“We cannot afford another

year like last year, and survive!”

                                                                                                             –A farmer, a doctor, and two retailers

     Whether America’s Federal Government is small business ignorant, or small business hostile –and surely it has proven to be at least one of these — makes little difference.

     In the end, you need to accept that politicians with zero business experience surrounded by advisors with zero business experience are on the cusp of running America’s businesses into the ground.

     Accept it, dismiss it, and get on with life.

     Why? Because this isn’t football. The more energy you expend worrying and fretting about the opposition — the more attention you divert from growing your own business — the less effective, less productive, and less efficient you and your people become.

     This isn’t football. It’s rape. Over-dramatic? No.

     Small business people are being violated every day by political zealots who haven’t a clue about the daily outpouring of blood, sweat and tears that go into owning and operating and managing and growing a business.

     We are about to be overrun by a healthcare reform plan that forces increased government control on our lives, even to the point of imposing fines on those who don’t buy in and that force us to see providers we don’t choose.

    This so-called “healthcare” plan in fact addresses just about every subject under the sun except healthcare. And it fails to foster (or even acknowledge) the necessary lifeblood of effective healthcare reform: free market price competition. Oh, and we’ll all be paying for it for decades. 

     We are looking at a cap and trade plan that forces increased government control on our lives, even to the point of preventing us from selling our own homes unless they measure up to expensive and meaningless government imposed standards. Oh, and we’ll all be paying for it for decades.

     We are days away from an utterly meaningless Senate jobs bill which pumps up government jobs and puts some totally confusing tax-credit bait on the end of the fishing line for all those small business owners who have nothing to do except pour through paperwork trying to figure out how to qualify (or who will have to pay through the nose for CPAs and tax attorneys to do it for them).

     Maybe small businesses should get subsidized for creating work for CPAs and lawyers?

     So, what’s the way out?

     There’s one way out and very little choice involved. Here’s the solution: Charge forward with your head down and work your butt off at customer cultivation and customer service. Remember how you felt when you started your business or manager job? Kinda like that.

     What else? You need to take even more innovative approaches to developing your products, services, markets and ideas.

     Anything more? Yes, you must continually add value to everything you sell.

     And, above all, you need to do whatever is necessary to maintain high-level trust and integrity reputations with every customer, prospect, associate, employee, vendor, referrer, visitor, and community you serve … with every encounter, every day.

Your personal authenticity and the authenticity of your business will rise above the tumolt and threats and deceptiveness and empty promises. And when you succeed for yourself, you will be succeeding for many. 

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More on 2010 “LEADERSHIP”? Come visit me and comment on my Guest Blog post at TBD Consulting’s Jonena Relth’s site http://bit.ly/XhN1h

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Tapping Feet Tap

Untapped Potential

—–Take Note Owners, Managers, and Sales Professionals—– 

     Any good coach will tell you that nervousness is often a good source of energy that can be productively channeled.

     Stress is not always negative. Positive stress is required to be able to read this right now, to sit in a chair without falling off, to make love and excel in sports (well, okay, maybe not at the same time!), to talk on the phone … even, btw, txt msg!

     When stress, however, becomes negative … when it reaches a point of dis-stress or over-stress, it becomes physically, mentally, and emotionally unhealthy … often taking the high-risk leap from nonproductive to COUNTER-productive. It can quickly suck unsuspecting others into the whirlpool it creates.  

NOTE: Holidays are a primary cause of both negative and positive stress. To be better equipped to manage your holiday stress effectively, and keep it tipping to the “plus” side, go here for a 60-second quick fix:  http://bit.ly/Bb1Tw

     When you observe a customer or employee tapping feet (or other extremities), odds are (almost universally) that the individual does not want to be where she or he is, and is anxious to get out of the room or extract her or himself from the present situation.

     When you observe this, acknowledge the anxieties attached to the circumstances — show some put-yourself-in-their-shoes empathy (unless their shoes are by this time, really clicking away recklessly, in which case you may want to 911 a podiatrist!) —  and suggest an option like:

“Why don’t we take a break here and…”

“Let’s think on that subject for a little bit and talk about this other issue…”

     Like a speaker who’s focused on shifting verbal gears in order to prompt defensive arms-crossed listeners to “unfold” arms and rest their hands more receptively at their sides or on the table, you need to try out different thought directions.

     See if you can get the tappingto subside without calling attention to it. Raising someone’s consciousness about her or his nervousness can make that person even more jittery.

The more the tap subsides, the less you need to dance!

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Holiday Gloom and Other

Economic Bushes To Beat

     There comes for many business owners and managers a point in time — that inevitably seems to fall in the middle of holiday season — where you can no longer cut back business staffing or compensation, and other overhead expenses loom ominously over your head, like a guillotine, ready to drop.

      Uh, sorry for such a merciless graphic thought, but there ARE still options to exercise, and you ARE still reading, right? Use this “SQUEAKSMANSHIP”© checklist to prompt your brain to more closely consider your circumstances and determine some alternatives that can work for you now.

• Strategic Alliances. Even with or without exchanges of commissions or time, there are many ways to work together with allied businesses that can save money for all involved. Explore.
• Cooperative Advertsing and Marketing. Many manufacturers provide matching dollar and similar programs for retailers that represent their products. Many trade and professional associations and membership organizations provide discounted rate arrangements. Ask.    
• Shared PR. Jointly-issued news releases and cooperative events that promote participant businesses equally strengthen impact and minimize expenses. Poke around. 
• Barter. ANY combination of goods and / or services represent mutual benefit when traded. Local radio stations will often trade commercial air-time for products they can give away in listener contests. Make some calls.
• Shared Employees. Receptionists? Clerical? Contractors? IT? Programmers? Retail? Think. 
• Shared Services. Delivery? Maintenance? Bookkeeping? Look for what’s accessible.
• Shared Vehicles. Cars? Trucks? Construction equipment? Plows? Planes? If it moves…
• Shared Expenses. Mortgage? Rent? Insurance? Purchasing? Memberships? Hmmm…

YOU CAN ALSO…

     Put more marketing reliance on (less expensive than traditional media) Websites, Social Media, Email Campaigns (which don’t have to be spam, btw), News Releases, Captioned Photo Releases, Postcards, Business Card Distribution Displays, Newsletters.

     Put more sales reliance on commission + expenses and/or + advances (vs. salaries) … virtual sales force use … retail street performers.

     Put more emphasis on minimizing travel expense with less exotic, fewer frills regional and centralized meetings … minimizing energy use (Some major outlet stores are cutting back on lighting with customer explanations of fuel and community savings affected.

     Make this holiday season a half-full glass for YOUR business! Oh, and remind your people to NOT cut back on wishing customers and suppliers “Merry Christmas!” Merry Christmas!  

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Leaders who fail to sell

fail as leaders.   

     No, not everyone is out there selling, every minute of every day … just those who are leaders!

     Leaders of the world, and of every nation, region, state, county, city, town, neighborhood, household, and business, department, institution, team, crew, organization, task force, office, store, studio, construction site, laboratory, factory floor, and professional practice are the ones who are out there selling with every waking breath. 

     Well, now, that certainly includes most everyone, doesn’t it? Not really, there are armies of followers (in the military and in Twitter, to name just two), and there are hermits. Okay, that’s being evasive for the sake of prompting a smile. Truth is we are ALL leaders of SOMEthing. It it’s not a rock group, classroom project, family, or community group, it’s SOMEthing. What are you a leader of? What do others think you’re a leader of?

     Most of us mix it up: leaders of some things, followers of others. The point is that whenever we are actively leading ANYthing, we are selling. And whenever we are NOT actively leading something, we are — at the least — a hair trigger away from selling, and will pounce into a sales mode at the mere mention of anything that even suggests the focus, issues, or activities of the thing(s) we lead, stand for, and believe in. 

     So, now that that’s all cleared up, let’s examine the flipside:

     Short of threats to perpetrate physical harm, how can anyone expect others to “buy into” ideas, directions, and recommendations that the leader has not enthusiastically endorsed and demonstrated value for? If we as followers see no benefits to the leader’s plans, do we suffer through the process or seek new horizons? Does it depend on circumstances?

     Without getting into all the side issues of parental control, HOW do we choose to provide inadequate leadership and expect others to follow? (Remember that selling is helping others solve problems, and it is 80% listening!)

     Unlike the tokenism we see in politics, truly effective salesmanship ushers in substance. It does that by proving performance, by instilling trust through demonstration, and by acting from a posture of authenticity.

     You are most certainly a leader of something, perhaps many things, and your effectiveness can only be measured in terms of results. Results only happen when others are motivated to prompt or get them.

     Others are only motivated when you have been effective in selling them the benefits they will realize by their efforts. And this applies to volunteer and charitable organizations as well as entrepreneurial ventures, “Mom and Pop” bricks and mortar stores,  virtual online enterprises, and global corporate entities.

     It applies to households, classrooms, scouting groups, and sports teams. Notre Dame University’s most famous football coach, Knute Rockne, was a worldclass professional salesman.

How and what are YOU selling? The answer defines your leadership skills.

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Politically Correct Crap

Has Gone Over The Top!

     It’s really time for small businesses to rebel.

     It’s time to show the corporate giants standing in line waiting for another surge of taxpayer dollar bailouts that their small-minded insistence on following small-minded government politicians (and even smaller-minded, major-media wimps) is wrong because Christmas is Christmas is Christmas. Period.

     It is what it is: a Christian celebration of the birth of Christ.

     It is NOT a generic convoluted cluster of “holidays.” It is NOT Hanukkah, Ramadan and 39 other special celebrations all thrown together in one big New York City melting pot. This is the CHRISTMAS Season!

     You’re not likely to toss all your meat. fish, vegetables, bread, and dessert into one big bowl and call it dinner, right? So why should anyone insist on combining all religious celebrations into one and calling Christmas and the Christmas Season “Holidays” as indistinguishable from the others?

     The answer: Big business and government and the media have become so superficially multi-cultural and culturally-diverse conscious (and more sensitive to unfounded anti-discrimination lawsuits than to the Christian religious ideals and annual celebration of the birth of Baby Jesus) that they are petrified at the idea of calling Christmas by its name for fear of offending those who provide handouts and political favors.

     It’s not just time to put Christ back in Christmas, it’s time to SAY “Merry Christmas!” without being afraid of offending someone. Anyone who IS offended by that is as ignorant, insensitive, misguided, and self-righteous as those who would have us take “In God We Trust” out of our nation’s pledges, proclamations, and currency.

     Bottom line: Stand up to those who try to make you feel guilty (or who are simply too dumb to know better) by wishing your customers and suppliers “MERRY CHRISTMAS!”

     If those you do business with want to wish you Happy Hanukkah or whatever it is that one wishes for Ramadan, accept it and thank them and wish it back to them. But let’s not encourage any more “PC” thinking about something so sacred, and so much a part of American tradition … for even those who are NON-Christians!

     Be reminded that “MERRY CHRISTMAS!” carries with it implications of commitment to goodwill and to loving and respecting one another. Jews and responsible Muslims share that thinking. There’s no need to feel apologetic for wishing someone “Merry Christmas!” no matter what his or her religion. 

     I have had a great many Jewish friends (including quite a few who are orthodox) and never knew even one who took offense at being wished Merry Christmas. Most, in fact, have always replied in kind, or with a cheerful: “And Happy Hanukkah to you!” 

     Big business and politics have no place in dictating change in objects of religious respect, and need to butt out! Small business owners and managers can help make a difference by simply honoring the Christmas Season as they have since childhood in wishing one and all a “MERRY CHRISTMAS!” and by suggesting those employees who agree, to do the same. 

     It is the joyful spirit of what the message represents that counts.    

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Everyone else is slowing down,

so now’s the time to speed up!

The holiday buzz is here.  In fact, EPRs (Economically-Panicked Retailers) have been buzzing with Christmas since before Halloween. Rumor has it that 2010 Christmas sales and decorations may start the day after Labor Day. For 2011, write your greeting cards on the 5th of July. Who knows? We may eventually lap the entire process and start Christmas sales and decorations for 2020 (with hindsight of course!) on December 26th of 2019! Maybe we can just give one present good for two years?

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     The point is that once the buzz that’s started gets started,  America’s business enterprises all begin shifting into low gear. Some businesses close earlier. Many employees (especially corporate giant, federal government and academic types who have no clue about business anyway) start to s~~l~~o~~w  down and skip out early more often, and take longer lunches, and drink more … and be of good cheer.

     SO: AHA! NOW’S THE TIME TO STEP ON THE GAS,  to work 10 times harder cultivating and keeping customers … to strike out into the marketplace with your heavy artillery.

     Now, while all the big-time competitors (especially B to B services) are rolling in their carpets  and the media is hard up for news, is the time to unleash a big-time public relations campaign and sales push.

     If you’re a serious entrepreneur and have been looking for a break:  you’ve got it! Take it and run! So what if your corporate muckity-muck brother-in-law is headed off on a pre-Christmas cruise and can’t think about much beyond which golf shirts to pack?

     So what if the business on your left has closed for the holidays  and the one on your right is preoccupied with window decorations, office parties and cracking open bottles of booze at 2:30 in the afternoon?

     YOU are an independent, never-say-die, innovative, dedicated-to-the-action  entrepreneur and you have a chance to get your business to that inside lane along the rail and pull up even to some of the industry big-boys.

     Do it. Make it happen.  It is a choice. It is YOUR choice. You can do three unplanned-for sales and promotion-focused things every day between now and Christmas that will set you into a pack leader position when the 2010 gate opens on January 1. What are they? You know what they are. Can you do the first of these tomorrow morning?  

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You must be dreaming!

Today’s economy is GREAT!

     Dear business owners and managers:  If you’ve been talking about having some weirdo notion that we are in a never-ending economic tailspin that’s ruining the odds for  success, you may not be speaking with forked tongue, but you are looking through crooked glasses! 

     If  your business is still afloat,  that means you have done some hard sweeping work getting the cobwebs out of the corners. It means you are down to a bare-bones personnel operation that is probably 50-100% more productive than it was before “bailouts” and “stimulus” became part of the language.

     And you are coming full circle around  to what Tom Peters and Nancy Austin told us a quarter of a century ago in their classic #1 best-selling business book, A Passion for Excellence:

In the private or public sector, in big business or small, we observe that there are only two ways to create and sustain superior performance over the long haul:

“First, take exceptional care of your customer (for chicken, jet engines, education, healthcare, or baseball) via superior service and superior quality. Second, constantly innovate. That’s it.”

They add that “sound financial controls” and “solid planning” are of course also essential and necessary,” but that the bottom line of achieving success is to manage by wandering around —

• By constantly talking with your people,
• By constantly and attentively listening to their ideas, and
• By motivating through examples of the ways you cater to customers and work nonstop at innovation: always drumming up new creative ideas and strategically taking them all the way through in your thinking to a point of implementation.

Introducing a new product feature isn’t good enough. Anyone can think of that. Actually working out all of the steps involved with associated costs, benefits,  timelines, and logistics… that’s innovation! 

• By instilling a passion for customer courtesy and innovative thinking in every tiny corner of every department of the business, whether there are three employees involved, or 300,000. 

     Today’s economy sucks if you choose for it to.  If instead you seize the opportunity to be more motivated to deliver a better dollar-value quality product and service, quicker and safer, and that’s longer-lasting than ever before… and you pump all your company’s efforts into making your customers love you… NOW you’ve got something!

     And your leaner, tougher, more customer-conscious business  would never have happened when cash was flowing and you were on cruise control, lunching out and playing golf and taking off early and traveling the world on long vacations, and being so successful you were able to sell ice to Eskimos with one hand behind your back.

     Speaking of your hand:  The lousy economy, being continuously fueled by shortsighted (maybe even blind) government bureaucracy, has essentially forced your hand to act in new ways. And if in fact you do act in new more productive ways, then it’s a GREAT economy!

     Will you rise to the occasion  and make things work, or keep dreaming that they can’t,  throw in the towel, and get out of the way of those who are choosing to meet the challenge? 

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GOT A SICK WEBSITE?

Check Your Content Vitals!

     When words and sentences  are not set off in visually-balanced spacing arrangements, or are broken in mid-thought, or lack the proper relationship to one another, or suffer from overkill font treatments, or are simply too cluttered looking . . . they lose impact.

     When this occurs on your website,  you lose visitors. Lost visitors mean lost sales. And here’s what makes it even worse that very many business owners don’t realize:

Lost site visits = Opportunity losses

     A rarely thought-about or accounted-for reality  is that — like the exponential explosion of bad reputation that can be ignited by just one unhappy customer — there is a click-off dynamic in place which can threaten your website health by unhappy “pass-along visitorships.”

People talk. People Email. People Twitter. People Txtmsg.

     In the old days,  we would ask one another:  Did you see that front page story? Or, did you see that TV special? Now we say: Did you check that site? And how do you respond when you think a site eats dirt? Or maybe in a moment of assertiveness, you even volunteer to others that a site you just looked at isn’t worth their time to visit?

     Missed visits  from those who might ordinarily check a site but are forewarned to not waste their time by a family member, friend or associate who already stopped by (and found the site boring, stale or confusing) cost sales, the opportunity to cultivate sales, and — fairly or not — reputation … maybe even 2nd and 3rd hand negative comments.

     Your homepage and landing pages  cannot be too engaging. And — opposite of what many site designers and self-proclaimed website and SEO and SEM and conversion “specialists” would have you believe — it’s the content (copywriting), not the graphics that sell.

     If in fact the words are what sell,  why would you want to settle for anything less than the perfect sets of words on your site? Why would you want to have them be bro-                                  ken in the wrong places? Or have headlines that end or start a line of text on a peculiar                     word?

     In other words, YOU HAVE 7 SECONDS  to get someone into your site, or you’ve lost them. If you’ve lost them, those people are likely to lose you others, others who may never have even gotten a glimpse of your offerings.

     The best thing you can do  to prevent “Pass-Along” Site Visitor Virus, and minimize your website opportunity losses is to get (and pay the piper for) great copywriting. The words are critical. How the words appear is critical. A great copywriter tends to both of these ingredients.

     A great copywriter  is invested in creating and producing words that sell. What happens to your site visitors in the first 7 seconds?

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Dear SBA: You’re out of touch! 

     I just read  a meaningless, unintelligible, patronizing, jargon-filled statement by SBAs Delaware District Director which reinforces in spades a conviction I’ve voiced in prior posts that the Small Business Association is utterly useless to small businesses and waaaaay out of touch with reality.

     She headlines her article  “100 Days After the Recovery Act” and starts out by telling readers how great all the new SBA programs are to “help small businesses weather this economic storm, and ultimately continue to grow and create jobs.” Where was SBA when these kinds of comments were being posed as requests over a year ago on this blog and many others?

     She ends with:  “America’s small businesses are the key to our nation’s economic recovery.”  (Duh) “The SBA is using every tool in our toolbox –and creating new ones when necessary– to help small businesses lead us out of these tough economic times.” (Double Duh)So tell us about the tools in your toolbox! In plain English would also be a nice thing to try to do, by the way.

     Get this, business owners:  You think the SBA is relevant so you read this gobbledygook (or gobbledegook if you prefer… a word that’s really worth looking up!) and imagine you might get an idea or two about how to help your business recover, right?

     Wrong.  Unless of course you happen to be well versed in “loan programs–7(a) and 504” because then you undoubtedly understand about “eliminated fees for borrowers” on 7(a) “and for both borrowers and lenders on 504” and that they’ve “temporarily raised the guarantee.”

     Oh, yes, and we should be thrilled  to know that “there’s been a 30 percent increase in average weekly loan dollar volume” and –on top of that– the new SBA launched ARC loan “program provides loans up to $35,000 to viable but struggling small businesses,” and that “SBA has now put in place programs implementing 88 percent of the $730 million provided.”  

You must be kidding, SBA!

• What is “7(a)”? Who should be expected to know this?

• What is “504”? Who should be expected to know this?

• What “eliminated fees”? Why? When? For how long? So what?

• Why eliminated for just borrowers on one loan and for borrowers and lenders both on another, and who cares?

• What exactly does “temporarily” mean?

• What “guarantee”? Whose? For what? For how long? What are the terms?

• 30% increase? This has something to do with my small business?

• So what? What does this have to do with me and my small business?

• What exactly is “viable”? Is it not defined because not many will qualify?

• What exactly is “struggling”? And again, how is this determined?

• What difference does it make to ANYone that 88% of $730 million has been “implemented”? I’m trying to put food on the table. Who are you trying to impress?

• What does “implemented” mean, exactly? Why can SBA language never be straightforward? Likely because no small businesspeople are speaking.

     Find me ONE “struggling” small business owner who understands all this crap. Just one. The problem here is that the SBA is simply another BIG-business-run federal government agency that hasn’t a single clue about owning and operating a small business … and that is more concerned with covering its butt and looking good to political administrators than with helping small businesses create jobs. It is tokenism run amuck.    

I served two consecutive 2-year federal appointment terms on what’s been called the country’s most important SBA regional advisory council (NY/NJ/CT and the USVI. I  resigned  because 31 of the 33 membership seats were filled with major corporate executives. I and one other member were the only ones who owned and operated small businesses. The job of representing and cultivating small business interests was not getting done, and it’s still not.

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Banking on your bank?

Don’t waste your time!

     The economy continues to hemorrhage.  Oh no, that’s just not true, I heard that it’s not true on the news today:  The federal government says “we’re seeing many signs of things turning around.”

     I can’t imagine  what’s in some one’s line of sight that would prompt THAT statement. Also in today’s news, Microsoft just laid off another 800 employees. You connect the dots.

     The point is that when the going gets tough,  the average hard-working business leader thinks: The BANK. The BANK will bail us out. The BANK will lend us what we need. The BANK is the answer.

     One leading national bank  says they’ll even give loans to illegal aliens. Another says it will help customers who need help. Don’t you believe either one of them, or any of the other sleazy branding line enticements being offered out there in medialand. 

     You cannot depend on The BANK.  Period. Banks are tripping over themselves trying to outdo hospitals and the US Postal Service in the stupidity and low trust departments.

     Banks are at least 50 years behind reality  and –just like the hospitals and US Postal Service– think that slick, clever slogans, spiels, and marketing devices coming from empty suits and empty heads are going to make up the difference, the decades of incompetence.

     Credit unions offer a bit more comfort,  because they answer to their “members” not a board of directors and stockholders (but can also be a bit more risky for businesses because loan percentages, for example, can end up being higher than credit card rates if you’re not careful and alert).

     You think BANK  because the BANK has convinced you that it is your good neighbor, that because it’s been doing business in your town for a zillion generations, that it’s honorable and will loan you the money you need when you need it for a ridiculously low rate because they’re your neighbor.

     Good Luck!  A lot of businesses are failing because they naively trusted The BANK would support them in hard times. Reality Check: The BANK supports itself in hard times.

     What else is there?  Investors. Great, but guess what? Today’s investors want immediate gratification ROI and enough proof and collateral to guarantee it. Not much help if you don’t already have the money you need! 

     “Angel” investors  are getting tainted with skepticism, and are also requiring more than you probably have cause if you had it you wouldn’t be looking for it! Hmmmm. Barter. Right. Well, barter is great up to a point, but it rarely if ever produces money. Stockpiled merchandise and services have increasingly marginal value. 

     So, that leaves (ta-ta-ta-ta-tah-tah!):  SALES. Innovative, value-added products and services = SALES. SALES ALWAYS BEAT The BANK. How to boost sales now must be your number one (and perhaps only) priority. There is no greater or more important issue for you or your business to be dealing with right now, unless of course you own or run The BANK. 

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