gather everybody together, to define the day’s or week’s activity? How often do you remind your group of why they’re here and what we’re hoping to achieve or gain that week? How often do we set expectations in a team environment? Although we have great intentions of doing so, I suspect we don’t do it often enough.

As a result, we just assume everybody knows what to do, when to do it and what’s expected. Sadly, this lack of direction or confirmation of understanding can lead to untold number of mistakes. Implementing, short briefing sessions on a weekly or daily basis, as well as at the beginning of a major assignment can greatly reduce confusion and ensure your team is focused on the same end results. Or as the saying goes, make sure everyone is on the same page.

Track Time

After a quick introduction to our in driver trainer, we made our way out to our cars. These race prepped cars, had windows replaced where needed with Plexiglas and removed where not necessary. I can tell you getting into these vehicles is quite the process as you weave yourself around and through the roll cage, much like performing a downward dog yoga move coupled with a reverse warrior pose to end up in a snug, but less than comfortable racing seat. They make it look so effortless on tv, but I can assure you it’s not.

For the first of three on track sessions, you are a passenger as the trainer puts the car through it’s paces and shows you what’s possible. As a first time passenger in a fully prepped race car, I can confess that it’s a whole new experience. Unfortunately, the sensory overload during the ride along, really wasn’t conducive to learning anything the trainer was saying. There was just too much information to be absorbed in a very unfamiliar environment with your senses being hammered by new inputs. However, I do remember him saying that sometimes you need to go slow to go fast, which I didn’t quite understand at the time.

Small Business Tip #2 –  Teaching moments

Too often we assume people understand the objectives. We throw so much information at them and then never take the time to confirm their understanding. To be sure we ask if everybody understands and of course heads nod in agreement. This can be because they don’t want to look foolish or more often, they actually think they do understand, but it may be a completely different understanding.

Taking a few extra moments to ask specific questions about expected results or executional details to truly confirm their understanding can go a long way in avoiding missteps. The reason for this extra steps is to make sure someone hasn’t misinterpreted a critical piece of information or expectation.

My Turn

So now it’s my turn behind the wheel. The moment you push the engine start button and the V8 roars to life, you know you’re not in Kansas any longer. The sheer raw power of the engine shakes the car and is felt in every fiber of your body. Not uncontrollably mind you, but enough to make you respect it’s potential and get focused. It’s also the time when you start thinking, what the hell have I done!

Sitting behind the wheel you realize that these cars are stripped down to their bare essence. An engine, a transmission, tires, body shell and absolutely no interior padding with only a handful of gauges. That’s it, just the basics. But seriously, what else do you need? These cars are built to go fast and stick to the track.

Small Business tip #3 – Simplify

How often do we have steps or unnecessary processes to getting a job, task or assignment done, just because we think it’s necessary? Do we have efficient processes? Can we strip down the process to it’s basics in order increase our deliverables? Has anybody asked, why we do it this way or is there a better, simpler way?

The race car is meant to go fast and it does so without any unnecessary frills. Shouldn’t we be running the most efficient businesses we can? If something doesn’t add real value to the customer, then it shouldn’t be there. Are we asking our staff for their input or suggestions? They are the ones that work with the processes every single day, they just may have a better way.

On the track

As I pulled out onto the track, I distinctly remember that the transmission and clutch had a familiar feel. It then dawned on me that it reminded me of my uncles farm trucks of my youth. The transmission and clutch had a very positive interaction and it was all business, no frills.

Staying in the safety lane all the while accelerating in order to merge with the other vehicles, it was at this point that I realized, I didn’t remember a thing my trainer had told me. However, being connected to him via headset as he sat in the passenger seat, I started receiving a constant stream of instructions that easily matched the speed of the car as we approached 200kms per hour.

For the next 15-20 minutes we did laps around the track as I desperately tried smooth out my handling and add a little finesse to an otherwise less than stellar run. At the end of the session, we made our way in for a debriefing session with all the participants as we asked, and they answered our questions.

Small Business Tip #4 –  Status updates

How often do we gather everyone to either get or give a status update on the company or an initiative? Scheduling regular but short debriefing sessions help to identify road blocks, allow for clarification and make course corrections. Checking in regularly can solve many minor issues before they become major issues that are impossible to correct.

The last session.

This last on track session is where I had my greatest breakthrough and an “Ah ha” moment. As with most people who do these things, I felt I was a pretty good driver and understood the basic concepts of racing, such as finding the straightest line through a curve, etc. However, that easier said than done as I consistently missed apex after apex on most turns. It was frustrating and humbling.

The trainer kept telling me to brake hard to scrub speed as I entered the tightest turns. I figured I understood the concept, but time and again, I’d blow the turn. I thought I was going slow enough to hit my mark, because going any slower wasn’t cool and we’re suppose to go fast, right?

So, on one particular lap I figured I’d slow down earlier and harder and see what happened. To my amazement, the car just hunkered down and dug in. We held the line and we rocketed out of the turn, with very little corrective input required on my part after pointing the car in the right direction. The throttle was wide open, it was almost textbook, and it was confirmed by my trainer’s comment “that’s what I’m talking about” through the headset.

Small Business tip #5 – Pump the brakes

Too often we’re in a rush to get the end result. Ambition is a great quality but needs to be tempered at times. The Navy Seals apparently have a saying that says “Slow is smooth, smooth is fast”. I know that sound contrary to what we believe, but it works.

Not always, but sometimes we just have to pump the brakes on an idea or initiative and stretch out the deadline. By doing so it gives us the time we need to make sure we have all the information, the right people and the capacity to handle the assignment. Whether that’s growing our business or contemplating pitching a large contract. This extra time may allow for a much smoother execution and less rework, because smooth is fast.

Go Slow to Go Fast

Going too fast can be very stressful for all involved and can set us up for mistakes. Knowing when to hammer the throttle and when to stand on the brakes is an artform in itself and I have a new found respect for professional drivers because it’s both mentally and physically draining controlling a race car at speed.

The same can be said of running your business too fast. Sometimes you just need to go slow to go fast.

I appreciate hearing your feedback to this or any of my posts. So share your thoughts below.

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Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

This is a guest post by Robert Fraser of Senior Exec Consulting an IT expert.

e-Transfers have been a wonderful convenience, especially as a small business, however there are some startling security issues.

So lets be honest, most of these can be traced back to lousy security habits on behalf of the person sending the e-transfer. Email systems being hacked and just plain bad passwords. The banks are backing away and not taking responsibility, so its time to do them properly.

Five things to increase security

If you use e-transfers or would like to (I’m a big fan), there are some simple things you can do to increase the security.

Let’s start with your email system:

Move away from the old POP and SMTP email systems. These systems are based on 1970/80s security. Microsoft Exchange or Google’s G Suite are great alternatives among others and they both allow you to use your own domain.

  1. No matter what – change your email password right now! Make sure it isn’t the same as any other password you use – your Facebook, LinkedIn or other sites. That way if one system gets hacked, they don’t have the password to everything.
  2. Use a minimum 8-10 character password. And here’s a tip – stop thinking of passwords and start using pass-phrases. Phrases are longer and are actually easier to remember.
  3. Make use of a password manager. Please get rid of that book with all the passwords crossed out or trying to remember them in your head. I personally use KeePass and sync it between all my devices through Google Drive.
  4. Change your email to use 2-factor security. Pretty much all email systems (Gmail, Outlook etc.) use 2-factor or MFA as an option and will eventually force them to be mandatory (as any Exchange user knows, Exchange is going through the switch now).

Three e-transfer tips

When using e-transfers, here’s a couple of tips:

  1. Use a passphrase instead of a word.
  2. Don’t send the passphrase by email. Verbally let the person you are sending the money to the password or use an encrypted messaging system such as WhatsApp. At the very least, send it to another email address that is different than the one you are sending the money to.
  3. If you receive a lot of e-transfers, register so they are automatically deposited in your account as soon as they are sent. No password needed and no one can change the receiving account on you.

These are just a few small things you can to increase your security. If you have any questions or need help, my contact information is below.

Contact Information         Robert Fraser – Senior Exec Consulting robert@srexecconsulting.ca

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Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

I’ve been considering this topic for quite some time but wasn’t sure it was worth addressing until a recent trip to New York City.

Having been out to dinner, we returned to our hotel and were waiting for the elevator to make its way to the ground floor. When the door finally slid open there was a young lady getting ready to disembark. Also, in the elevator, but tucked over to the side where the floor keypad is located, was a young man who was an employee of the hotel.

As we waited, the young lady began to step out of the elevator car, only to be cut off by the hotel employee. There was a look of confusion and shock on the young lady’s face as was on mine. Although it took a few nanoseconds to register with me what had just occurred, I yelled at the young man, “Hey dude, the customer goes first!”. To which he just kept on walking without acknowledging the comment.

As I turned back to the young lady, she said “no kidding, right?”, which gave me hope that this courtesy was still expected by a much younger generation.

Yield the right of way!

I’m not sure where I learned about this or whether it was just an extension of my upbringing, but whenever I crossed paths with a customer, I yielded the right of way. It’s a pretty simple and respectful philosophy that just became second nature to me over the years of retail sales and service.

For the most part, letting the customer go first, is still the norm, but I’m seeing a marked increase in number of instances where employees blatantly cut off customers in a retail setting. These individuals are completely oblivious of this simple protocol.

In addition, I’ve frequently watched as employees and customers converge at a doorway or in an aisle and instead of them holding the door or allowing the customer to go first, the employee just continues on as though they have the right-of-way. This is just wrong!

Customer expect to be treated with respect

The point of this is, our employees are an extension of our business image and values. More often than not they are the front line, customer facing vehicle of your company. How they act or conduct themselves reflects directly on your organization. Customer expect to be treated with respect and courtesy.

Although you may not think you need to explain these norms to employees, I’m letting you know, it’s one more thing you need to address. Assuming that employees get it, is always a mistake. Just consider the hotel example. So, if you expect employees to act in a certain way, then the only way to ensure a certain behaviour is to tell them what you expect.

It defines superior customer service

On the other hand, if you don’t think an employee cutting off a customer or not holding a door is no big deal, then you may have bigger problems, because it matters. You need to care at the granular level about these service issues. It’s part of what defines superior customer service and professionalism. It’s about respecting your customers.

Because respecting your customer, will never go out of fashion.

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Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

Technology has been an amazing boon for businesses of every size, but none more so than for small businesses. Having come of age as an entrepreneur through the technology evolution, it’s truly amazing that what once took days by many, is now done in minutes by one person.

The development and ease of use of current technology now allows small businesses to compete with much larger organizations. Software applications that once would have cost the small business owner a fortune to purchase, along with the hardware to run these applications, are now available for pennies a day and hosted on the cloud. Heck, most can be managed on your smartphone, giving you true mobility and freedom.

Small screen and keypad restrictive

I admit that, try as I might, there are just somethings that I can’t manage well on a smartphone. Whether that’s because the screen size or fat finger syndrome, I just prefer a much larger interface. Don’t get me wrong I love having all this capability in the palm of my hand, but I find the small screen and keypad restrictive.

I read somewhere once that smartphones and tablets are for consuming information, whereas laptops and desktops are for inputting information. I guess the reason I remembered this, is because it certainly rang true to me. Hats off though, to those that can manage everything on their smartphones!

This simple app never gets credit

However, one the most powerful apps included in every smartphone that gets used less and less every day, is the phone app. This powerful, yet simple app never gets any credit or hype, yet has the ability to increase our efficiency and productivity many times over.

Unlike so many of our other available communication apps, this simple app can cut through the clutter that fills our inboxes and messaging apps. Aside from calling a customer service line, where you’re put in a cue, because our call is important, if someone is available, they’ll usually answer the phone. This then becomes an opportunity to create a personal interaction that is sorely missing in todays business environment.

Calling someone to get an answer, is far quicker than writing an email or sending a text message. Talking to someone on the phone reinforces the relationship and that’s a critical element in a selling situation. One major advantage a phone call has over just every other communication vehicle, except face to face interaction, is the ability to hear an individual’s emotions.

It reinforces relationships

This live interaction gives you the opportunity to clarify or reinforce your position based on the feedback you’re receiving. A phone call allows to adjust on the spot should the situation change or if someone is having a bad day. You can’t really do that once you’ve hit send on that email or text message.

In addition, when two people are having a conversation, you can typically benefit from added information that is shared during a conversation. This information can be personal or business and serves again to reinforce the relationship. This rarely happens in email or text communications.

Phone calls also have an immediacy. Once more, if the individual is available, you’re not having to wait hours or days for a response that is becoming the norm with many electronic communications. Most interactions via the phone are usually just a clarification on some outstanding issue. If necessary, a follow up email can always be sent later as a confirmation. Meanwhile, by making a call, you get your answer and can then move forward with your task at hand.

Phone calls are personal

I’m constantly having to remind clients to pick up the phone when I see them starting to compose an email or text message. As a small business owner, it’s incredibly important to connect on a human level as frequently as we can with our customers and prospective customers. It’s one more human touchpoint. In many cases it can be a point of difference between you and your competition, because a phone call is personal.

I’m not sure how we’ve managed to move away from this tool but as the chasm grows between human interaction, I predict that we may see a resurgence in it’s use. I for one hopes so. So next time you’ve got a question for a customer, pick up the phone!

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Copyright © Greg Weatherdon 2019

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Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

We all know how much work it takes to survive, let alone thrive as an entrepreneur. We have all put in the long hours and have faced disappointments along with the successes that come with the territory. Some days, you’re just freaking awesome. On others, not so much. It just feels like you’re taking one step forward and two steps back. Such is the life we have chosen!

You work your butt off to get the business, but somewhere along the line you or your staff drops the ball and turn in a less than stellar performance. This typically results in a call from an unhappy client that until you picked up the phone, you were totally oblivious to any problem, and now you start to scramble. Not only do you scramble for the right words to appease the client, but you scramble for suitable solution that will hopefully make things right. Sometimes it’s a simple fix, but more often than not, it usually costs you a chunk of your day and worse, a chunk of your profits.

Crisis Moment

If we’re to be honest, this has happened to everyone on occasion, but what really concerns me, is when this happens with such frequency it’s just accepted as another day paradise. Unfortunately, I see a lot of businesses that seem to operate in this constant crisis mode. If it wasn’t for the abilities of these owners to placate the customers, they would have ceased to exist long ago. But seriously, what a waste of energy, talent and resources.

If we could just step back for a moment and look how much effort goes into “making things right” with the customer, it really is a shame. What if all that energy could be focused on moving the company to the next level or to deal with higher value initiatives, instead of wasting it on fire fighting activities that should have never occurred?

How do you want it done?

The thing is, it takes just as much energy to have a great company as it does to have a mediocre one. The big difference is in order to create a great company, you need to take the initiative and be proactive by doing the following:

● You need to set the priorities.
● You need to train your people.
● You need to create the systems.
● You need to set the minimum acceptable performance thresholds.

If you noticed, the operative word being “you”! You have to roll up your sleeves and you have to figure out what you want and how you want it done.

In some ways, constantly operating in crisis mode is easier, you just let it happen and then react to it when it comes up. That way you can spend the rest of your time, if there is any, blissfully ignorant of all the problems. But this is a highly stressful way to run a business and your life and to be honest, it gets really tiresome after a while.

The right moment will never come

Alternatively, if you want a calmer work environment, then you’ll need to take a proactive approach. The problem is, it’s all about you. It all rests on your shoulders to start the transition. The challenge of course, if you’re already living in small business hell, is you’ll need to dig even deeper to find some time and the energy to start making the changes. Let me caution you, that if you think you need to wait for just the right moment start to making changes, you’re only fooling yourself, because that moment will never come.

So, in order to break this logjam of when to start, my best advice, is to start right where you are. Stop what you’re doing, take a deep breath and ask yourself these 5 questions:

● What is the current crisis you’re dealing with?
● What went wrong?
● Is this a recurring issue?
● What could I have done to prevent this?
● What can I do to prevent this from happening again?

When you ask these questions, make sure you do a 360 degree look at the situation. It’s really easy to lay the blame in the wrong area, because chances are it’s a combination of missteps. Throwing your hands up and saying you shouldn’t have to worry about this stuff is what got you here in the first place and is not going to fix anything. You do have to worry about this stuff.

It’s a teaching moment

Once you’ve identified the root cause of the problem, lay out a plan to ensure it doesn’t happen again and make sure everyone involved, knows.
You need to understand that people want to learn and to be better. It’s your job to teach them, because that’s what leaders do, to show them a better way. So, this is not a time for screaming and yelling, it’s a teaching moment.

Hoping and praying that things will get better all on their own, is a fallacy. When you started your company you had a vision. Unfortunately, somewhere along way it has gone sideways and now you find yourself wondering what you’ve got yourself into and you’re probably tired of it.

Letting people know what you expect done, how you expect it done and when you expect it done, will go a long way to transition your business from average to great.

Copyright © Greg Weatherdon 2019

Sign up above to receive email notification of the latest update to this blog.

Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

We all learn lesson throughout our working lives. Some are good lessons, some are a little painful. Some of those lessons we remember, some we forget. Hopefully, we learn to apply the good lessons as frequently as possible and not repeat those painful ones too often.

One of those lessons I learned a long time ago, was to play the long game when it comes to sales. So, what do I mean when I say, “the long game”? The long game means understanding that actions today may pay off at some future point with unknown timing.

The long game is understanding that people are different. Whereas some people need to buy immediately, others prefer to do preliminary research before buying. On the other hand, some customers have existing relationships or inventory that precludes them making any immediate changes but are now entertaining other suppliers.

Never know which ones

A lot of people think of sales as a one-hit wonder, whereby if someone doesn’t buy immediately, they are dismissed, and you simply move on to the next prospect. To be fair, some industries have created this environment. What is far worse, is that many individual salespeople operate this way regardless of their industry and think this is perfectly acceptable. Their attitude is, if you’re not buying, you’re simply wasting their time.

Fortunately, professional salespeople don’t work that way. They know the value of playing the long game. They’re focused on building relationships. They are patient and provide whatever information the prospect requires, all the while knowing many of these prospects will never convert to a sale. As frustrating as that can be, they also know that quite a few will eventually turn into clients. Unfortunately, they never know which ones.

So, the lesson I learned, was when I first started out in sales after leaving my career as a truck driver. Needless to say, I had very little sales training, but I had good instincts and had availed myself to every sales book I could get my hands in order to become proficient.

I decided this wasn’t for me

The job was selling flexible packaging, which was a fancy word for plastic bags, the majority of which were custom printed. I had no territory or existing accounts and was free to travel within reason to generate business. My prospect list covered everything from boutiques, chain stores, manufacturing and agriculture. Pretty much anyone who used plastic bags. This was a volume business because the set up costs for custom printing was high and therefore had to be amortized over thousands of units.

Because of the sheer number of bags companies had to order became quite an obstacle. Regardless if our quality was better or price was cheaper, I constantly faced this existing inventory issue. Although I kept both my spirits and head up, it eventually started to take its toll. Even though I managed to get a few orders here and there, this lack of success, eventually got the best of me and after a full year, I decided this wasn’t for me.

Funny thing is, I wasn’t on commission and I wasn’t being pressured by the owner of the company to up my performance, other than the occasional enquiry of my plans for the day. So, I probably could have stuck it out for a while longer. But alas, I decided to leave.

When I handed in my resignation, I remember getting berated by the owner over how much he had invested in me. I couldn’t disagree, as he had been more than generous, in supplying a car and all expenses along with a decent salary. Suffice to say he was none to happy. But I just wasn’t able to generate many sales and I was getting into quite a funk over it.

Then a funny thing happened

Over the next few months, I kept hearing through the grapevine how disappointed he was in me.  Little did he know I was also a little discouraged with this sales career I had chosen. Then a funny thing happened.

It all started with a few orders trickling in and then they just kept on coming. Within a couple of months, hundreds of thousands of dollars worth of orders were placed. These orders came from a number of those accounts that I had visited over that year of cold calling. In today’s numbers, I would estimate the value of those orders would be close to a million dollars. It was at this moment that I learned the value of playing the long game.

I would be remiss if I didn’t mention that after months of being criticized by the owner for leaving, he quickly changed his tune and began telling people how good I had been. Not something that happens very often.

Although we try to uncover customers needs and overcome their objections, there are plenty of times when you just can’t make a sale. Keeping in touch, following up and being patient has paid off more times than I can remember. The best part of playing the long game is when you least expect it the phone rings and someone wants to place an order. It makes for a real good day!

You may also enjoy The 80/20 Rules of Sales

Copyright © Greg Weatherdon 2018

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Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

I have worked with hundreds of entrepreneurs helping them to shape their businesses into their vision. One problem that I frequently come across is the quality or I should say, the lack thereof of some 3rd party service providers e.g. bookkeeping, IT specialists, etc.

For the record, I’m all about outsourcing non-core or mission-critical activities to individuals who specialize in a given area. But time and again I find that many of these providers never consider the best interests of their clients.

Most of my entrepreneurial ventures have been as a service provider and one of my key mandates was to always be searching for ways to reduce our costs to our clients. That may sound treasonous, but in fact, it helped to grow our profits and our roster of clients, most of whom were divisions of global packaged goods companies.

“Clients are always looking for cost reductions…suppliers are always looking to increase their billings”

The premise was simple. Clients are always looking for cost reductions on the goods and services they buy, so my thought was to pre-empt that thinking. Without boring you with the details, we provided telemarketing and communication services to the packaged goods industry, servicing their small or orphaned accounts.

Our normal program recommendation was to execute 3-4 telemarketing sales programs a year. The targeted accounts would range between 3,000-5,000 retailers. By the end of the second program we had accumulated sufficient information to go back to the client looking to adjust our original agreement-downwards!

Of course, this is not the norm. Most suppliers always look for ways to increase their billings by recommending the program be expanded. Our approach on the other hand, was very disarming to clients but was based on solid business premises.

Our typical recommendation after the second wave, was to reduce the number of calls by around 20%. Because at this point we usually had enough data to determine which accounts simply weren’t interested, for whatever reason, in dealing with us. We were in effect, wasting our clients money and therefore they should be culled from the program.

So, what did this approach do for us? It positioned us as a trusted partner and an organization that had our clients best interest at heart.

  1. It dramatically increased our sales ratio performance e.g. a 35% sales ratio automatically jumped to over 40%.
  2. Our revenue per call would also soar. Clients always like that.
  3. Our profit margin jumped significantly as we kept a percentage of the savings. The clients never questioned us as we passed on about 80% of the savings.
  4. More often than not, clients would reallocate the savings to another program for us to execute. So, we really didn’t lose anything.
  5. Our efficiency increased as we were able to service more clients, at higher margins, without increasing our manpower or physical space. All while growing our revenues.
  6. Our clients regularly referred us to other divisions within their organizations.

The best part of this strategy was that we rarely had to justify our fees. Not many service organizations have that luxury.

“When I uncover these duplication, clients begin to lose faith”

Unfortunately, in working with my clients today, I find that many of the service providers they use, never look to help them. They simply focus on maintaining the status quo to protect their billings that often results in the duplication of efforts. When I uncover these duplications and bring this to my clients attention, they quickly begin to lose faith in these individuals.

These service providers think that by helping the client be more efficient or show them a better way, that they will put themselves out of job. Nothing could be farther from truth. It would in fact solidify their position in the eyes of their clients.

To be fair, clients are not innocent in this by any means. I’ve talked about this in The Small Business Minute #56 Delegate not Abdicate. Too many entrepreneurs eagerly outsource tasks that they don’t like doing or have no knowledge and then immediately ignore it assuming they no longer have to worry about that area of the business.

Too be fair, there are many great individual service providers that are engaged in their clients’ business. They provide valuable assistance and insights but, there are just as many that don’t.

So, if your service providers are not helping you run your business and don’t regularly suggest improvements, it’s probably time for you to demand more.

 

Copyright © Greg Weatherdon 2018

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Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

Read Time: 5 mins

Don’t worry about your competition. Pretty unusual advice to receive for any business owner. To be sure, we need to know some things about our competitors like:

• Who they are
• What products they sell
• Their pricing strategy i.e. cheap or expensive
• Their reputation i.e. after sales service, timeliness, etc.

But this just makes good business sense. Far too often I find small business owners who obsess about every move their competitors make. This obsession often leads to distraction and paralysis as they are not sure whether to match a competitor’s activity or ignore it.

In industries where there is lots of competition, you run the risks of getting serious whiplash as you try to keep an eye on what they are all doing. Let’s be clear, some of your competitor’s activities will prove to be successful. When that happens, that’s your queue to borrow their strategy, provided you have the skills to make it happen, but not before.

Play your own game

Nine times out of ten though, my advice is to completely ignore what the competition is doing and to focus squarely on your own business. In other words, play your own game. What does play your game mean? Well, most us like to think we provide the best service possible to each and everyone of our clients. But do we really? Or, do we simply accept ”good enough” as our performance standard and only do our best once a customer complains?

Think about this for a second. If you were to outline what you consider to be the gold standard of service delivery in your industry, how do you stack up against those benchmarks? Now be honest. Chances are, we probably miss the mark on many and you know what? So do most of your competitors!

Performance standards

Although we talk a good game, do we really do what we say we’re going to do? Do we start when we say we’re going to start? Do we finish when we say we’re going to finish? Do we keep the customer informed throughout the assignment like we said we would? Probably not and why? Because most of us have never set performance standards.

Having performance standards is even more important as we add employees to the organization. As our company grows, we tend to get farther and farther away from the actual work. Where once you were directly involved, you could take corrective action and catch any oversights. Now, you’re relying on others to deliver the end results and you assume they know what your expectations are.

Everybody has their own standards

Statements like “we provide the best customer service” or “we are dependable” are hollow throwaway statements when they’re not backed up by any performance standards. We wrongly assume that our employees know what those words mean but unfortunately, they don’t because everyone has their own definitions and standards. The only way to get everybody on the same page, is by having a clear set of documented standards that outline expectations that are monitored and reviewed regularly.

So, what are some benchmarks or standards that we can put into place to ensure we are doing our best work? Here is a list to get you started and add to once you’re comfortable with the concept

  1. Return phone calls and emails promptly – I had a policy that we returned all client telephone calls immediately or worse case before the day was done. Even, if we couldn’t answer their question immediately, we’d let them know we were on it and when we’d have the answer. Then get back to them when promised. In a subtle way showed them they were important.
  2. Advise clients beforehand of any potential problems that may arise. For clients of my company, if we saw any stumbling blocks to success, we would advise them before beginning the assignment. In these situations, we would try to get them to tweak the parameters. If that was impossible, we typically advised them not to proceed. Why did we take that stand? It’s simple, we knew what it took to execute a successful program and we wanted to avoid marginal programs. It wasn’t worth the grief of explaining after the fact why things didn’t go as they expected. It was a powerful credibility builder when we told clients we didn’t want to spend their money.
  3. Start when you say you will. Granted, things happen that can blow up your scheduling, but more often than not, you probably didn’t leave enough of a buffer between projects for the unexpected. If things go smoothly, then getting permission to start early is a lot more enjoyable than the alternative. If you absolutely must delay the start, give them lots of notice, so they can adjust accordingly.
  4. Advise client immediately, when you encounter unforeseen problems and allow them to make a decision, instead of surprising them at the end with an larger than expected bill. That never goes over well

Too often, we get so enamoured chasing new customers or chasing the competition, that we forget to keep our promises to those customers who entrusted us in the first placed. By establishing company wide performance standards, you will deliver consistent results that make for loyal and profitable customers. I’ll promise you the competition won’t figure out what you’re doing.

Got some other ideas, let me know in the comments below

You may also enjoy Look as good as you sound

Copyright © Greg Weatherdon 

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Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.

We all spend time, money and other resources making sure we put forth the right professional imagine. Many people limit their definition of image to how we look, dress and speak and for the most part that would have been acceptable once upon a time. But not anymore.

In our connected digital world, the tools we use to do business number in the many. What was once a Yellow Pages ad has been replaced by a website and a variety of social media business pages. Where a human being answered the phone, auto attendants and voicemail now do the job. All in all, these are wonderful tools that have increased awareness and productivity and reduced operating costs in the average business.

We need to check

Unfortunately, because they do their jobs so efficiently and require little maintenance we often forget to check in on them to see how they’re doing. Because of this neglect, these tools may not be projecting your company, staff or yourself in the best light.

How often have you called someone and got their voicemail that states that they are away from the office between two specific dates? A common experience that we’ve all come across. Sadly, though the dates of their absence are months old. Similarly, you receive an email out of office notice, generated by an auto responder, that is weeks old! Lastly, you go to a website that clearly has not been updated in years. What message do these oversights send to their customers or business partners? That details aren’t important?

We already know

Why does this happen? There’s a pretty simple explanation. We don’t phone or email ourselves. Nor do we ever go to our own website. Why would we? We already know what we do. We already know which products or service we sell. We know where we are located and our phone number. So, we have no reason to check any of these things. But that’s exactly why they need to be checked regularly, because no one is.

So, here’s 7 things that need to be checked regularly:

  1. Call your office main line and listen to the message. Does the message project the company imagine? Remember it was probably recorded a long time ago and possibly by an employee that is no longer there. This is one of your first point of contact with potential customers. Does it convey a welcoming and professional tone? If you cringe a little or think it can be better, then fix it now.
  2. Next call each person’s extension. What does their personal message sound like? Is it clear? Is it what you’d like your customers to hear? Remember not everyone is comfortable recording a voicemail message. If it’s not to your liking, help them change it by writing a script for them and getting them to relax and smile while recording it.
  3. Call everyone’s cell phone and listen to their messages. If you’re paying for the phones and include these numbers on business cards, then you have a right to check and enhance.
  4. Send everyone in your company an email, including yourself. Don’t forget to include your company’s generic address such as info@ and sales@. Do you get an auto-attendant response? If not should you? If so, is it valid? Is it current?
  5. Visit your website. First check to see if the contact information is current and accurate. Then move on to content. Is the information still current? Does it look cluttered? A very high percentage of prospective customers, will check your website prior to initiating contact so it behooves you to make sure the information isn’t dated. Does the site have to be an award winner? No, but it must at least contain current information.
  6. Have you got a Google Business page? Is the information valid or current? Have you moved locations? Is your business hours and contact information accurate?
  7. Are your social media pages such as Facebook, Linkedin, Google+ and so on contain the right data? Also consider that if you haven’t posted anything in months on these pages you may want to reengage or otherwise suspend them. Customers want to see timely information on these sites. That’s why they’re called Social Media not Static Media.

So, take a moment right now and put your customer hat on check your own voicemails, emails and the website. Do they sound, look and feel right? If not, fix it now because it’s probably costing you money.

Copyright © Greg Weatherdon 2017

Sign up above to receive email notification of the latest update to this blog.

Get More LIFE Out of Your Business

You shouldn’t be the hardest working person in your company.

Many small business owners find that even after the struggling start-up years, they’re working too many hours and still managing every aspect of their businesses.

Greg Weatherdon has been there, done that. As an entrepreneur, he learned not only how to get a business to the point of running smoothly, but also how to reduce the number of hours he worked, delegate more responsibility to his employees, and take longer vacations while his business chugged along like a well-oiled machine. And now he is providing the secret to success.

Do you suffer from any of the following?

1. Business ownership isn’t living up to the dream.
2. Endless workdays.
3. You can’t find good people.
4. Profits are less than expected.
5. You can never take a vacation.

You’re not alone. But there is a solution. As Greg demonstrates, with some time and effort, you really can Get More Life Out Of Your Business.