Tag Archive for 'business ownership'

POLL RESULTS: If an armed intruder (not a robber) came into your business and started shooting, what would be your response?

The Question:

If an armed intruder (not a robber) came into your business and started shooting, what would be your response?

31% - We would dial 911.
9% - Try to talk the person into not hurting anyone.
0% - This is silly. Why would anyone start shooting in my business?
60% - He (or she) would make the acquaintance of my properly licensed side-arm.
Jim’s Comments:
I’m not afraid of guns. I’m afraid of stupid people, the mentally disturbed who are walking around, and terrorists. Remember, in one of the recent mass killings the weapon of choice was a knife. So include me in the 60% who won’t be begging for my life, or waiting for the police, while some wacko is pointing a gun at me and my people.
Thanks for playing along. Please participate in this week’s poll below.

RESULTS: How do you feel today about your decision to be a small business owner?

The Question:
How do you feel today about your decision to be a small business owner?

66% - I’ve never regretted my decision to be a small business owner.
13% - Things started off rocky, but I’m now happy with my decision.
21% - It seems my best days as a small business owner are behind me.
0% -  I wish I had never done this. What was I thinking?

Jim’s Comments:
As you know, in the intervening years since the financial meltdown of 2008, we’ve gone from where survival was seen as success to weathering a long and laborious recovery to maybe, just maybe, starting to get some expansion traction.  Any small business owner who’s come through all of that and still in business is the marketplace equivalent of a combat veteran.

As I’ve said many times, small business owners are pathological optimists, operating all in, against all odds, often feeling very much alone, and all for the possibility of just making a living. So after all we’ve been through, and with assorted headwinds still in our face, it’s great to see almost eight of ten of you are happy to be running a small business.

Goodonya, my friends.  Keep up the good work because the world depends on you.

Celebrate your customers this week

This week is National Customer Service Week.  It’s always the first full week of October, which this year is October 6 - 10. Started by the International Customer Service Association (ICSA) in 1988, it has become a national event as proclaimed by the U.S. Congress.
Photo courtesy of Lifecare-EdinburghAccording to the ICSA, the purpose of National Customer Service Week is “to create a positive message that lasts all year long and to provide a productive opportunity to generate an even stronger commitment to customer service excellence.”
This week, I challenge all small businesses — including my own — to rededicate our businesses, our thinking, our training, and especially the execution of our business activity, to focusing on delivering customer service excellence.
As we strive for this noble goal, let’s not forget that you and I don’t get to be the judges of how effective we are at customer service excellence. Only our customers can have that role.
And if your customers aren’t telling you that you’re doing an excellent job, either you aren’t, or you aren’t asking. If this is the case, perhaps we’ve just identified a good place to start in your quest for customer service excellence.

You should never have “a customer from hell”

“This is one of those customers from hell.”

That’s what a small business owner said to me during one of my road trips across the country to check on how things are going out on Main Street.

“Ann” was responding to my query about her business. Her full quote was closer to, “Business is good. But right now I’ve got to spend most of the day dealing with this customer from hell.”

Photo courtesy of Blue Wolf Consulting

When I was a pup commission salesman right out of high school working in big ticket retail, I quickly realized all customers aren’t created equal; there are cool ones, high maintenance ones and impossible ones, like the one Ann was fuming about. My initial reaction was I didn’t like the latter two types and would try to avoid them. But upon more mature reflection I realized that if I was going to be successful selling on commission, I would have to do business with all kinds of customers, not just the easy ones. Honing this perspective over time, I developed the twin pillars of Blasingame’s Difficult Customer Strategy.

Pillar One: Make an extra effort to understand what troubles and/or motivates difficult customers and serve them within an inch of their lives. Most difficult customers will give you points for the effort and very likely their business in the bargain. And here’s an extra effort bonus: When a difficult customer likes you, you’ll have a customer for life, and the most valuable referral source.

Pillar Two: The hellish behavior of some customers typically manifests as excessive demands. When dealing with such people, charge them for their behavior. As I told Ann, charge difficult customers enough so that regardless of their level of maintenance, you hope they come back and ask for everything again. The key is to ask enough questions about their expectations before you set your price. Or at least remember the next time.

One former consulting client of mine could be difficult. Whenever we were face-to-face and he showed me his hellish side, I would exaggerate making a mark on my note pad, which he knew was to remind me to add a difficulty factor fee on his next invoice (he had a different name for it that can’t be used here). Eventually we joked about it, but he knew his behavior impacted his bill. He was a client for years and, difficult or not, I always liked his business.

Write this on a rock … You should never have a customer from hell.

Be a professional business owner, not an amateur

Professionals are people who can do their job even when they don’t feel like it.  Amateurs are people who can’t do their job even when they do feel like it.

I like this anonymous quote because it helps me ask this question: What kind of owner are you: a professional or an amateur?

If your driving motivation to be a small business owner is status and control, you’re probably never going to be a professional.

But if you love what you do so much that you don’t want to be anywhere else but in your business, you’ll probably become a professional. You’ll become the kind of owner who shows up even when you don’t feel like it. When the chips are down. When the challenges are so great that they would crush the spirit of a lesser person.

Professional business owners know they own more than just what’s on the balance sheet - they also own their business’s challenges. And when they turn one of those challenges into an opportunity, they know that also belongs to them, which is exciting.

Amateur don’t want the work, they just want the result. Professionals love the entire process, alpha to omega, warts and all.

If you’re going to be in business, you must be in your business.

Professionals know this. Amateurs don’t.

Consider these four factors when buying a business

Continuing my series on buying a business, here are summaries of four more critical factors to consider when acquiring a small business.

Old sellers are the best sellers
One of the best opportunities to acquire an existing business is when you can buy one from an owner who wants to retire from a business that’s still viable. Two good reasons are: they’re less likely to change their mind before the transaction is complete, and they’re more likely to finance a larger part of the sale price to get monthly income.

But notice I said, “still viable.” Sometimes the end of the current owner’s career coincides with the end of the life of the business. Don’t buy a business that should also be retiring.

Assume skeletons in the closet
Every business has baggage. Every business! If your due diligence doesn’t find any, you didn’t look hard enough. Or even more dangerous, you want the deal so much you rationalize what you found as “not so bad.”

When you find the bad news, let the seller explain why it’s there. If you think you can live with it, try to turn it into negotiating leverage. If you can’t, walk away.

Cold feet at closing
After no small investment of time and money putting a small business acquisition together, many deals derail before consummation—sometimes literally at the closing table. Last minute reluctance doesn’t have to kill the deal if you’re prepared. The key is to anticipate this possibility and be prepared to take appropriate communication, negotiation, and contractual steps along the way to protect yourself.

Oh, by the way, you might be the one with cold feet.

When to stop negotiating
Once both parties have signed the purchase contract, what’s left is to execute the transfer. There are many steps in this process, including legal, financial, physical, and organizational hand-off. What should not be done is any further negotiation.

The signed contract stipulating the terms of the deal is now a legally binding document. Any subsequent negotiation will likely corrupt the work that has gone before. Don’t sign the purchase contract until you have no more deal points to negotiate.

Finally, buying a business is likely the most important transaction you’ll ever make. Do it for the right reasons, be patient, resist the urgency of others, conduct proper due diligence, negotiate the best deal for yourself, and be prepared to operate what you’re buying.

Just like in marriage, no one should enter into the state of business ownership inadvisably.

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Check out my latest segment below on The Small Business Advocate Show® where I talk more in-depth about the four factors of buying a business.

Four factors to keep in mind when buying a business




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