Is Your Business

A Headcase?

The word therapy may sound ominous to the business mind. It evokes the specter of illness, or worse, of craziness. That should not be. Therapy is part of education. Therapy teaches us through personal experience about who we are and how we became that way. Therapy teaches us how personal responsibility plays a role in who we are. Therapy teaches us how we relate to others and how important other people are in the conduct of our lives. And therapy helps us claim our freedom and take charge of our lives. These are all elements of growing up and getting a complete education.”

     If this seems like a strange and out-of-place subject for you, let me assure you that it is extremely relevant. Why? Because every business –like every human– has problems to solve that have been created and nurtured internally. And, more often than not, a great many of these are denied and consciously or inadvertently glossed over by the boss.

     If you were to distill down all my years of diverse career experiences into one defining function, it would be that I have been a reality therapist to businesses. Powerful corporate executives, entrepreneurs, sales and healthcare professionals alike have called me in the middle of the night, reduced to tears. They have called on the verge of lighting fuses to blow up their businesses.

     I’ve seen business temper tantrums where filled file folders, office equipment, and even scalpels were flung in rage across offices and into doors. Because businesses that needed therapy, that were being run by owners and managers who refuted the need for it, had no place else to bury upsets but inside the troubled stressed-out minds of their leaders.

     Every person and every business, I believe, can benefit by some degree of professional therapy engagement at some point, perhaps continuously, in their lives. Therapy need not be as threatening or embarrassing as Hollywood would have us believe, nor as intimidating as the naysayers around us claim.

     The truth is therapy can be extremely enlightening, masterfully empowering, and a magnet for improved mental, physical, and emotional good health — the secret keys to increased sales!                  

     It may be useful to pause here and be reminded that the feelings of being threatened, embarrassed, and intimidated –like those feelings of enlightenment, empowerment, and improved health — are all behaviors and all behaviors are choices. Why choose negative over positive? Because of some fear? If the fear is not genuine, realistic, and physical, it is imagined; it is fantasy; it is also a choice!

     Many businesses fail because the leaders operate under a self-fulfilling prophecy that a business is beyond repair and nothing can be done to save it. The economy. The bank. The landlord. Lousy sales. Lazy employees. Products or services without real benefits or competitive advantages. No future. Poor track-record. They fail.

     The fix? Hire an informed, experienced, fresh, outside perspective to shrink out your business and coach your leaders.

     Savvy business owners and managers recognize that the business needs to be considered a living, breathing organism, and treated as if it were a separate individual entity apart from the paperwork, computer files, and physical workspace.

     In this context, business therapy can be a healthy and productive intervention capable of turning problems into opportunities. The distance from survive to thrive is measured in receptive leadership that’s willing to explore and innovate.

Hal@BUSINESSWORKS.US 

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Make today a GREAT day for someone! 

Are You Selling Whackadoos

To Nursing Home Residents?

     There I sat, 23 year-old hot-shot ad agency guy, at the fancy New York City restaurant lunch table between Richard Gelb, then the president of Clairol, and Charles Revson, then the president of Revlon… both men at least twice my age and light-years beyond my dreams of wealth. 

     Considering the extent of business and fashion industry clout at each of my elbows, I was about as close as one can get to being a total nervous wreck.

     My boss, who’d been suddenly placed on the DL that morning, asked me to fill in and represent the ad agency’s interests in establishing some vague, centralized public relations program for the HBA (Health & Beauty Aids) market that we hoped would involve both their companies.

     “Speak unique, Son,” I was told about 90 seconds into my awkward spiel, after stuttering and sputtering out some feeble explanation about what I do for a living, and what the purpose of my insignificant presence with them was all about.

     In other words, the Clairol man was asking me to get to the point, cut to the chase, not beat around the bush, spit it out! What’s your frame of reference, he asked. Who’s your market, he asked. I stammered even more.

     “Well,” I improvised, “considering that your two companies sell the most hair coloring…” CRUNCH! The Revlon man’s fist hit the table hard enough to rattle the bluepoint oyster shells. “Son, we don’t sell hair coloring. We sell the promise of sex to single, young girls. And don’t you forget it!”

     I never forgot.

     What do YOU sell? Are you sure? Knowing unequivocally what you’re selling and to whom — straight out, without elaborate, politically-correct, marketingese language — will keep your business on course and your sales focus front and center.

     Famous for its (truly outstanding!) “Artisan Bread,”the ACE Bakery in Toronto, Ontario Canada www.acebakery.com sells the “promise of every employee” that the bread is their very best quality using only the best natural ingredients, AND that they are committed to a sense of social responsibility for the community that supports them. ACE donates a percentage of pre-tax profits to local charitable organizations, targeting especially food and nutrition programs for low-income neighbors. 

     What is YOUR business known for? What are YOU doing about it? How are YOU representing it? DO YOU “SPEAKUNIQUE”?

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No, we’re NOT past the worst,

the job creation plan’s a scam

…but yes, you can still thrive!

Here is The State of Small Business Message:

WORK HARDER, NOT SMARTER!

     Let the giant freshly-bailed-out corporations with taxpayer-dollar-supported operating budgets do all the “SMARTER” stuff. They did, after all, manage to get themselves financially stimulated, so they must be smarter than small businesses.

     And let us, the small businesses of America, simply not be stupid. Let us not be duped by grandiose, self-serving pep-talks that don’t walk the talk. We cannot choose to waste time and energy dealing with those down deep, fraudulent attempts to force-feed us bone-crushing defeats while patting us on the hands and telling us how great everything is going to be.

     Oh, sure, government should be rewarded for creating jobs, even though the jobs to be created are government job creations for government-funded projects being paid for with loans borrowed against our tax dollars? Does that sound like an economic recovery plan to you? It sounds like digging a deeper hole to me. Would you do this with your own business?

     But we can’t fight that without giving up our businesses and our lives to do it. We need to cast this misguided naivete aside and just get on with making our businesses work. Yes, that’s hard. And no, we’re NOT out of economic bad times; we have NOT turned the corner; things are NOT getting better. If you think otherwise, just look around you, and listen…

     But the good news is that, YES, we can survive and thrive. It means doing things differently. We need to not worry about rising above our nation’s financial mess and bureaucratic free-spending incompetence, and instead to concentrate all of our energy and attention on making our own businesses work better.

     That means we must accept the fact that to truly make a difference, we must work harder. Here’s one small example:

     If you can get yourself to work just 15 minutes earlier than usual and leave just 15 minutes later than usual everyday, you will be adding as much as 2.5 hours a week, which equals 10 hours a month, which translates to 125 hours a (50-week) year, which equals more than 15.6 extra full 8-hour work-DAYS a year. Uh ~~~ 3 WEEKS!

     What could you accomplishfor your business with those three additional weeks? How about if everybody in your business agrees to donate just 10 minutes a day of early arrival or stay late time? Hmmm. What else does that make you think about? 

     When you work harder, you lead by example, you attract more sales and referrals, you get more organized, your customers and suppliers will respect you more … and you’ll probably play harder too! You’re already working harder? Keep it up! It WILL pay you back!   

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What Kinds of Answers

Do You Give?

     I once had a boss who answered every question with a question. It became so predictable, I hardly ever asked him something without having all the backup information ready … I guess he was more savvy than I first imagined; and I learned from the annoyance factor alone.

     I had another boss who spouted out “Yes” or “No” (mostly “No”) as a response to everything asked of her. And if you tried to ask an open-ended question, she would tell you to rephrase the inquiry for a “Yes” or “No” response! Except for gaining some insight on the management style of a control freak, I never learned much of anything from her.

    When you answer some one’s question, do you elaborate on your thinking? By sharing your rationale, are you cultivating leadership or teamwork? Does this way of dealing with others take more time and effort? Absolutely. Is it worth it? Only you can say.

     The bottom line though would seem to be that when you have a business-vested or personal interest in the individual asking for your opinions, advice or decisions, you will probably be more interested in sharing the reasons behind your answers.

     So then along comes all the great psychological motivational gurus armed with studies which prove that those with whom time, patience and effort are spent will rise to the occasion and outperform those who are ignored or who are not taken so securely under the wing.

     Aha! Does that then mean if you explain yourself to some and not to others, you are exercising bias and perhaps precluding the potential success of those you simply snap at with your “Yes” or “No” verdicts?

     Short of sitting in some corner and chanting “Life is just one big manipulation operation and the chips need to fall where they may!” you might want to consider the following:

A snappy retort that’s not pointedly requested is an insult. It presumes the individual posing the question has no value and is not worthy of your time and energy.

Every question asked of you represents an opportunity to teach, and a chance to demonstrate leadership by example.

The way that you respond to questions is as important as your answer in the lineup of how others measure your leadership value, your trust, and your reputation.

Thoughtful questions and answers form the cornerstone to the building of employee loyalty and exceptional performance. And those qualities are the makings of innovative thinking, increased sales, heightened productivity, and a solid posture in the communities your business serves. 

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What Kinds of Questions

Do You Ask?

  [Here are 23 for YOU to answer!]          

Dear Boss: Do you really need some answer you already probably know, or are you seeking some actionable insight about the individual, group, idea, or circumstance you’re questioning?

Did you ever consider that the more disciplined your management approach, the less likely you’ll want to know more than a yes or no answer, and the more likely you are to be a misfit in today’s business world?

Oooh, sorry, are you perhaps one of those exceptions who runs some quasi-military small business? Or you per chance captain a deep-sea fishing boat? Maybe you oversee electrical wiring experts who work on the tops of telephone poles, or workers who paint the top of the Washington or Golden Gate Bridge? You manage a shooting range? [You get the idea?]

Did you realize that the closer you are to the people who are the heart of your organization, and the better you are at exercising leadership by example, the less likely you’ll be to find gratifying results from asking questions that prompt yes or no responses?

Do you think through what you really want to know ahead of time, or simply wing it by firing off rounds of disjointed questions, figuring that  — because you’re the boss — you’ll get answers to everything you ask anyway, and will eventually find out what you want to know?   

Has it occurred to you how much time that wastes? Would you feel aggravated if you were on the receiving end? Do you think others see you this way? Do your family members see you this way?

If you don’t already practice it, did you know that asking open-ended questions will generate much more telling information than yes/no, true/false, and multiple choice questions? What’s a good example?

The best interview question to ask a job applicant is: “If I handed you a million dollars right now, what would you do with it?” Will you learn more from the answer to this question than from 20 questions about what’s on the resume? [Does a bear…?]

Two more examples? “What specific steps would you recommend to solve this problem our business is having?” [Not “WHY did it happen?”] Ask a constantly late employee to drop off a list with you on his/her way home that identifies “what 3 things she/he will do immediately to avoid being late in the future?” [Not WHY the person was late, which only produces excuses.]

Tailor your questions to the situation, the person or group you’re asking, and to generating the kind of answer that will be most productive for you to have. 

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Step Back From Your Business.

    When’s the last time you clicked your own “Refresh” button? After bursting out of the New Year’s gate, it’s only natural to get a little weary rounding the home turn, headed toward Valentine’s Day! But NOW is the perfect time to adjust your course and your attitude about the course that you’re on (this, btw, is not an endorsement of happy hour).

     You already have your goals. And they’re specific, flexible, realistic and due-dated. Your new value-added products and services are off to a good start. Prospective customers are filling up the sales pipeline.

     Cutbacks haven’t left you with as many disgruntled employees as you imagined and most, in fact, have been rising to the occasion. Your marketing programs are working off sparser budgets and dipping into some unknown territories.

     You’ve innovated the innovations and things feel okay.

     Well, don’t shoot the messenger, but guess what? If things feel okay:

A) That’s not good enough. Maybe “okay” would have put you in cruise control a few years ago, but not in this economy, and not in this supersonic-tech-paced lifestyle. Things have to feel a whole lot better than “okay” to survive and thrive.  

B) A rolling stone gathers no moss (Thanks, but no — I didn’t make that up. Actually, my version has always been “Some action is better than no action”!). The point is to save the lounge chair and iPod for vacations and retirement. 

My friend Kevin Bousquet who runs www.InterlakenInn.com — a GREAT place for meetings — once said about tending to management transparency (as Jonena Relth calls it at www.TBDConsulting.com): “There’s plenty of time to sleep when you’re dead.”  

C) Do the 10-minute escape-to-reality thing, and in all probability you’ll surprise yourself. It’s not hard; in fact, your 3 year-old will help if you get stuck. Ready?

1. Step back from what you’re doing, clean off your eyeglasses (or take a couple of deep breaths http://bit.ly/Bb1Tw while you press gently against your closed eyelids for ten seconds), and

2. Take another nine minutesand 50 seconds to clean up, straighten out or rearrange something in/on/at your worksite that will help you be more effective.

3. One last step back, away from what you’ve just done. Another deep breath can’t hurt. And look at what you’ve just done. Critique yourself. What did you just learn about your self that you can apply to re-energizing and adjusting the course you’re on? Who can best help you?

What are you waiting for?  What are you waiting for? What are you waiting for? What are you waiting for? What are you waiting for? (Valentine’s Day is on the way!)

Hmmmmm? 

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Are You Marketing to

Your “Inner Circle”?

     Besides your mother, there is no bigger fan support base for your business than the market that constitutes your “internal” (or “inner circle” of) customers. Perhaps you never thought of them as a market.

     Perhaps you never thought about who, exactly, makes up this hot prospect / top customer group. Here are some quick thoughts you might want to consider:

     Without exception, the best source of business is existing and past business. Most small business owners and managers realize this, if not overtly, then at least instinctively, and do a pretty decent job of catering to these special people.

     The second best source of business is your “inner circle,” your “internal customer market.” This is comprised first and foremost of your own employees and staff. And many owners and managers also recognize the potential attached to this segment of the internal customer market with things like employee discounts.

(As an interesting side note: In Ben & Jerry’s growth years, every employee was required by job description to take home 7 free pints of ice cream every week, which they of course served to friends and family and gave to neighbors, which became a seeding process to help create a “big buzz”! ), but . . .

     How many small businesses take the next step outside this innermost support ring? When did you last, for example, make special effort to gain customers from your vendor/supplier ranks?

     Think about the fact that at least part of the success of every vendor and supplier to your business (from manufacturing and office supplies, to specialized and not-so-specialized services) is dependent on your business’s continued success.

     Marketing? Ha! It doesn’t even cost anything to hand-deliver or email these people special announcements of special product or service deal considerations. The stronger your alliances with your vendors and suppliers, the more they’ll act as your UNcommissioned, UNpaid sales force as they make their rounds calling on other businesses. It’s like networking the networkers.

     Have you made efforts to similarly (perhaps more quietly) market your wares or services to outside visitors –including sales reps– who call on you in person or by phone? What about other businesses on your block, in your building, neighborhood, community, state or region?

     Internet social networks are not the only avenues for capturing customers from among those who already know of your existence and who may share some common ground. Put on your thinking cap, and keep open-minded. 

     And what have you done for or with the mass or industrial or professional media lately? Not only might those people be prospects for you, they have the ability to influence many others … So do you!

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America runs on small business!

Small business runs on

competition.

Competition runs on sales.

     It’s beyond me why no one in government has yet to figure out this relationship, or be able to translate it into the two following, near-unanimous, conclusions by leading national and global experts:

Free market price competition, state-by-state, is the only workable answer to healthcare reform.

Small business sales success is the ticket to job creation, and job creation is the only workable answer to economic recovery.

     I can understand that most politicians have little or no experience in business, but I cannot understand why they so adamantly refuse to acknowledge the truth of the two statements cited above … why they simply cannot deal with the simplicity of each. 

     They have political agendas. Who cares about their political agendas? Do you know anyone who cares about their political agendas? Our economy and our healthcare reform plans are sitting deep in the bottom of the toilet because our elected officials have agendas for self-aggrandizement, self-promotion, and self-preservation.

     Last time I looked, these people lugging around their agendas were supposed to be representing the taxpayers who have hired them. Hmmm, now there’s a unique thought! Just imagine how much would be possible to achieve if elected officials were not preoccupied with protecting their own butts.

     Imagine if politicians actually served those who elected them, instead of pandering to the government agencies, big business entities, and union constituencies who trip over themselves clinging to elected (and bought) coattails, seeking stimulus money to bail out of the holes they’ve dug for themselves.  

     In fact, ask any group of small business owners, and they’ll tell you that that federal and state government leaders are misguided, ill-informed, inexperienced, and completely unrealistic. They are trying to appease small businesses with a ridiculous, unnecessarily and overly-complicated loan program that no small business owner has time to deal with. And who needs a loan now anyway? Why do tax-incentives have to be Rubix Cubes?

     Government is trying to ramrod an unwanted, unworkable, astronomically expensive healthcare reform program down the throats of small business owners, and simultaneously smokescreen the public into thinking it’s in every one’s best interest when it clearly is not.

     Maybe America’s government and corporate giants and unions do run on donuts and promises and paybacks, but America’s small businesses are fueled by genuine competition, authentic innovation and accountable sales. 

• Small business owners know how to reform healthcare with free market enterprise price competition.
• Small business owners know how to fix the broken industrial manufacturing and financial communities with value-adding and innovation instead of cash handouts.
• Small business owners know how to turn the economy around by creating jobs that big business cannot. And frankly, it sucks that the government flat out refuses to give small businesspeople the chance to do these things that government is incapable of achieving.

     Competition makes life work. Sales are both the heart and the fuel of business. And small business is the engine of our economy. Small business owners don’t talk about “downsizing” and “cashing in political chips” and “taking loans to pay loans.”

     Small business ownerstalk about “opportunity costs” and “cashflow” and “innovation” and “asking and listening to their customers.” They equate sports with their businesses and use competitive terms like: Slamdunk! Goal! Hole-in-one! Gamepoint! TKO! Touchdown! Grandslam! to describe their sales efforts!

     Which sounds healthier to you?

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Humility Beats Flattery

     Sure, it’s nice to give and receive flattering comments — when they’re sincere. Trouble is that truly genuine sincerity is about as rare as a flock of spotted owls landing on your Uncle Sid’s satellite dish.

     Humility, on the other hand, is internally driven and –by its very nature — never questioned for authenticity. Contrary to Hollywood’s overblown theatrics, humility is not a simply silent behavior that requires a reverently bowed head, hat-in-hand, innocently blinking eyes presentation. Humility is an active choice.

     Both words (humility and flattery) are over 700 years old.

     “Humility” at Dictionary.com is defined as the quality or condition of being humble; modest opinion or modest estimate of one’s own importance, rank, etc… humbleness.

     “Flattery” is defined as excessive, insincere praise; fawning; pandering.

     So how would you categorize the last time you exercised these behaviors in your dealings with associates? With employees? With Customers? Vendors and suppliers? Referrers? Within your industry or profession? Your community?

     What did each incident get you? I’m willing to bet the ranch that your humbleness outperformed your pandering in terms of triggering positive responses … 100% of the time! Would that be an accurate assessment?

     So what’s preventing you from choosing the winning behavior more often?

     The answer to that question is: YOU!

     It is an active and conscious choice to deal with others in a sincere or insincere manner.

     Choosing humility translates to giving genuine credit to where genuine credit is due, even when you may not like or agree with the source, and this especially applies to those who work for and with you.

     It also means being careful to not underestimate the performance capabilities or the sincerity of others, again especially of employees.

     How can you best accomplish these ends?

• By listening 80% of the time.

• By paraphrasing what you just heard, in your own words, and checking with the source to make sure you have a clear understanding of the other person’s thinking and intent, and that you’re not imposing your own bias into other’s ideas and suggestions.

• By asking for examples, to better clarify statements.

• By taking notes so you can

  • Sleep on it when time allows

  • Recover where you left off when you get interrupted (which can sometimes last hours or days)

  • Accurately reflect other’s comments and credit them appropriately

  • Build others’ self-esteem; when you jot down notes of their comments (and, by the way, directly ask them to slow down so you can keep accurate notes), you are quietly saying that you value and appreciate others and their ideas.              

Bottom LIne: 

Don’t think that because you may already have a successful business, that you have all the answers. Odds are you may simply have been lucky to get to where you are, and that you really don’t have ANY answers.

Regardless of what you believe, you and your business can only stand to benefit by listening carefully — and with a strong sense of humility — to what those who surround you have to say. My best guess is that you’ll surprise yourself!

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Hal@Businessworks.US  302.933.0116

Open Minds Open Doors

Many thanks for your visit and God Bless You.

Make today a GREAT day for someone!

 The birds and the bees and

the geese and the trees all

communicate better than

you!

At least, that’s what the odds are. They all spend their lives at communicating. You probably spend yours energizing your business, and not giving a whole lot of thought to keeping those around you informed or engaged in dialogue any more than you think you need to, right?

Ah, but energizing your communications is the highest form of energizing your business.

Well, even if this assessment is only partly right, it still means you are completely wrong. Sorry for the hard line here but I don’t imagine you’ll get much tough talk from those who work for you, or from your mother or your dog. And a good swift kick in the butt can sometimes get the head in gear if you know what I mean.

Are you communicating too little to your associates and staff? (Do they tilt their heads and squint a lot?) Or perhaps you tell them too much? (Do they nod politely and look at their watches a lot? Pull up the sidewalks and get outta Dodge if they start listening to their watches!)

Or do you communicate just the right amount? How can you know what the right amount is? (Do your people sit up or lean forward and ask questions? Do they take notes? Do they ask for examples? Do they repeat what you said to make sure they’ve got it right?

HA! Do YOU do these things?

How often do you engage those around you in real heart-to-heart business discussions? Do you directly ask for their opinions, and actually l~i~s~t~e~n to their responses?

Did you realize that MBWA (Management By Walking Around) is still considered the approach of preference for most successful owners, operators, managers, and virtually all entrepreneurial leaders? People like to have you visit their work sites and talk with them about what they’re doing.

When you can do this every day, you are helping ensure greater attention to detail and pride of workmanship. Plus you can leave when you want to, and it’s  good exercise. It will keep you in touch with what’s going on in your business day to day, and will even discourage time-wasting activities.

Have you thought lately about the direct relationship between taking your people into your confidence and the boost it gives their self-esteem to know that you (their surrogate parent) regard them highly enough to confide in them, to ask their opinions?

Did you know that every time you help boost an associate or employee’s self-esteem, you are also helping to build her or his self-confidence, and that — all by itself — can produce increases in both productivity and sales?

Like the most effective rewards, communications are best delivered frequently and in small energetic doses … “bursts,” if you will. Remember you want what you say to be contagious because motivated employees who feel they are making a worthwhile contribution will outperform your expectations (and your competitors!) every time.

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   Hal@Businessworks.US   931.854.0474

  Open Minds Open Doors 

   Thanks for your visit and make today a GREAT day for someone!